topic Re: Sky stream remote and puck not connecting in Sky Stream

Sky stream remote and puck not connecting

mac96 — Thu, 19 Jun 2025 20:44:26 GMT

Hi, I'm having an issue with connecting my Sky stream remote to the puck.

I've only had it a few days and it worked fine initially, but then a message came up that the remote has unpaired and that it needed to be reconnected.

Since then nothing has worked.

I tried the holding 7 and 9 and then holding 1 and 3 dozens of times - nothing.
Checked remote batteries (they are fine and the remote backlight works).
I unplugged the puck at the mains multiple times, and even did a factory reset.

Thought the problem was with the remote so got a new one from Sky - no different, exact same issue. Removed the batteries from the first remote to ensure no interference there.

I wonder if there's an infared connection problem with the puck as it just doesn't seem to recognise any remote.

Would welcome any help! Thanks!

Re: Sky stream remote and puck not connecting

Jporch316 — Fri, 20 Jun 2025 05:18:10 GMT

@mac96

Try the following

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.

Re: Sky stream remote and puck not connecting

lettice — Fri, 20 Jun 2025 05:57:02 GMT

If the normal repairing off Press and hold 7 and 9 together for 3 seconds, Press and hold 1 and 3 together for 3 seconds, does not work, try the following;

There have been issues in the past that the remote firmware has not updated correctly;

Try this.

Pair your remote control to your puck (by pressing 1 and 3 for 5 seconds).
Once you've seen that the pairing has been successful, switch the puck off at the wall socket.
Plug the puck back in and leave it switched on for a minimum 15 minutes.
Switch the puck off at the wall socket for a second time.
Power the puck back on and continue to use the service, allowing the puck to go into standby as usual overnight.

Re: Sky stream remote and puck not connecting

Fothergill1 — Fri, 20 Jun 2025 08:33:48 GMT

@lettice wrote:
If the normal repairing off Press and hold 7 and 9 together for 3 seconds, Press and hold 1 and 3 together for 3 seconds, does not work, try the following;

There have been issues in the past that the remote firmware has not updated correctly;
Try this.
Pair your remote control to your puck (by pressing 1 and 3 for 5 seconds).
Once you've seen that the pairing has been successful, switch the puck off at the wall socket.
Plug the puck back in and leave it switched on for a minimum 15 minutes.
Switch the puck off at the wall socket for a second time.
Power the puck back on and continue to use the service, allowing the puck to go into standby as usual overnight.

I have bookmarked your post @lettice as that's an interesting procedure I had not come across before. I will try it next time my remote plays up and maybe suggest it to others having issues 👍