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Connection problems on Sky Q

Problems watching TV on your Sky Q Mini box

You'll need to carry out these quick checks around your home. Return to your Sky Q Mini box after completing each step to see whether you can view live TV.

If you see a frozen image, wait a few seconds to see if the picture returns. If it does, it may rewind a few seconds before continuing. If the picture remains frozen or you see a connectivity error message, try the steps below.

  • Check system status

    Go to your main Sky Q box and check that you can watch TV and change channels.

    1. Press Home on your Sky Q remote. Select Settings followed by Status.
    2. Check all four status displays. If any are showing X, select that section for more information.

    If all are showing , go to Have you changed your broadband router?

    If you haven't changed your broadband and can’t watch TV or change channel, restart your Sky Q Mini box:

    • Switch your Sky Q Mini box off at the mains.
    • Check that both ends of all cables are securely connected.
    • Switch your Sky Q Mini box back on at the mains.
    • Wait for the onscreen instructions to disappear then press Home on your Sky Q remote.

    Once restarted, if you can watch TV and change channels but the problem remains, go to Have you changed your broadband router?

  • Have you changed your broadband router?

    If you've changed your broadband router or changed the network name or password on it then you’ll need to reconnect your Sky products to your network. If you haven’t changed any settings move on to Check your setup.

    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 two seconds. The button will flash amber. Then press the WPS button on your Booster within two minutes.

    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.

  • Check your setup
    If you've more than one Sky Q Mini box, check the others are switched on and the power light is either green or amber.

    If you have a Sky Q Booster, check it's switched on and the connected light is on. If the connected light is off, try the following:

    1. Switch your booster off, check the lights have gone out, then switch it back on.
    2. Ensure your booster is powered on then press and hold the reset button on the back for ten seconds until the power light flashes.
    3. Press and hold WPS on your Sky Q box for three seconds. The WPS button will begin to flash amber. Within two minutes, press and hold WPS on your Sky Q Booster for three seconds.
    4. Within approximately two minutes the Sky Q Booster's connected light will turn solid green and the WPS button will turn solid green and then off.
    If you're having trouble getting your Sky Q Booster to connect, go to Sky Q Booster not connecting.

    If that doesn't work or you don't have a Sky Q Booster, Restart your boxes.

  • Restart your boxes
    On your Sky Q Mini box:

    1. Switch your Sky Q Mini box off at the mains.
    2. Check that both ends of all cables are securely connected.
    3. Switch your Sky Q Mini box back on at the mains.
    4. Wait for the on screen instructions to disappear then press Home on your Sky Q remote.

    If that doesn't fix the problem, go to your Sky Q box and carry out the same steps.

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