No sound on some or all live TV channels

It sounds obvious, but the first thing to do is try turning the volume up and down using your Sky Q remote.

Still nothing? Press the volume buttons on your TV remote instead. If this works, there might be a problem with your Sky remote.

If you're still not hearing any sound, check your cables. Try changing the HDMI port on the back of your TV to see if this fixes your issue. If not, go to next steps.

  1. Press Home on your Sky Q remote, then select Settings followed by System info.
  2. Take note of the Hardware Version and Software Version.
  3. Go to How to check which Sky box you have to make sure the Software Version listed in the table matches the version on your Sky Q box.

If they match, your box is already on the correct software and doesn't need updating. If they don't match, you'll need to complete a software download.

  1. Press Home on your Sky Q remote, select Settings, and then Setup.
  2. Choose Audio Visual, then Digital audio output HDMI and make sure it's set to Normal or try Dolby Digital first if Dolby Digital Plus is already selected.

If you're using a soundbar or other home cinema system, make sure it's switched on.

Still nothing? Try disconnecting your soundbar and connecting your HDMI cable directly to your Sky Q or Sky Q Mini box instead. If that fixes your problem, there is likely an issue with the device you disconnected, and you'll need to contact the manufacturer for more help.

Try connecting another device to your TV, like a DVD player or Chromecast.

If you have sound problems with your other device, then the issue is likely with your TV rather than your Sky box, and you'll need to contact your manufacturer for more help.

Check both ends of your HDMI or AV cable to make sure it's securely connected to both your TV and your Sky Q box.

If you’re still having problems, try another HDMI socket on your TV.

  1. Press Standby on your Sky Q remote, then switch off or unplug the box at the mains.
  2. Check there are no lights on the front panel of your Sky Q box.
  3. Plug back in and switch on your Sky Q box.
  4. Wait for the on-screen instructions to disappear, then press Home on your Sky Q remote.

It can take up to five minutes for some features to return.

Still nothing? You might need to book an engineer visit online. Or, if you're in the ROI, contact us for more help.

  1. Press the Home button on your Sky Q remote, highlight Settings then press 0, 0, 1 and then the Select button on your remote.
  2. Select Reset, then Reset settings and select Confirm.
  3. Wait for the on-screen instructions to disappear then press the standby button on the front of your Sky Q box, instead of the Home button on your Sky Q remote.

Resetting the setting will clear any remote pairings you have setup. To re-pair your remote to your Sky Q box, follow our help guide.

Resetting your settings will also reset:

  • Audio visual settings, such as picture resolution and HDMI control.
  • Preferences, such as auto-play and standby mode.
  • Settings changed within the hidden engineer menu, including LNB type and wireless connectivity.
  • Accessibility settings, such as contrast and audio description or subtitles.
  • Account info for Sky Q TV apps, such as Netflix.