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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

      Not a Sky Broadband customer? Explore the latest Sky Broadband offers.

    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