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Sky Q 'still down': Thousands in UK unable to watch television Sky TV boxes keep cutting out and turning off

Sky Q box with a satellite dish in the background
Sky Q was the flagship set-top box when it launched almost a decade ago, but a prominent analyst now believes that Sky wants to shift its subscribers to newer, streaming-powered hardware like Sky Glass and Sky Stream
SKY TV PRESS OFFICE | GETTY IMAGES | GBN
Aaron Brown

By Aaron Brown


Published: 16/05/2025

- 10:36

Updated: 16/05/2025

- 11:28

Why does my Sky Q box keep turning off? We've got the answers

  • Thousands of Sky TV viewers have flagged problems with the popular service
  • Reports started to appear around 9.30pm on May 15, 2025
  • Error reads: "You can't watch TV at the moment due to a connectivity problem"
  • Glitch appears to be linked to power-saving Standby Mode
  • Widespread issues caused Sky Q boxes to "crash", turning off unprompted
  • Broadband speed and satellite signal strength do not appear to be the issue
  • Watching on iPad via Sky Go still works, Sky TV has advised
  • Sky Glass and Sky Stream don't appear to be as badly impacted by the error

Struggling to watch Sky TV? You're not alone.

An infuriating technical glitch has caused thousands of Sky Q set-top boxes to "crash" nationwide — leaving thousands of Sky TV subscribers staring at a blank screen.

The issues first surfaced around 9.30pm last night (May 15), but continue over 12 hours later.

The outage appears to be linked to the power-saving Standby Mode built into Sky Q. Newer Sky Glass and Sky Stream devices, which both ditch the satellite dish in favour of a broadband connection, appear unaffected.

A Sky spokesperson told GB News: “We’re sorry some customers had trouble accessing Sky Q last night. The issue was quickly resolved, and service has been restored.”

Despite reassurances that everything has been resolved and Sky TV issuing advice to fix the Sky Q outage, thousands of subscribers are still complaining about problems with the service. According to independent website DownDetector, which monitors activity on social media to track issues with websites and online services, over 2,600 people are still experiencing Sky Q crashes at 9.45am on May 16.

graph from Down Detector showing complaints about Sky Q continue 12 hours after the first UK outage

Over 12 hours after the first reports about trouble with Sky Q, thousands of subscribers are still flagging issues with the satellite set-top box

DOWNDETECTOR UK

That's a significant drop from the peak, which saw more than 33,000 Sky TV subscribers unable to watch live television, Recordings or streaming services like Netflix and Prime Video built into Sky Q. The biggest spike in complaints on DownDetector coincided with the second of two Eurovision semi-final nights, which took place in the Swiss city of Basel and was broadcast live on BBC One.

According to complaints on social media, the frustrating outage triggers an error message on the set-top box that reads: "You can't watch TV at the moment due to a connectivity problem."

One disgruntled Sky Q viewer posted on X: "Sky TV is still down and I can't even switch it on what's going on @skytv!"

"@skytv any chance you can help with Sky Q box just shutting down and disconnecting from the TV? It seems I am not the only one trying to get help," another added on X, formerly Twitter.

Another X user complained: "@SkyHelpTeam TV service down from 8pm to 8am. No communication from Sky.Contract price recently increased, further broadband price inrease on the way, yet the service is getting worse. Really not on"

A new thread was created on the Sky Help Forum last night when issues started to surface. Within hours, the thread now runs over 82 pages. At the time of writing, several frustrated Sky TV subscribers continue to post about new problems with the service.

"When will sky be fixed? Mine has been off since last night. Says no source/power. Can't get through on phones as says technical issue. Can't report it online as just a generic chat not and end up going around in circles. Please someone respond. I also assume we will be getting compensation for the outage as you definitely charge enough for the service!" one person commented in the thread, which is monitored by customer service representatives from Sky TV.

Sky Q box with a rainbow glow beneath it Sky Q was first announced back in 2015, but remains on-sale as the last set-top box from the UK broadcaster with a physical hard-drive and that relies on a satellite dish to beam live telly SKY TV PRESS OFFICE

Another disgruntled Sky Q viewer posted: "I got through to a rep at Sky this morning and it was all due to a Sky Q update that went through which was obviously corrupt. Between 9pm and 11:20pm the boxes kept on going into standby mode but had to be rebooted to get them the boxes to work. They rolled back the update and it all started to work properly from 11:20 pm.

"But I said that's no good to me as we couldn't actually watch tv properly and demanded compensation. Watch this space. But the outgoing message on the 150 says they will send you a text message and update you they haven't and nor have they updated the website.

"The call centre wasn't aware until they opened their mailboxes and read back what happened or at least it felt like it. I am watching a movie for 30 minutes to make sure that the issue has been resolve!"

down detector reports showing Sky q outage uk

Down Detector tracks issues by monitoring chatter across social media. At the peak, over 33,000 people were complaining about problems with Sky Q boxes switching themselves off due to a glitch with the power-saving Standby mode

DOWNDETECTOR

At the time of writing, Sky has not issued a statement about the cause of the outage. However, some Sky TV subscribers have suggested changing the Smart Standby settings to fix the glitch.

For those who don't know, Smart Standby Mode is a built-in energy-saving setting on Sky Q that automatically places your box into a low-power state during periods of inactivity — typically overnight or when the system detects it's not being used.

While this can reduce your energy usage slightly, it can also mean longer startup times, interrupted downloads, or missed remote recordings via the Sky Go app. If you'd rather your box remain more responsive at all times, adjusting the standby settings can make a big difference.

It also appears to be related to the nationwide outage, which is causing Sky Q boxes to shut down — or "crash," as some viewers have described it — without warning. Some Sky Q viewers have continued to experience the error despite taking the below steps, while others suggest it's resolved the glitch.

How to Disable Smart Standby and Set Standby Mode to “Active” on Sky Q

Here’s how to tweak the settings so your Sky Q box stays alert and ready when you are.

Step 1: Grab your remote and press Home

This takes you to the main Sky Q menu.

Step 2: Scroll down to Settings

Use the arrow buttons to highlight Settings, but don’t press the Select button yet.

Step 3: Press 0, 0, 1 then Select

Yes, this is Sky’s little-known shortcut to unlock the hidden “Installer Menu”. You won’t see anything change until you press Select at the end.

Step 4: Scroll to Standby Mode

In this hidden menu, find the Standby Mode setting.

Step 5: Change from “Eco” or “None” to Active

You’ll usually see three options:

  • Eco (default): Low-power mode overnight; downloads and remote record may be delayed.
  • None: Slightly more active, but still powers down during extended inactivity.
  • Active: The box remains ready, enabling faster start-up and uninterrupted background tasks.

Use the arrow keys to select Active, then press Select to confirm.

Step 6: Exit the menu

Press Home or Back to return to the standard settings area. Your Sky Q box will now stay more responsive and avoid entering Smart Standby unless manually put into standby mode.

Sky Q debuted in the UK in early 2016, marking a significant evolution in Sky's television offerings. It was designed to replace the long-standing Sky+ HD service and introduced several core upgrades to the platform, integrating traditional satellite broadcasting with on-demand content, catch-up services, and third-party apps for the first time.

Sky Q's service was built to be accessible everywhere, so viewers could take recordings with them, and stream on different devices anywhere in the UK. To make this possible, the Sky Q system bundled a main set-top box with a built-in hard drive for recording, multiroom capabilities via Sky Q Mini boxes, and mobile apps for viewing on the go.

While still relying on a satellite dish, Sky Q arrived with a marked step-up in quality, delivering high-definition and ultra-high-definition (UHD) content directly to homes. It also bolstered the number of simultaneous recordings to six shows. Sky Q is available with a 2TB or 1TB hard drive to store thousands of hours of shows, films, and documentaries.

In recent years, Sky has shifted its focus towards internet-based solutions, introducing Sky Glass and Sky Stream. These services eliminate the need for satellite dishes, offering content delivery entirely over broadband connections. Sky Glass combines a smart TV with built-in Sky services, while Sky Stream provides a standalone streaming device, both aiming to simplify installation and cater to the growing demand for flexible, on-demand viewing experiences.

This strategic pivot reflects a broader industry trend towards streaming, with Sky gradually phasing out its satellite-based offerings. While existing Sky Q customers continue to receive support, the emphasis is increasingly on promoting Sky Glass and Sky Stream to new subscribers.

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