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.

Thanks

We can now provide you with more relevant help.

Problems with your Sky Q box

Sky Q box won't turn on

If your Sky Q box won't turn on, is stuck on standby, or slow to respond, here are a few checks to carry out.

  • Check for a fault with your Sky Q remote

    Press on your Sky Q remote and check the light on it flashes. If the remote doesn't flash, go to Problems with your Sky Q remote.

    If your remote does flash, press Home. If the standby light on your Sky Q box remains on red or amber or is slow to respond, press the Standby button on the front panel of the box.

    If your box displays a green light, then the Sky Q remote isn't working with the Sky Q box. Go to Restart your Sky Q box below. If your box remains on red or amber, or continues to be slow, check for ventilation issues.

  • Check for ventilation issues

    To keep your box well ventilated:

    • Avoid placing the Sky Q box on a carpet or in an enclosed space, such as a closed cabinet. Allow at least 10cm of space above and on all sides of the box vents.
    • Don't stack other devices on top of, underneath, or beside your Sky Q box.
    • Keep the box away from heat, such as vents on TVs and electronic devices, radiators and direct sunlight.

  • Check your standby settings

    When your Sky Q box is installed, it's set to Eco. This is the recommended setting as the box consumes less energy by going into low power mode between 2.30am and 5:45am. 

    Bringing your box out of Eco mode will take a few minutes and if you try to use your Sky Q Mini box before 5:45am, you may experience connectivity issues. To stop this, you’ll need to switch your standby setting to Active or None.

    To change your standby setting:

    1. Press Home on your Sky Q remote and select Settings, then Setup.
    2. Select Preferences, followed by Standby mode and select the setting you want. 

    Please note: All boxes should be on the same energy saving settings. 

  • Restart your Sky Q 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.

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