Stream remote completely unresponsive

[JessH13]

Just received our Stream, plugged it in, fully removed the paper from the remote. Shone a torch in to see if there's any bits remaining and can't see anything. Totally unresponsive. 

Replaced batteries. Still a useless brick.

Tried the holding 7&9 4&6 1&3 tip. Nothing.

Seems we've got a defective remote and there's no one available from technical support.

So disappointed 🙄 

Anyone had this issue or is it just gonna be a case of getting them to send us a new one? 

[McMucker]

Hi,

first night with sky stream and we're largely happy, we did notice the remote became unresponsive at times and then would randomly start working. 

when unresponsive  and pressing buttons the remote does light up but nothing happens on the UI

Has anyone else experienced this? 

[Jporch316]

Had some issues with the remote not working for about 30 seconds when the tv came out of standby - unpaired the remote and paired it back up and been fine since 

[Jporch316]

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

[Chrisee]

@McMucker take off the back of the remote and cgeck the paper slip thst protected the bstteries has been fully removed - they tear quite easily.

[Shady77]

Sky puck remote stopped working ive change the batteries pressed 1 & 3 simultaneously and nothing

[Lisa-P1987]

Hi there Shady77, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147   

[DRAllatt]

Hi, same issue as @Shady77, my sky puk remote was working fine last night. Can to use it today and the remote is showing no lights or is not responsive with the TV. Batteries have been changed as well. The Puk turns on from the power button on the Puk but nothing from the remote. 

Help Please 🙏 

[Pistonhead]

I had the same problem but, after numerous tries, got mine to come back to life. I pressed keys 4 & 9 for 4 seconds followed by keys 1 & 3 for 4 or more seconds. Eventually an image appeared on screen saying the remote was pairing. Took several attempts but finally got it working again.

[Jporch316]

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

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

More details -

https://www.sky.com/help/home/sky-tv/sky-tv-glass/using-sky-glass/using-sky-glass-remote/articles/yo...

Feedback

[DRAllatt]

Hi, I have tried what you have suggested and this still isn't working. I believe the remote is broken and not a pairing issue. Normally the remote would light up but there is nothing. 

[Addie15]

Hi there DrAllatt, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[M3rk]

Hi @McMucker  did resetting sort the issue? am having the same problem.

[M3rk]

....to anyone having a similar issue, including the control not turning off my TV connected to the stream puck, fully resetting and reconnecting fixed both for me.

my control no longer becomes unresponsive or sluggish, and it now controls the TV fully, ie turns it off with a long press.

...which leaves me with sky stream fully working with no issues..very happy!

[Floydianslip]

On the subject of remotes, the batteries that came supplied quickly ran out. I replaced them last Friday and yesterday I had to replace them again. I use Duracell batteries that usually last a good while.

Anyone else have this problem?