topic Re: New customer can't get remote control to work in Sky Stream

New customer can't get remote control to work

Doreen9 — Fri, 11 Apr 2025 14:23:55 GMT

I have just received my Sky Puck and remote control. I cannot get the remote control to work. I have held buttons 1 and 3 for ages with no result and pressed the on/off switch but nothing happens. I have tried three different lots of batteries, but the remote control seems to be dead. I'm probably doing something wrong - I am in my late 70s and not very technically minded, but surely a light should show if the remote control is working?

Re: New customer can't get remote control to work

Stephen+Mourton — Fri, 11 Apr 2025 14:39:32 GMT

The remote does not normally have any lights when being used, but the small puck should have a small white light at the front close to the base when initially is switched on. Does that happen?

Re: New customer can't get remote control to work

Dallybally — Fri, 11 Apr 2025 19:33:11 GMT

I had the same when new a couple of weeks ago. Close the curtains and turn lights off so you can see the remote lights, press and hold 7&9 until it flashes, that resets it.

It flashes very quick and you won't see it in the light. Then try 1&3. I had to do it about 10 times till it worked. Also try turning puck off and on at mains.

Annoying as hell and I was about to phone sky when it suddenly just worked.

Re: New customer can't get remote control to work

Dallybally — Fri, 11 Apr 2025 19:34:37 GMT

PS yes all the keys light up on remote when you pick it up. It's very dull again though. Make sure it's doing it or maybe the whole thing is dead.

Re: New customer can't get remote control to work

Doreen9 — Fri, 11 Apr 2025 21:21:50 GMT

Thank you. I persevered as you suggested and after about 6 hours I've got it working. It certainly helped once it got dark, so I could see when the remote lit up.

Re: New customer can't get remote control to work

Derec — Tue, 12 Aug 2025 12:09:54 GMT

I'm the same..sky puck remote just won't work...tried to phone sky but impossible to speak to a real person ...very frustrating

Re: New customer can't get remote control to work

Jporch316 — Tue, 12 Aug 2025 12:19:41 GMT

@Derec wrote:
I'm the same..sky puck remote just won't work...tried to phone sky but impossible to speak to a real person ...very frustrating

@Derec

The remote can be reset and paired again following these steps;

Press and hold 7 and 9 together on your Sky remote for three seconds.
Press and hold 4 and 6 together for three seconds.
Press and hold 1 and 3 together for three seconds and follow the on-screen instructions.

To Replace remote under warranty ser link below

https://www.sky.com/help/forms/streaming-tv-remote

Re: New customer can't get remote control to work

Dallybally — Fri, 15 Aug 2025 15:47:21 GMT

And persevere. For some reason I lost Bluetooth connection recently and tried re-pairing. No joy and I ran out of time. Tried again the next day and it worked first time.

Re: New customer can't get remote control to work

Dallybally — Fri, 15 Aug 2025 15:49:27 GMT

@Jporch316 wrote:
@Derec wrote:
I'm the same..sky puck remote just won't work...tried to phone sky but impossible to speak to a real person ...very frustrating
@Derec

The remote can be reset and paired again following these steps;
Press and hold 7 and 9 together on your Sky remote for three seconds.
Press and hold 4 and 6 together for three seconds.
Press and hold 1 and 3 together for three seconds and follow the on-screen instructions.

To Replace remote under warranty ser link below

https://www.sky.com/help/forms/streaming-tv-remote

Is there a warranty period? Don't sky own the equipment like on Q?

Re: New customer can't get remote control to work

Jporch316 — Fri, 15 Aug 2025 16:39:10 GMT

@Dallybally

Not sure about the remotes

pucks can be exchanged if they are loaned

Re: New customer can't get remote control to work

Derec — Fri, 15 Aug 2025 17:20:51 GMT

Thank you for your reply....Sky sent me another remote which works well.

Re: New customer can't get remote control to work

Dallybally — Fri, 15 Aug 2025 17:52:04 GMT

@Jporch316 wrote:
@Dallybally

Not sure about the remotes

pucks can be exchanged if they are loaned

I thought sky owned all equipment since plus and it was all covered by them

Re: New customer can't get remote control to work

Jporch316 — Fri, 15 Aug 2025 18:03:32 GMT

@Dallybally wrote:
@Jporch316 wrote:
@Dallybally

Not sure about the remotes

pucks can be exchanged if they are loaned
I thought sky owned all equipment since plus and it was all covered by them

Not the pucks purchased before February 28th 2023. Much to my annoyance as I have a dead one ..........