Helping you get the most from your Sky

For everyone this year, things are unusual, and there are new challenges to face every day. To help, all of us here at Sky are committed to helping you get the best from your Sky services to make your lockdown life a little easier. Whether that’s by staying connected to news, views and your favourite shows, keeping your home connected to support home schooling or staying in touch with friends and family.

As with everyone else in the UK, we’re working a little differently at the moment. For safety reasons our engineers can’t go into homes, but we have found innovative ways to fix and install from the outside and we’ll try everything we can. We’ve also expanded our digital services - from the My Sky App to Sky Community - so we’re here 24/7. And our caring Sky people are still keeping our phone lines open when you need some extra care, although at certain times of the day it may be busier.

We can’t wait to get back to normal, but in the meantime, we want to share some hints and tips on how to get the most from your Sky Broadband and some things to try if you’re having trouble with Sky Q. And remember, our Sky Community is always there if you’d like to speak to others who have experienced similar issues and some of our experts are on there to answer queries too.

Let’s start with Broadband running slowly

The good news is that most broadband issues can be fixed without needing an engineer to come into your home. Here are a few of the most common problems you may experience and how to fix them.

Where you put your hub is important

If it’s tucked away in a cupboard or surrounded by clutter it can block your hub’s signal or cause interference. For the clearest signal:

  • Keep it out in the open - not in a cabinet, on the floor or stuck behind the TV. About 30cm of space around it is best.
  • Keep it away from other wireless and electrical devices like games consoles, smart speakers and kitchen appliances, as these can cause interference. Even tangled cables can cause interference.
  • Try to put it where you use the internet most - the signal is stronger near your hub. Lots of connected devices can slow you down.

Everything you connect to your hub uses bandwidth and the more you connect, the more it can slow you down (especially at peak times). Even when you aren’t using them, app updates, device backups and your smart home devices can still be using your bandwidth in the background.

Try disconnecting anything that doesn’t need to be connected so they’re not hogging your bandwidth when working from home or home schooling the kids… or both!

Don’t forget about your workplace VPN

Virtual Private Networks (VPN) are often used when working from home to make sure the connection to your company’s network and server are secure. They’re important for your work, but you might have issues with certain websites or apps and you can sometimes be slowed down.

There could be a number of reasons for this. Check out the info here for tips on how to resolve any issues you’re having.


Help! My Sky Q isn’t working!

Again, there are lots of things you can try which might get you back up and running right away… because no one wants to be stuck halfway through a movie or during that Premier League derby you’ve been looking forward to!

Please remember that if you do need to book an engineer, they won’t be able to come into your house as we do our part in reducing the spread of Covid-19.

Restarting your Sky Q box and checking cables

It’s a running joke with technology but, restarting your Sky Q box can often make all the difference.

  1. Press Standby on your Sky Q remote, then switch off or unplug at the mains.
  2. Check there are no lights on the front panel of your Sky Q box and that all cables are securely connected and undamaged. (If they are damaged then you will need to book an engineer visit online).
  3. Plug in and switch your Sky Q box back on at the mains.
  4. Wait for the on-screen instructions to disappear then press Home on your Sky Q remote.

Don’t panic if it doesn’t seem right straight away as some features may take up to five minutes to return.

Can’t find your Sky Q remote

This happens more often than you think so you’re not alone! We’re sick of losing our remote down the back of the sofa too, so our Sky Q remote has a handy Find my remote feature meaning you don’t need to turn your house upside down if you’ve lost it.

Press the Q button on the front of your Sky Q box and, after a few seconds, a Sky Q touch/Sky Q remote with voice control that’s been paired will beep for 30 seconds. Then you just need to follow the beep!

Where have my apps gone?

Before you let panic set in because some of our Sky Q TV apps (like Prime, Disney or Netflix) are missing, it might just be that your box software isn’t fully up to date. It’s quick and easy to check here whether you’re on the right version.

Forgotten your TV pin number?

Yes, us too! You can fix this one easily by heading here.

Sky Q remote stopped controlling your Sky Q box

Naughty remote, but we all act up from time to time! You can follow some simple checks here.

We hope some of these hints and tips are helpful and you can find loads more information on sky.com/help if you need more support. Of course, our contact centre advisors are also on hand to help you with anything you need, just bear in mind it might take a little longer than we’d like for you to get through to us. And don’t forget Sky Community is always there for you too.

Thank you for your ongoing kindness and consideration to our teams as they do their very best to help you.