topic Re: Sky Q box disconnecting from broadband when using apps in Sky Q

Sky Q box disconnecting from broadband when using apps

Deccs — Mon, 27 Apr 2026 14:54:47 GMT

Hi all,

Has anyone else experienced this? I have broadband with Virgin and i've never had problems until 3 weeks ago but whenever i load up apps through the sky box, it seems to disconnect from my broadband. It's happened on the Prime App, Netflix and just now on HBO max.

It's definitely not the broadband because i can load them through the smart TV. And my box seems to be working fine upstairs.

The box will connect again after 10-15 minutes or if I reset it but it will just disconnect again when i start watching something on the apps.

I've spoken to sky on live chat and they've said contact sky protect and potentially get a new box but i'd rather not as I have loads of recordings on there.

And i can't wire the connection because the router is in a different room.

Any advice would be appreciated.

Re: Sky Q box disconnecting from broadband when using apps

DaveDrizen — Mon, 27 Apr 2026 18:51:49 GMT

@Deccs wrote:
Hi all,

Has anyone else experienced this? I have broadband with Virgin and i've never had problems until 3 weeks ago but whenever i load up apps through the sky box, it seems to disconnect from my broadband. It's happened on the Prime App, Netflix and just now on HBO max.
It's definitely not the broadband because i can load them through the smart TV. And my box seems to be working fine upstairs.
The box will connect again after 10-15 minutes or if I reset it but it will just disconnect again when i start watching something on the apps.

I've spoken to sky on live chat and they've said contact sky protect and potentially get a new box but i'd rather not as I have loads of recordings on there.
And i can't wire the connection because the router is in a different room.

Any advice would be appreciated.

You might need a new box but if it a SkyQ box they are only on loan. I don't know why the person you spoke to told you to contact Sky protect as they onlydeal with insurance deals for you Sky equipment for misshapes like accidental damage ect. If you box is faulty Sky will replace without charge by you ringing Sky customer services and arranging a box swip

Re: Sky Q box disconnecting from broadband when using apps

Deccs — Tue, 28 Apr 2026 10:14:10 GMT

I was hoping that wasn't going to be the case.

I'm going to call them up - it did it again last night.

Never had any issues with the box before now so it's really strange.