Says problem connecting to broadband

Marina1901 — Thu, 26 Feb 2026 19:33:45 GMT

Can watch any apps or multi room as it says there's a problem connecting to my broadband, even though my broadband is working

Re: Says problem connecting to broadband

GD1 — Thu, 26 Feb 2026 19:39:22 GMT

@Marina1901 This doesn't sound like a Sky Go PC/Mobile app related issue as it dpoesn't host aps. Do you actually have Sky Q?

Re: Says problem connecting to broadband

Marina1901 — Thu, 26 Feb 2026 19:42:59 GMT

I have sky Q. It says network connection isn't working but I don't understand why.

Re: Says problem connecting to broadband

oldfella — Fri, 27 Feb 2026 11:11:57 GMT

@Marina1901 wrote:

I have sky Q. It says network connection isn't working but I don't understand why.

Hi @Marina1901

First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router.
If you are on Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
If you are on Sky Broadband with the new Sky Max router then you need to connect it as if it is a 3rd party router.
If you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

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