There is no single “Sky On Demand” fix. Sky Q downloads programmes over broadband, while Sky Glass and Sky Stream stream them; older Sky+ menus and faults are different again. Identify your product, note the exact error, and follow the least destructive steps below.
Start here: three checks that prevent a needless reset
- Check Sky’s Service Checker. Record the exact on-screen wording first, then check Sky’s error and service guidance. Do not assume an outage without checking the live status page.
- Try another programme and app. If only one title fails, the problem may be availability, rights or that title’s delivery rather than your box.
- Test live TV. Live TV working while On Demand and apps fail usually points to broadband, service status or account access—not a satellite-signal fault.
For a basic restart, put the equipment into standby where possible, switch it off at the wall for at least 30 seconds, restore power and allow it to finish starting. Check power, HDMI, Ethernet and (for Sky Q) dish connections. Keep at least 10 cm of ventilation around a Sky Q box.
Which Sky product do you have?
- Sky Q: a separate set-top box with recordings, satellite service and downloaded On Demand programmes.
- Sky Glass: a television with Sky software built in.
- Sky Stream: a small puck attached to another television.
- Sky+: older recording-focused hardware with different menus and support paths.
The Home > Settings > 0, 0, 1 installer-menu sequence below is for Sky Q. Do not use it on Glass or Stream. Product support hubs are listed at Sky TV help.
Sky Q: downloads, Catch Up and On Demand
Check the broadband and internet links
- Press Home.
- Choose Settings > Status > Network connection > Network setup.
- Confirm that both the connection to your broadband router and the connection to the internet show ticks.
A cross means the network must be fixed before downloads can work. Sky says business, 4G, point-to-point and satellite broadband configurations can prevent Sky Q On Demand downloads; Sky specifically says satellite broadband will not work for Sky Q On Demand. Ask the broadband provider about router or service workarounds where applicable. See Sky’s Sky Q On Demand guidance.
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Download stuck at 0% or 1%
- Press Home > Recordings > Manage > Downloading.
- Select Pause queue, wait briefly, then return and select Resume queue.
This pauses every queued download, not just one programme. Restart your router first if the queue will not resume.
“Call to upgrade” or “No subscription”
If Sky Q is attempting an HD download and you do not have the HD pack, change the default format: Home > Settings > Setup > Preferences > On Demand default download format > SD. This addresses the HD-format mismatch described by Sky; it does not bypass programme rights or other subscription restrictions.
Refresh Sky Q apps
For “There are no programmes of this type available”, or when On Demand, Catch Up or Netflix will not open:
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- Restart the broadband hub.
- On the Sky Q remote, press Home, highlight Settings, press 0, 0, 1, then Select.
- In the Installer menu choose Apps > Refresh all Apps on this box, then confirm.
- Press Dismiss and try again.
The refresh can take time. A first app launch may briefly show “Call to upgrade” while the app finishes downloading. Full instructions are in Sky’s error-message article.
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Restart the Sky Q box
- Press standby on the remote.
- Switch off or unplug the box at the mains and confirm that no front-panel lights remain.
- Check cables, restore power and wait for the on-screen instructions to disappear.
- Press Home. Sky says some features can take up to five minutes to return.
Hard-drive reset: final resort only
Use it only after the network, queue, restart and app-refresh steps fail and you accept that loss. The path is Home > Settings > press 0, 0, 1 then Select > Reset > Reset hard drive. Read and confirm the warning. When instructed afterward, use the standby button on the front of the box, not the remote’s Home button. Allow up to five minutes for features to return. Sky says Buy & Keep purchases can be restored through the Sky Store website or the purchases tab in Recordings.
Sky Glass and Sky Stream: streaming, setup and playback
Restart the TV or puck and router
- Press standby on the remote, the right side of a Glass TV, or the bottom of a Stream puck.
- Switch the equipment off at the mains, then switch it back on. You do not need to unplug the device itself.
- Wait for the Sky logo and standby light, then press Home.
Restart the router as well: disconnect power until its lights go out, reconnect it and wait several minutes for broadband to return. Test another title and app before changing settings.
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Stuck on the Sky logo or “Checking your status”
- Switch off the Glass TV or Stream puck at the mains.
- Press and hold the physical Standby button on the TV or puck while restoring power.
- Release when the indicator lights flash.
- Wait up to 15 minutes for recovery, then restart and complete setup.
If Ethernet is connected during setup and the logo screen persists, unplug Ethernet, restart, follow the on-screen instructions and reconnect it when prompted. Sky’s procedures are documented for the Sky logo and status-check screen.
Software update stuck at 0%
- Check Sky Service Status.
- Reset the remote by holding 4 and 6 together for three seconds.
- Power-cycle the device and repeat the physical-button recovery above.
- Wait up to 15 minutes and finish setup.
- If necessary, use Ethernet. To change from Wi-Fi, go to Home > Settings > Network > Reset, confirm, then choose Connect via Ethernet Cable.
Sky also describes an advanced forced-update procedure that can require Ethernet and up to one hour powered on. Treat that as escalation, not a routine fix: Sky’s update guidance.
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Buffering or freezing
- Compare another programme and another app.
- Restart both router and Sky device.
- Try Ethernet temporarily when the device is near the router. If Ethernet works, investigate Wi-Fi placement or stability before buying a booster.
- Do not confuse buffering with “No subscription” or catalogue messages; those require account or availability checks.
Sky Glass can pause live TV for up to 45 minutes; the rewind buffer depends on how long the channel has been watched. Those limits are feature behaviour, not necessarily a fault, and do not apply universally to every Sky product or programme. See Sky’s pause and rewind guidance.
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Remote does not respond
Check that the TV or puck is not in standby and that no button is stuck. Reset the Glass or Stream remote with 4 + 6 for three seconds, then restart the device. If the service works through the menus but the controller still fails, use the official Sky Remote app where compatible and ask Sky about warranty or replacement options: remote support.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Error messages: first action and escalation
| Message or symptom | Likely direction | First action | Escalate when |
|---|---|---|---|
| There are no programmes of this type available | App catalogue, service or app data | Try another title, restart router, refresh Sky Q apps | Several titles and apps fail after refresh |
| Call to upgrade / No subscription | Entitlement or HD-format mismatch | Check account; on Sky Q try SD default format | Other subscribed content also fails |
| Software error | Temporary software or service fault | Check Service Checker and power-cycle | Error returns after recovery |
| No WiFi connection | Router, Wi-Fi or network configuration | Restart router; test Ethernet | Other devices also lose broadband |
| Linking unsuccessful | Setup, account or network link | Reset network and repeat setup | Setup cannot complete after wired test |
| Updating software stuck at 0% | Update delivery or network path | Remote reset, mains recovery, then Ethernet | Advanced update procedure fails |
| Checking your status | Glass/Stream setup or connectivity | Physical-button recovery; wait up to 15 minutes | Screen returns after complete setup |
| Sky logo remains on screen | Startup or update stall | Standby-button recovery; disconnect Ethernet during setup if advised | No recovery after the documented wait |
When it is not really an On Demand fault
Only one title or channel fails
Test several titles before resetting anything. Availability, rights windows or a title-specific delivery issue are more likely than corrupted storage.
Only one app fails
If Sky menus and other services work, use that app provider’s help centre as well as Sky’s status checker. Refreshing every device is unlikely to repair an isolated provider fault.
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Sky Q broadband type is unsupported
Business, 4G, point-to-point and satellite arrangements can block Sky Q downloads. Contact the broadband provider about configuration; replacing the Sky box is not the first remedy.
Sky Q Mini behaviour
UHD does not work on a Sky Q Mini. A UHD default can therefore result in HD downloads on the Mini; this is a product limitation, not proof that On Demand is broken. Sky’s connection guidance is at Connect Sky Q to Glass.
What to prepare before contacting support
- Product (Sky Q, Glass, Stream or Sky+) and box model.
- Exact error text or code and when it appears.
- Whether live TV, another title and another app work.
- Broadband provider and connection type, including whether it is business, 4G, point-to-point or satellite.
- Whether other household devices or Sky boxes have the same problem.
- Steps already completed, including any reset and its result.
Contact Sky for account, entitlement, equipment and software faults. Contact the broadband provider when the internet connection or router configuration is the failing link. Consider a Cat5e/Cat6 Ethernet cable only as a diagnostic or recovery aid; buy a Wi-Fi mesh or booster only if wired testing demonstrates a Wi-Fi problem. A replacement remote makes sense only when playback works and the controller itself is faulty.
Quick Recap
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