topic Sky Q Box not connecting to broadband in Sky Q

Sky Q Box not connecting to broadband

SaraMac66 — Wed, 03 Jun 2026 15:51:26 GMT

Hi All

My Sky Q Box is no longer automatically connecting up to my broadband although there is no issue with my Internet. I am daily having to go through the process of restarting my Q Box so that it will connect up again but this only lasts until I turn my TV off. When the TV is not connected to my Internet I can access all channels and my recordings but cannot access any of my Apps.

Has anyone else had this issue and found a solution? Thank you in advance

Re: Sky Q Box not connecting to broadband

Michael1327 — Wed, 03 Jun 2026 16:22:18 GMT

Yes. I have exactly the same problem. This has been going on for several months. I would like to speak to someone from Sky about this but the website pushes you around other options.

Re: Sky Q Box not connecting to broadband

SaraMac66 — Wed, 03 Jun 2026 16:42:51 GMT

Me too, I would really like to speak to someone and get this sorted.

Re: Sky Q Box not connecting to broadband

Sky2 — Thu, 04 Jun 2026 06:36:38 GMT

It sounds as though the Sky Q box is losing its network connection when it comes out of standby, rather than there being a fault with your broadband itself.

A few things are worth checking:

• Go into Sky Q Settings and make sure the box software is fully up to date.

• Check that "Networked Standby" is enabled, as this can help maintain the connection.

• If you're using Wi-Fi, try reconnecting the box to the network, or, if possible, connect it directly to the router with an Ethernet cable to see if the problem disappears.

• Restart both the broadband router and the Sky Q box, and allow them to reconnect fully.

• If the issue continues, it may indicate a fault with the Sky Q box's Wi-Fi hardware or software, particularly as the connection is restored temporarily after a reboot.

As you can still watch live TV and recordings, the box itself is working, but the loss of internet connectivity is preventing access to apps and on-demand services. If the above checks don't resolve the issue, see if Sky Support can run diagnostics on the box remotely.

Re: Sky Q Box not connecting to broadband

SaraMac66 — Fri, 05 Jun 2026 12:58:44 GMT

Thank you so much for responding to my message and for all your advice.

As per your suggestion I updated the software and for the first time in a few weeks the Q Box was connected to my broadband when I turned everything back on from standby. Hopefully that was the cause of the problem. We will see. I wonder why it hadn't automatically update the software or is it because the updating of the software acted in a similar way to doing the restart by turning off at the plug etc?

Regarding your remaining pieces of advice

1) I went through set up and reconnected to the network about a week ago but sadly that didn't make any difference.
2)I am unable to connect directly to my router via an Ethernet cable but the router is only a short distance away and I have had the Sky Q Box for several years and there has never been this problem before.

3) Could you tell me how to enable Networked Standby, if it isn't already? I have had a look in settings and I cannot see how to do it.

4) If the problem starts up again I will try the restarting of my internet and Sky Q Box simultaneously and if that doesn't work I will try Sky Support. I wonder if you have a direct number for them as I have had difficulty in finding a way to speak to anyone directly.

Thank you once again, I am very grateful for your help.

Re: Sky Q Box not connecting to broadband

Sky2 — Fri, 05 Jun 2026 13:36:55 GMT

Reconnecting didn't help
That tends to rule out a simple Wi-Fi configuration issue. If the box reconnects successfully but then loses the connection again after entering standby, the settings are probably not the root cause.
The router is nearby, and it's worked for years.
This is important. If nothing has changed in your home network and the router is only a short distance away, then:

The Wi-Fi receiver in the Sky Q box may be failing.
A recent software update may have introduced a bug. Which has been in the press, and whilst it was only on ITV, I think I got a test screen on TLC and needed to update.
The box may be having difficulty waking its network connection from standby.

The fact that a reboot fixes it temporarily suggests the hardware and software are still capable of connecting.

Networked Standby
Older Sky Q software had:
Settings > Setup > Preferences > Networked Standby.

However, Sky has altered some menus over the years, and many users no longer see this option. If it isn't present, don't worry too much. The bigger clue is that the box is disconnecting every time it enters standby.

Contacting Sky: Try this way via the link and use the virtual assistant. When it gives up, a human normally comes on: Still need help? | Sky Help | Sky.com | Sky Help | Sky.com

Just thought, have you deleted your old recordings from the drive?

Recorded > Manage > Deleted. If you haven’t deleted any and it’s at 90+% or higher, highlight that program and press> to delete. So on and so forth until the end. There is another way, but I think it’s best for you, not only because I do it this way, but also because I ended up deleting it all, including the scheduled.

Re: Sky Q Box not connecting to broadband

SaraMac66 — Sat, 06 Jun 2026 06:24:17 GMT

Thank you once again for getting back to me.

Sadly the software update only enabled the Skybox to connect automatically twice and I have now had to return to restarting the Sky Q Box each time to connect to my router.

I keep on top of my recordings and regularly delete those no longer wanted, I am currently around 50%.

I think it is time now to try and speak to someone at Sky. I did try to do this on Thursday and that is why I ended up on this Forum as the virtual assistant suggested that is what I should do. Thank you for the link.

Re: Sky Q Box not connecting to broadband

SaraMac66 — Sun, 07 Jun 2026 08:32:24 GMT

Just to let you know that I have been in touch with Sky again through their virtual assistant system system and was able to "chat" with a human. I am now being sent a new Sky Q Box within the next few days as my Q Box is pretty old and was no doubt the cause of the problem. Thank you for all your help Sky2!

Re: Sky Q Box not connecting to broadband

Aiden. — Sun, 14 Jun 2026 17:41:54 GMT

Same issue being had here too. Maybe I need a new main box also.

Re: Sky Q Box not connecting to broadband

Sky2 — Sun, 14 Jun 2026 19:11:23 GMT

After you have repeatedly done the following, it could be:

Reconnecting didn't help.
That tends to rule out a simple Wi-Fi configuration issue. If the box reconnects successfully but then loses the connection again after entering standby, the settings are probably not the root cause.
The router is nearby, and it's worked for years.
This is important. If nothing has changed in your home network and the router is only a short distance away, then:

The Wi-Fi receiver in the Sky Q box may be failing.
A recent software update may have introduced a bug. Which has been in the press, and whilst it was only on ITV, I think I got a test screen on TLC and needed to update.
The box may be having difficulty waking its network connection from standby.

The fact that a reboot fixes it temporarily suggests the hardware and software are still capable of connecting.

Networked Standby
Older Sky Q software had:
Settings > Setup > Preferences > Networked Standby.

Contacting Sky: Try this way via the link and use the virtual assistant. When it gives up, a human normally comes on: Still need help? | Sky Help | Sky.com | Sky Help | Sky.com

Just thought, have you deleted your old recordings from the drive?

Re: Sky Q Box not connecting to broadband

SaraMac66 — Sun, 14 Jun 2026 19:43:13 GMT

Sadly my new Sky box has the same problem and I still need to restart the box every time I turn on the TV to be able to connect up to my network. It is very frustrating. I need to get back in touch with Sky.

I too have had Sky from around 1992 and have not had this problem until around 4 weeks ago.

Re: Sky Q Box not connecting to broadband

Aiden. — Mon, 15 Jun 2026 05:19:54 GMT

That's amazing. I wonder is it software update related?