Stream remote has died when battery changed

[Chrisee]

@Craigarty a batch of remotes that were sent out with the Stream pucks at lsunch are faulty. Sky has got new stock and will replace the remote if asked. 

[Mr+Flibbles+86]

Hi there, 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  
 

[Clivers]

You try getting one, I've been trying for one that allegedly was ordered 8 days ago....made a fuss and got through to Executive Sky Complaints. Allegedly now sending out a new complete Puck kit. I will believe it when I see it arrive. Been with Sky for many years but Customer Service is at an all time low.

[Jong99]

Trouble is I think we've seen that Sky have not been able to test all the remotes packaged in with Pucks, so there's a chance your new one might have the same problem. You really need a new, known good, remote.

[Mjstrong]

I think it's a lottery, I've used Sky on and off since the mid 90's and the service I had on this  issue was fantastic, right down to only having to wait a couple of rings for the rep to answer!  I'd lost days before even trying to get to speak to someone, and even then they were more interested in making me jump through security hoops and diagnostics before even trying to help.   
   I know that doesn't help you, or anyone else that is still waiting...  but my point is I think they are trying, just struggling to get this issue put behind them. 

   I can remember a Sky that would still be denying there is an issue at this point 

[MURF1102]

New returned Customer, Our remote is one week old and unresponsive, and yes I have tried all the tests.

I would like to get a replacement, free of charge. 

What is the quickest, easiest way to contact support please.

Thank you in advance

John

[Katierobs]

I'm new to Sky and honestly can't believe how bad the service is. Same issue with remote, which Sky clearly know about yet continue to send out defective remotes. Wait a long time to speak to someone having filled out their remote form 3 times and received no response. I'm told it's because my account isn't registering I have stream.. Yet I'm paying for it? Funny your processes never forget to take the money! Stuck without sky tv as you've blocked the use of a Samsung universal remote. If your remotes are awful that's fine, but don't then block tech that actually works!! 

[SlenderRobert]

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@MURF1102 wrote:

New returned Customer, Our remote is one week old and unresponsive, and yes I have tried all the tests.

I would like to get a replacement, free of charge. 

What is the quickest, easiest way to contact support please.

Thank you in advance

John

---

I'm afraid there's currently no quick or easy way to get a replacement remote free of charge from Sky. 

Your best bet is to look on the MySky app in the VIP section. There's a phone number you can ring in there that usually gets answered pretty quickly. 

How quickly you'll get a new remote is difficult to say. 

Good luck. 

[Katierobs]

Thanks. I've chased the order and one is out on order. How long it will take is anyone's guess.... If anyone from Sky reads it, work on the Samsung universal remote connection! If that worked I wouldn't need to do all of this and wouldn't be on here complaining... 

[Bordonbert]

A few new people complaining about this same issue, (I mean quite rightly).  Have you actually tested the remote to see if it is genuinely plain not functioning at all?

Look here:  https://helpforum.sky.com/t5/Glass-Stream/Dead-Remote-testing-How-to-see-if-the-remote-is-really-dea...

You can easily test to see if your remote is truly dead or if there is something else non-responsive in your system.

There are suggested fixes, twisting the remote firmly can often give you a temporary fix or gently stretching out the coiled positive battery terminals slightly so they make a firmer contact.  The latter has solved everything for me, others say it is not a solution but I haven't had a single problem since I did it.  My remote misbehaved a couple of days after getting Stream puck.  It is now a couple of weeks since I addressed it and not a single problem.

[MURF1102]

Thanks for your response.

Yes, I tried every possible test available, and check listed these with SKY.

I have spoken to SKY who are sending out an updated remote, which they say would have been sent out in January anyway, as they are very aware of the faulty ones.

[Bordonbert]

I realise this is not the way most people will think but, if you just take a little time and try a couple of simple things you may well fix this without having to wait for a new remote at all.  The idea that there is something wrong with the component level circuitry on the PCB is very unlikely.  It is most likely a very simple error in the physical build up of the remote.

Both myself and one other engineering type identified the problem as being the battery connections.  He broke his remote down until he could actually see the contacts between the metal strip battery terminals and the PCB tracks.  These are not soldered, they are merely touch contacts so the remote can be broken down again.  If these are weak contacts then battery power to the PCB is reduced or totally missing.

My own feeling is that the problem is in the way the coil spring positive contacts in the battery compartment reach the battery positive terminal.  They are flat when they should be conical and therefore have a very weak contact.  Have a look at your own terminals, you can see them clearly with the batteries removed.  If you just follow these instructions you can correct that without any problem.

Try this remote fix 

As I said, this has met with lukewarm support but it fixed it completely for me.  I think most people don't want to try anythikng which means they won't get a new remote and I can understand that, but I promise you, there is nothing wrong with the remote other than this simple issue.  It shouldn't occur but once it does you still have choices.

[Katierobs]

Thanks it's absolutely bonkers! I'll try this though 

[Steve20]

Sky stream remote totaly unresponsive a week ago phoned sky 3 times now they don`t know when they are getting them just fobbing me off, told me to buy one off Amazon and refund me but on Amozon not avalable until January 20th so you know how long sky going to be , i think i will cancel sky and rejoin NOW ,customer service promise things  but do not deliver been customer  for 22yrs and this how they treat you 

[AntInBristol]

The "Original Sky Q Voice Remote Control" on amazon is in stock and about £27, it works fine connected to stream or glass and i prefer the remote as it has some extra buttons. Probably worth getting this if they're crediting you back