Stream remote completely unresponsive

[Mike87x]

Turn  out  to  be a faulty  sky stream  puck now got a replacement  item  and  working  as it should  have 

[Katrina+J]

I've just got sky stream last week and everything was great until a couple days ago when the remote stopped working and I've tried everything it says to do in sky help including changing the batteries but the remote just won't turn on/ reconnect to the tv. Any suggestions on what to do??? 

[Rich85]

Apparently this is a really common issue with the remotes. 

There's a whole thread about it about 10 posts down on this message board. 

Some people have said that holding the remote at both ends and gently twisting could bring it back to life. But call sky otherwise, as they should send you a replacement. 

[CardiffMan1992]

@Katrina+J 

Have you tried giving it a strong twist this has helped quite a few users with there's broken remotes if that doesn't help look at this thread for some other suggestions.

https://helpforum.sky.com/t5/Glass-Stream/Stream-remote-completely-unresponsive/td-p/4128756/page/20

If none of that works call Sky and they will send you out a new one. Broken Stream Remotes is a known issue at moment.

[PaulB007]

Hi. Just had sky glass and the remote situation is a joke. One stopped working around a week ago. Changed batteries and tried to pair, no backlight, so put in bedside drawer. This week it happened on a second remote. Tried everything again and still not working. Went back to the drawer just to check and yes .... it's working.

absolutely random and I'm still one remote down.

[AntInBristol]

The non-working one... if it doesn't respond, there's no backlight and you know the batteries are fine then go somewhere dark so you'll be able to see the backlight coming on, grip both ends of the remote and give it a gentle twist as if wringing out a cloth. Nothing so heavy as to break it but enough to make it creak a little. This fix has worked for a lot of us with unresponsive remotes. Seems like there's some bad connections inside that reconnect on twisting. Feel free to like this post and reply to let us know if it worked as it can be useful for others. 👌

[fabmartel]

One remote was 'fixed' a few days back with that method then another one yesterday night, it's like an initiation twist ! 😉 LOL 

[S1Tay]

Hi, i am having the same issue. No lights or function with the sky puck remote. Done the troubleshooting suggestions but still nothing. Having this issue every day

[Jimbo347]

Hi

same issue here. Just got the sky puck today and the remote does not work - no lights come on even when batteries are changed and tried all the tips below.

please can you help?

thanks

[AndrewGP]

Just got mine, and the Twist worked for me! 

[Mjstrong]

The concerning thing about this, is that this strongly suggests a hardware problem, yet everything I've heard from Sky suggests they are treating it as a firmware issue. 

   Obviously if it is Hardware, then no Software update is going to resolve it, and potentially it could be something that will inevitably occur on every unit eventually (mine was fine for two and a half weeks) 

  Unless it was just one dodgy batch? But if they haven't identified a manufacturing fault as yet, then how could they possibly have corrected it?  It could only be purely luck that other batches aren't affected, and very possible the next batch could have the same fault again? 

      If mine continue to fail I'll probably consider getting hold of a Sky Q remote to ultimately solve things .... Or I'll keep twisting 😂

[Tashaw]

Help just got sky glass yesterday tv ok but puck set up was fine then went back to tv to watch in bed and puck not working. Sky  symbol comes on after I unplug and put back on but blank screen tried pairing again remote nothing should I just give up and return sky glass seems to be an issues many have had I not got time or patience  for it not to keep working 

[EzPrez]

If we all keep twisting our remotes and it breaks will Sky replace them??? 

[Mjstrong]

Absolutely not I'd guess? I wouldn't tell them you've been twisting it!!   This is why it's not an ideal permanent solution, and also probably one with diminishing returns,. I bet it might work a few times, then will gradually stop making a difference. 

[LeeBeeS]

So are sky providing replacements at this point or not? The twist thing kinda works for me but absolutely not good enough. I've only had the puck for 2 days and this isn't a good start.  If they are providing replacements what's the quickest way that people have found to get them to agree to it?