Stream remote completely unresponsive

[WelshPaul]

@LeeBeeS 

A replacement will have the same issues as reported here. So, unless your remote is dead and you can't bring it back to life I wouldn't waste your time calling Sky for a replacement. 

[LeeBeeS]

So are they seriously just saying there's a known issue, no knows fix, but still selling it to new unsuspecting customers?

[CCPM]

I've just received my streaming puck today but there is zero response from the remote. Have checked and no paper is left inside and have changed the batteries but still nothing.
The puck turns on but goes straight to trying to connect to the internet without an option to pair the remote, but guess that wouldn't help as the remote seems to be dead.

Really disappointed as I am a first time Sky customer and this isn't a great experience so far!

[Mike87x]

1 and 3 buttons for 3 seconds  

7 and 9 wakes the remote 

[AntInBristol]

Good question, but the twist seems to be a permanent fix - I've scrolled through and it looks like the people who have twisted the remote back to life after it originally worked for myself have not been back with any issues. If however a remote keeps ceasing to work then repeatedly having to twist probably isn't the  best idea. If my remote does stop working again (it originally arrived dead ou of the box) I'll just get on the phone to Sky for them to resolve.

[Tonymcg]

The twist works!!! I had waited for the fix for over a week with no life in my remote. I had tried everything. Then I read about the twist. It worked immediatly. So if you still havn't tried it  grab both ends of the remote and twist. Good luck.

[Caley58]

I have tried all suggestions on the Community Forum to try to get the Remote to connect to the Skystream Puck, (changed batteries, hit 7&9, 4 & 6, 1 & 3, switched system on/off, rebooted etc etc) all with no success. Could it just be the case that I have been sent a faulty remote?

[Ross+Montgomery+9]

This is so bizarre. I have received a replacement remote but having exactly the same issue. It's ridiculous. 

[AndrewHR]

It's not a permanent fix for me. I am on my 2nd remote and have had to twist pretty much daily.

[Steve-35]

As an alternative, which I'm sure has already been discussed elsewhere on this thread, if you have or can acquire a SkyQ remote then use that, I've got one being used just now which works an absolutely dream & hasn't developed any issues at all. 

It has been suggested by others (correct me if I'm wrong?) that the voice function on the Q remote won't work with the Stream puck, I can confirm that this isn't the case as my daughter was using it to search for programmes last night. 

[LeeBeeS]

There's no way that sky don't know this is a mechanical and reasonably widespread issue by this point. I know a proper fix is likely to take some time, possibly requiring new remotes to be manufactured, but an acknowledgment or admission of the issue from the company and an official update would go a long way to restoring some degree of trust.

[PSC133]

I suspect that the sheer volume of faulty remotes is having a negative effect on replacement delivery times.  
My first replacement remote was delivered the day after reporting it as dead.  I'm now waiting for a second replacement (different puck)  and already on day 5.

[Carnoch04]

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@LeeBeeS wrote:

There's no way that sky don't know this is a mechanical and reasonably widespread issue by this point. I know a proper fix is likely to take some time, possibly requiring new remotes to be manufactured, but an acknowledgment or admission of the issue from the company and an official update would go a long way to restoring some degree of trust.

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I was told it was a "massive batch" of faulty remotes. Having said that, mine has been perfect since it came back to life a few weeks ago.

[LeeBeeS]

Did sky tell you that when you contacted them? It is a concern if they know they are faulty and yet people are still being sent them even now, both for new customers and as replacements for people who report theirs as faulty.

[LeeBeeS]

@Mark-Br   given the high number of reports  and the fact that this is now clearly a hardware fault, are you able to offer an update? Also, given the above, is it not about time a simple link or form was created to enable your paying customers to easily request a replacement remote, as it can not be in the best interest of either customers or your call centres to have everyone going through the hassle and time required to phone?