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Discussion topic: Stream remote completely unresponsive
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Message posted on 18 Oct 2022 09:38 PM
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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?
Best Answers
Message posted on 08 Dec 2022 01:32 PM
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Thanks for your patience.
We’ve taken on board the feedback in this thread and from our contact centres. We’ve been working hard to improve your experience and we're in the process of rolling out software updates to your remote control(s) in QS13.
Additionally, we’ve identified hardware improvements which are being addressed.
We’re committed to providing you with the best experience and we genuinely appreciate all the feedback in the Sky Community which helps us to achieve this.
Mark
Community Manager
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Message posted on 01 Oct 2022 08:08 AM
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Unresponsive Sky Stream remote
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?
Message posted on 01 Oct 2022 08:48 AM
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Re: Unresponsive Sky Stream remote
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
43inch Gen 1 and 55 inch Gen 2 Sky Glass & sky live camera 3 Pucks. Virgin media M350 hub 5x. Four sky mobile sims.
Message posted on 01 Oct 2022 08:50 AM
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Re: Unresponsive Sky Stream remote
- 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.
43inch Gen 1 and 55 inch Gen 2 Sky Glass & sky live camera 3 Pucks. Virgin media M350 hub 5x. Four sky mobile sims.
Message posted on 01 Oct 2022 04:23 PM
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Re: Unresponsive Sky Stream remote
@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.
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
Message posted on 04 Oct 2022 08:42 AM
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Sky puck remote not working
Sky puck remote stopped working ive change the batteries pressed 1 & 3 simultaneously and nothing
Message posted on 04 Oct 2022 02:30 PM
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Re: Sky puck remote not working
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
Lisa - Sky Tech Team Expert
Message posted on 06 Oct 2022 09:05 PM
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Re: Sky puck remote not working
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 🙏
Message posted on 06 Oct 2022 09:11 PM
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Re: Sky puck remote not working
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.
Message posted on 06 Oct 2022 11:22 PM
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Re: Sky puck remote not working
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.
More details -
https://www.sky.com/help/home/sky-tv/sky-tv-glass/using-sky-glass/using-sky-glass-remote/articles/yo...
Feedback
43inch Gen 1 and 55 inch Gen 2 Sky Glass & sky live camera 3 Pucks. Virgin media M350 hub 5x. Four sky mobile sims.
Message posted on 07 Oct 2022 05:58 AM
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Re: Sky puck remote not working
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.
Message posted on 07 Oct 2022 08:12 AM
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Re: Sky puck remote not working
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
Message posted on 10 Oct 2022 10:15 AM
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Re: Unresponsive Sky Stream remote
Hi @McMucker did resetting sort the issue? am having the same problem.
Message posted on 12 Oct 2022 12:36 PM
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Re: Unresponsive Sky Stream remote
....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!
Message posted on 12 Oct 2022 12:49 PM
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Re: Unresponsive Sky Stream remote
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?
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