Are you a Sky Q customer?

Yes, I'm a Sky Q customer No, I'm a Sky+ customer

For a more personalised experience, please sign in.


We can now provide you with more relevant help.

Sky Q app

Fix picture problems on the Sky Q app

If you're experiencing picture problems while using the Sky Q app, here are some things you can try to fix the issue, whether you're using the app at home or away from home.

  • If you're at home

    Check the Wi-Fi connection on your device

    If your signal is weak:

    1. Check to see if you have a weak signal on another device, such as your computer. If you do, it may be an issue with your wider internet connection. If you're a Sky Broadband customer, sign into My Broadband so we can run some tests on your connection, or follow our broadband diagnostic
    2. Follow our tips on how to improve your Wi-fi signal to your devices.
    3. Turn off your device's Wi-Fi connection then turn it back on.
    4. Move closer to the broadband router. If it fixes the problem but you don’t want to watch from this part of your home, a Sky Q Booster could be the answer. To get one, contact us using the details below.

    Check your Sky Q box

    If you're having the same problem on your box, go to Fix picture problems with your Sky Q box.

  • If you're away from home

    When watching live TV or on demand shows on the Sky Q app, the picture quality is dependent on the strength of your Wi-Fi, 3G or 4G signal.

    The Sky Q app will automatically detect the speed of your connection and adjust the stream accordingly (known as an adaptive bitrate streaming), including an audio-only stream for poor quality connection.

    For best picture quality using the Sky Q app, we recommend connecting to a Wi-Fi network.

    Note: Streaming shows using 3G or 4G will contribute to your monthly data allowance.

  • If you're still having problems

    In many cases, restarting the app will resolve some issues with the Sky Q app. To do this:

    Apple device users: Press the device's Home button twice to bring up your recent applications. Tap and hold the Sky Q app and swipe it up to close it.

    Android device users: Open the recent screens menu. Find the Sky Q app screen and tap X to close it.

    Now reopen the app to see if this resolves the problem.

    If you're still having problems, please contact us