Stream remote completely unresponsive

[Bordonbert]

Likewise, my new remote arrived in just a couple of days after I reported it.  It seems that the friendly approach bears fruit!  Talk to Support calmly and bearing in mind the fact that the people on the phone helping you have done nothing to cause the problem and you will get much more sympathetic service.

It appears that Sky ARE doing their best to overcome this.

[Mads+Hatch]

Literally had sky stream less than a week after moving from virgin and wished we had stayed. The remote problems are ridiculous- we got told we had to twist the remote to get it to work. This did work but then disconnects and have huge troubles reconnecting it - they clearly have a design issue - just not good enough sky 

[lohr]

@Mads+Hatch  Do as I did and cancel your contract. I'm sure Virgin will offer you a good deal to move back. It is a nonsense that DIY fixes are needed on brand new equipment and that Sky are clearly happy to continue shipping new orders when they know there is a problem. 

[Bordonbert]

Mads+Hatch and JessH13.  While I understand your frustration you need to read back a few posts on this thread and you will see that Sky genuinely ARE trying to do their best in an awkward situation.  This sort of thing is more common iun the electronics industry than you would think.  You are just one of the unfortunate few who have been caught up in this whereas in the past for other industry faults you may have been one of the lucky ones who it missed a number of times.

There are a lot more people who are having no problems than those who do.  It is a well identified problem that Sky openly acknowledges.  It was initially caused because of a desire to help with environmental issues.  When it occurred they immediately investigated, found the issue and swallowed the cost of correcting it for everyone who reports it.  My own replacement remote came withing three days of my contacting them.  I deliberately remained friendly and polite and gave them a little time to see what they would do.  They have very quickly come good for me!

If you just want to vent your spleen here then that's fine but I would urge you to actually look into this so you better understand what has happened and what is going on now.  Simply read back a page or two and you will find, just as I have, that Sky are certainly not just selling more and more systems which are all

faulty as you seem to be implying!

[Liam9696]

My sky Puck remote is completely unresponsive can't get any help due to call centres being closed. Its Christmas its our only form of TV. 

[Bordonbert]

Hi Liam.  Have you read back in this thread to the posts where advice is given in detail?  Also have a look here:  Got that faulty remote problem?  This is a thread I started because I got fed up with posting the same advice over and over when so many people were just coming and expressing their disgust with the fact that there is a problem and not actuially doing anything themselves to sort it out.

The advice is: 

1)  Try twisting the whole remote strongly.  This scrapes the battery terminal strip and PCB track connections slightly and that scrattches and remakes what may be a poor corroded contact.

2)  Stretch the positive coil spring battery terminals towards the battery slightly.  It only needs half a millimetre.  Some battery makes may be a tad shorter or have higher wrapping shoulders which prevents a full reliable contact.

3)  Look into the Help information regarding pairing the remote.  Many people seem to think they just have to poke at 1&3 or 4&6 or 7&9 or some combination of those seemingly at random until the remote reads their mind and does what they want.  It is more specific than that.

All of the advice you need is posted, clearly, in full back in this thread and a couple of others, a number of times, which are easily findable if you search for yourself.  Your only other option is to wait until everything opens up and report it then wait a fe3w days for a replacement to reach you.  I know which I would prefer to do.

[Daviedee]

Have had the same issue with our remote, I find slapping it against my hand brings it back to life, but to be on the safe side I have called sky and ordered a new remote as I don't want to be left without a working remote. 
once the new remote turns up I will take the old one apart and fix it by resoldering the contacts. 
interesting chat with the sky CS bloke who has said he has suggested to his boss that an app to control the stream box using Bluetooth should be made to help people who have a knackered remote or as an alternative source of controlling the box. Let's hope that they listen to him

[SlenderRobert]

My remote just died, halfway through putting in the pin code to watch Sky Atlantic. It's been fine for weeks. Gone completely dead - no backlight at all. I've replaced the batteries. Still dead. Tried re-pairing it. Nadda. 

That's the second one that's done this since October. Not good. Really not good. 

[Bordonbert]

Read back up a few pposts in this thread and then use the info there.  There are temporary fixes.

[Mads+Hatch]

Great advice - and will keep fingers crossed too for an app back up solution. Thank you 

[Frazer88]

Twisting worked. Thanks very much.

[Anonymous]

I signed up to Sky Stream just before Christmas. The remote doesn’t work consistently. And it won't pair with my TV which means I have to use the TV remote to adjust the volume. 
When I finally spoke to a call handler they said I'd been sent a remote that they know

is faulty and that they'd send me a replacement, but of course that meant I would be without Sky all over Christmas and new year. 
I believe they should have arranged a courier to bring the new remote. The call handler didn't apologise or even seem

to care that I would be without the service I was paying for more

than a week (so far).
The existing remote did sometimes work however and sometimes it didn't. It wasn't working yesterday, but is working now. I don't know how long for.

Sky have, I suspect, rushed out SkyStream before Christmas to make more money and it's just not ready.

I'll see what happens when the new remote arrives, but I am likely to cancel the contract as we have 30 days to do that, and go back to Now TV. Sky stream is just not reliable. 

[Bordonbert]

Have you read back in this thread?  You will find this is a known issue and there are temporary fixes which you can apply which get you round this, many of us are doing just that at the moment.  Many of us have already received replacement remotes, mine came in about three days from me reporting the issue with my own new Sky Stream puck.

Sky have been caught in a bad error of their own making, which they caused becuse of our insistence on environmental issues and with the best of intentions.  They genuinely are doing their best to correct it as soon as is humanly possible.  I have found their staff to be courteous and extremely open and helpful.  I always apply honey and not vinegar when dealing with someone who hasn't done anything themselves to create my own problem.

This is not a showstopper.  I would almost guarantee that you need not miss your viewing because of it.  Yes, it is an inconvenience but it will be sorted soon if you just look for the existing fixes and have a little patience with them in the meantime.

If you haven't already found it, just look back in this thread!

[ScottAGW]

Hi JessH13

We encountered a similar issue when our Sky Glass TV was delivred 10th December. We are still waiting for a replacement remote!

I've ended up buying a remote on Amazon becuase it wasn't practical to rely on voice commands.

[Anonymous]

Are Sky paying you to reply to everyone telling us they're doing their best?  You seem to be doing that an awful lot. 

The bottom line here is that they've sold us a product that isn't fit for purpose. And they don't seem to care, judging by the attitude of the call handler I spoke to.