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Connection problems on Sky Q

No connection to broadband on your Sky Q box

Checks to make if your Sky Q box can't connect to broadband:

From your Home screen, go to Settings, select Setup and choose Network. Highlight Status.

If Connection to broadband router has a X, go to Have you changed your broadband router?

If Connection to broadband router has a but Connection to internet has a X, then check your broadband connection by browsing the internet via Wi-Fi on another device.

If your broadband isn’t working make sure your broadband router is set up and working correctly. If you don’t have Sky Broadband, set it up according to your provider's instructions. 

If broadband is working in your home then contact us.

  • Check your other Sky products

    If you have more than one Sky Q box, check the power light on the front is amber or green on each of them. 

    If all your boxes are switched on and you've changed your router recently, go to the Have you changed your broadband router. If you haven't changed your router, go to Restart this box

  • Have you changed your broadband router?

    If you've changed your broadband router or changed any settings on it then you’ll need to reconnect your Sky products to your network. 

    Sky Q box

    1. Press Home on your Sky Q remote and select Settings then Setup.
    2. Select Network, then select Reset and when prompted, Confirm and follow the on screen instructions.

    Sky Q Booster

    Reset your Booster by pressing and holding the reset button on the back for ten seconds until the power light flashes.

    After it restarts wait for the wireless light to turn solid green, then press the WPS button on your Sky Q box for three seconds. The button will flash amber. Within two minutes, press and hold WPS on your Sky Q Booster for three seconds.

    After a short wait, the connected light will turn green.

    Sky Q Mini boxes

    1. Press Home on your Sky Q remote and select Settings then Setup.
    2. Select Network, then select Reset and when prompted, Confirm and follow the on screen instructions.

    Wait a few minutes for your Sky Q Mini box to connect, then confirm it has worked by watching TV.

  • Restart this box

    1. Switch your Sky Q box off at the mains.
    2. Check that both ends of all cables are securely connected.
    3. 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.

    Once back on, from the Home screen go to Settings, select Setup, and choose Network. Highlight the connection status.

    If you're still having problems, Restart your broadband router

  • Restart your broadband router

    1. Switch off or unplug your router at the mains socket.
    2. Check there's no lights on the front of your router.
    3. Plug your router back in and switch it on at the mains. Check the power light is back on.

    It can take up to two minutes for the internet connection to restart. During this time you won’t be able to browse the internet or use TV on demand.

    If you’re still having problems, please contact us.