topic Re: Faulty Sky Stream Puck - Unresponsive to multiple known-working remotes in Sky Stream

Faulty Sky Stream Puck - Unresponsive to multiple known-working remotes

md89 — Fri, 19 Dec 2025 16:44:32 GMT

I am having a hardware issue with one of my Sky Stream pucks. It is stuck on the "Press 7 and 9" setup screen and will not respond to any remote commands.

I have confirmed this is a hardware fault with the puck itself because:

I have two remotes: Both remotes work perfectly on my other Sky Stream puck.

Isolation: Even when unpaired from the working puck, neither remote will trigger a response on this faulty puck.

Troubleshooting: I have performed a full power cycle and a "Recovery Mode" software download (holding the standby button while plugging in).

Despite this, the puck remains "deaf" to all IR and Bluetooth signals. As I have already isolated the fault to the puck's internal receiver, I would appreciate an escalation to arrange a replacement unit

thanks.

Re: Faulty Sky Stream Puck - Unresponsive to multiple known-working remotes

Tomaato — Fri, 19 Dec 2025 16:59:22 GMT

@md89

You'll have to phone Sky if you want a puck replaced. There's no way to escalate posts to Sky any more.

Re: Faulty Sky Stream Puck - Unresponsive to multiple known-working remotes

Fothergill1 — Fri, 19 Dec 2025 18:37:28 GMT

Hi @md89 I suspect you are aware as you have other working remotes but pressing 7 & 9 does not pair the remote it clears if of any pairing so it can be re-paired.

Maybe you have already followed the full procedure and if so I apologise but just in case the full pairing procedure is as follows:

Press 7 and 9 together on your Sky remote for three seconds (This resets/clears the remote)
Press 4 and 6 together for three seconds (if you want IR mode) OR
Press 1 and 3 together for three seconds (bluetooth mode) and follow the on-screen instructions.

If you have tried all of the above and seeing as your other remotes also won't work on the puck I would call Sky as you maybe the puck itself is defective.