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Connection problems on Sky Q

Sky Q Mini box connectivity error message

If you see the on screen error message 'You can’t watch TV right now as there is a connectivity problem' or frequently experience a frozen picture when watching live TV on your Sky Q Mini box, go to your Sky Q box, check it's switched on and connected to your broadband router then try the steps below.

If you've moved any equipment, move it back to its original location. If you'd like to keep your Sky Q Mini box in another location, please contact us.

Please note: You'll need to return to your Sky Q Mini box after completing each one to see whether you can view live TV.

  • Check system status

    Check your broadband router is working and your Sky Q box is connected to it by going to your main Sky Q box and pressing Home on your Sky Q remote, then selecting Settings followed by Status.

    Make sure Satellite Signal, Network connection, Watch via Sky Q app and Watch on Sky Q Mini box are all displaying ✓.

    If they are all ticked, check that you can watch TV and change channels on your main Sky Q box. If you can't you'll need to restart your main 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 can watch TV and change channels but the problem remains, see Check your setup.

  • Check your setup

    If you have more than one Sky Q Mini box, check the others are switched on and the standby light on the front panel is amber or green.

    If you have a Sky Q Booster, check its lights - If the connected light is off, try the following:

    1. Switch your booster off, checks 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 of the device until lights begins to flash. This can take up to 20 seconds.
    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.
    5. Next, press and hold WPS on your Sky Q Mini 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.

    If you're having trouble getting your Booster to connect, go to Sky Q Booster not connecting.

    If that doesn't work or you don't have a Sky Q Booster, you'll need to contact us.