topic Re: Can't connect to sky stream in Sky Stream

Can't connect to sky stream

mazzz — Fri, 08 Mar 2024 13:57:55 GMT

Hi there, just received my sky stream pack everything is connected yet when I try to use the remote it is saying press buttons 1 and 3 together have treid this but nothing happens cannot scroll down to wifi using password section, any help appreciated, Thanks.

Re: Can't connect to sky stream

mazzz — Fri, 08 Mar 2024 14:14:56 GMT

Sorry meant to say my tv remote won't work the up and down buttons when on the page anyone who has set it up will know it says.... wifi using password

Erthenet cable

Skip & set up later

I am struggling to scroll down to any of these, Thanks.

Re: Can't connect to sky stream

Deedee36 — Fri, 08 Mar 2024 15:40:41 GMT

@mazzz When you say your tv remote..are you using your sky stream remote or your actual tv remote?

Re: Can't connect to sky stream

mazzz — Fri, 08 Mar 2024 16:00:32 GMT

My TV remote, it works but not when the sky is connected/

Re: Can't connect to sky stream

Deedee36 — Fri, 08 Mar 2024 16:03:03 GMT

@mazzz Your tv remote will not control your sky steam,you need to use the sky stream remote that came with you sky stream puck

Re: Can't connect to sky stream

mazzz — Fri, 08 Mar 2024 16:39:43 GMT

This is what I originally tried but nothing happened having looked on you tube videos show the person uses the TV remote to scroll down then once connected it says to press bottins 1 and 3 simultaniously on the sky remote and follow instructions, I cant scroll down no matter which remote I try.

Re: Can't connect to sky stream

MarkGoldsmith — Fri, 08 Mar 2024 16:45:09 GMT

@mazzz

Check the batteries
An easy way to check is to cover the buttons slightly on your Sky remote with your hand. You should see a white backlight behind the buttons. If you don't see the backlight the issue is the power with the remote, so potentially a battery issue.

Check the battery compartment to make sure the paper used to protect the battery has been fully removed. It might have ripped when being removed leaving some behind.

Still can't see the backlight? It’s likely you need to replace the two AAA batteries.

Pair the remote

Press 7 and 9 together on your Sky remote for three seconds (This resets/clears the remote)
Press 1 and 3 together for three seconds (bluetooth mode) and follow any on-screen instructions.

The next option sounds insane but a number of users have reported it resolving the issue with their remotes. You could try holding the remote at both ends and giving it a gentle twist as though you were wringing out a towel. It

If it is still not working have a look at the following guides:
https://www.sky.com/help/articles/remote-control-help-sky-glass
https://www.sky.com/help/home/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-remote/articles/service-checker-sky-glass-remote-help

If none of these options work you can request a replacement remote via this link: https://www.sky.com/help/forms/streaming-tv-remote

If you have an old Sky Q remote, you can use that as an interim solution whilst you await the new remote.