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Fix sound problems on the Sky Q app

If the sound is out of sync, or there’s no sound when using the Sky Q app, there are a few things you can try to resolve the issue. 

  • The sound is out of sync with the picture

    Try these initial checks:

    • If you're watching a download or on demand, stop it, then play it again.
    • If you're watching live TV, check the same TV channel on your Sky Q box. If you see the same problem on that channel only, it may be a broadcast problem. Try again later.

    If it's only on the Sky Q app, check the Wi-Fi connection on your device 

    If your signal is weak:

    1. Check to see if you have a weak signal on another device, such as your computer. If you do, it may be a wider issue with your broadband connection. If you're a Sky Broadband customer, sign into My Broadband so we can run some tests on your connection, or follow our broadband diagnostic.

      Want to test your connection but not with Sky Broadband? Explore the latest Sky Broadband offers.

    2. Follow our tips on how to improve your Wi-fi signal to your devices.
    3. Turn off your device's Wi-Fi connection then turn it back on.
    4. Move closer to the broadband router. If it fixes the problem but you don’t want to watch from this part of your home, a Sky Q Booster could be the answer. To get one, please contact us.

  • There's no sound

    Try these initial checks:

    • Check the volume is turned up on your device.
    • Check your device's Mute button hasn't been switched on.
    • If using headphones, check your headphone port is clear before plugging them in.
    • Try watching a different TV channel on your Sky Q box. If only one channel is affected it's likely to be a broadcast problem. Try again later.

    If you're having the same problem on all channels on your Sky Q box, go to No sound on your Sky Q box.

  • Still having sound problems? Restart the app

    In many cases, restarting the app will resolve some issues with the Sky Q app. To do this:

    Apple device users: Press the device's Home button twice to bring up your recent applications. Tap and hold the Sky Q app and swipe it up to close it.

    Android device users: Open the device's recent screens menu. Find the Sky Q app screen and tap X to close it.

    Now reopen the app to see if this resolves the problem.

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