Stream remote completely unresponsive

[PaulN66]

I haven't had a problem with my 4 remotes since I cleaned the battery  contacts and pulled the positive ends out a bit with tweezers. 

[Mark-Br · Accepted solution]

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.

[cheesyboy7]

@Mark-Br  Please do not try to say that this issue is a software issue, people are not silly.

This is obviously a hardwear issue and nothing else. Like vehicle and appliance manufacturers do a recall should be required and each and every Sky stream customer should recieve a new remote when they have re designed and built a reliable one. 

Fobbing people off with software issue comments is not good enough.

[SKY1992bf]

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@cheesyboy7 wrote:

@Mark-Br  Please do not try to say that this issue is a software issue, people are not silly.

This is obviously a hardwear issue and nothing else. Like vehicle and appliance manufacturers do a recall should be required and each and every Sky stream customer should recieve a new remote when they have re designed and built a reliable one. 

Fobbing people off with software issue comments is not good enough.

---

@cheesyboy7  if you read the post again @Mark-Br  has made clear it's a combination of software and hardware issues here which are both being addressed 

[lohr]

It doesn't seem unreasonable to suggest there is a software issue as well, given users with working remotes are reporting flat batteries within 24 hours.

[cheesyboy7]

If people want to continue to get sucked into a software issue then fair enough, I know what I think.

[Clivers]

Sky Customer Service totally inept, saying it is now taking up to 5 working days to get a new remote sent out. Yet if I were a new customer i could have a puck and remote next day! Asked for compensation and they say they wont discuss anything until I get the replacement remote. Apparently they don't have any idea or tracking of the remotes once they are ordered...pot luck when you receive them! Totally pathetic.

[sewell]

I still don't have my replacement remotes which were ordered on 20/11, reordered 5 days later and just reordered again today.

[Jong99]

As I said earlier today, got mine this morning after 3 days.

[lohr]

I was a new customer last week and I did get my puck and remote next day. The remote was dead out of the box so they were still shipping faulty ones when the knew there was a problem. Cancelled my contract and sent all the hardware back.

[Jong99]

Of course, I fully understand people who have been unable to use their box while they wait for a functional remote, especially those in the early days who got replacements that also didn't work, expecting compensation for lost service and/or a flexible attitude to returning the box. I really don't want to be a Sky fanboy here.

But they had multiple (I was told 2) vendors for the remote. One, apparently was responsible for a batch of troublesome remotes. Not every remote, probably nowhere near the majority, even from that vendor, was faulty.

It is hard for them to identify which puck packages contain the faulty remotes. Opening every box and testing (for how long??) is not, I think, practical. So, inevitably, they are going to be swapping out remotes for some time.

There are plenty of things about the delivered quality of Sky Stream I could complain about. The software in particular still feels surprisingly flaky given it's kinda been in the market for a year (as a 2nd box for Glass users). But, I honestly think they've handled this issue pretty well.

[Dasch]

Re Thanks Mark Wondered if I should send back 3 out of 4 of my remotes back.Keep having to fiddle with the batteries to get them to work.

What do you think cheers Dave 

[PaulN66]

I'd try cleaning the battery contacts and then pulling up the positive battery contacts that are flat with tweezers. What have you got to lose. 

[JessH13]

Christ on a bike, 500+ replies on my thread. I haven't been on here for ages just been losing my mind in irritation at the constant emails about it 😅 

I cancelled mine a good 6 or so weeks ago, 100% wasn't worth the wait or remote hassle. Nice to see Sky finally had a response to it, hopefully you guys who are still inexplicably hanging on for it are getting some joy. 

[TopCat11]

Agree with the above, new product, glitches etc. Just think they could have come clean on the issue earlier and offered  a Q remote as a temp  fix until resolved.