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To enjoy all our services, you must have an active broadband connection. Please check your connection

To use your Sky Q boxes, your main Sky Q box must be switched on and connected to your broadband router.

  • Check system status

    Check your broadband router is working and your Sky Q box is connected to it by going to your 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, go to Check your setup. 

  • Check your setup

    Check your broadband router is switched on and working by browsing the internet via Wi-Fi on another device. If you can't browse, try switching it off then on again by either unplugging it from the power socket, or removing the power cable from the back of the port on your router (make sure that any lights on the front are off before re-connecting the power cable).

    If your Sky Broadband isn't working contact us using the details below. If you don't have Sky Broadband contact your broadband provider.

    If you have a Sky Q Booster, make sure it's turned on and the connected light is on. 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 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.
    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, go to Have you changed your broadband router?

  • Have you changed your broadband router?
    If you've changed your broadband router or changed any settings on it then you’ll need to reconnect your Sky products to your network. If you haven’t changed any settings, go to Restart your Sky Q boxes.

    Sky Q box

    Press Home on your Sky Q remote and select Settings then Setup.

    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 three seconds. The button will flash amber. Within two minutes, press and hold WPS on your Sky Q Booster for three seconds.

    After a short wait, the connected light will turn green.

    Sky Q Mini boxes

    Press Home on your Sky Q remote and select Settings then Setup.

    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.

    If you're still having problems, Restart your Sky Q boxes.

  • Restart your Sky Q boxes
    For each 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.

    Then, restart your router:

    1. Switch off or unplug your router at the mains socket.
    2. Check there's no lights on the front of your router.
    3. Plug your router back in and switch it on at the mains. Check the power light is back on.

    It can take up to two minutes for the internet connection to restart. During this time you won’t be able to browse the internet or use TV on demand.

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