Stream remote completely unresponsive

[Carnoch04]

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@LeeBeeS wrote:

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.

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What I was told by a Sky rep on the phone was that there had been a "massive batch" of faulty remotes. They would eventually start working again but they couldn't give a timescale and they had been told to stop sending replacements until a new batch had been delivered. He said his manager had found a way round the block and they were still sending replacements so I have a spare now. As he predicted, the original remote did come back to life of its own accord and has been spot on since.

[Villa19]

Had stream for 31 days and after the remote issue 3 weeks ago all has been well - has anyone been asked yet to return sky q boxes and do they provide packaging? 

[Ant1403]

Hi Sky

Cannot even get past the setup screen as my remote is completely unresponsive... I have followed all of the steps etc. and more (even tried unplugging etc. and using my tv remote). Is there anything else I can do or can you send out a new remote? The puck must be working as there is a picture and it starts up every time I have tried...

Thanks in advance

[pmuk]

Hi all,

I decided to switch from NowTV to Sky Stream so I could watch the F1 in 4k, and so purchased 4 x Sky Stream pucks for our various TVs which arrived yesterday. One of the remotes didn't work out of the box, and 24 hours later I now have 3 failing remotes. I spoke to Sky yesterday about the first failing remote and they took me through all the steps of trying to reset it, changing batteries, and even attempting to extend the battery contacts a little - but nothing helped - so they said they could send out a replacement in 3-5 days. 

I need to phone them back about the other two but it's 30 minutes wait time on the phones.  I have ordered a couple of Sky Q remotes from Amazon to see if they help in the meantime!

[Steve-35]

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@Ant1403 wrote:

Hi Sky

Cannot even get past the setup screen as my remote is completely unresponsive... I have followed all of the steps etc. and more (even tried unplugging etc. and using my tv remote). Is there anything else I can do or can you send out a new remote? The puck must be working as there is a picture and it starts up every time I have tried...

Thanks in advance

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@Ant1403 

This is just a customer to customer forum primarily although Sky employees do pop up once in a while. 

If your remote is completely dead & won't even light up then you could try in the 1st instance, if you haven't already, swapping the batteries. Unlikely that's the cause of the problem but worth a shot. 

You could also try gripping the remote at both ends & giving it a firm bend/twist but not so much so that you're likely to break it! 

This has revived a lot of seemingly "dead" remotes for many on here (myself included) as it is widely known there is a large batch of faulty remotes in circulation that either stop working completely, intermittently or display a low battery warning even when the batteries are new. 

If all else fails then phone Sky directly & request a replacement. 

[pmuk]

@Steve-35 Wow, I just tried to your grip and twist suggestion and that has fixed all 3 of my faulty remotes - even the one that has never worked!

I will keep an eye on them but hopefully they stay working!

[Steve-35]

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@pmuk wrote:

Hi all,

I decided to switch from NowTV to Sky Stream so I could watch the F1 in 4k, and so purchased 4 x Sky Stream pucks for our various TVs which arrived yesterday. One of the remotes didn't work out of the box, and 24 hours later I now have 3 failing remotes. I spoke to Sky yesterday about the first failing remote and they took me through all the steps of trying to reset it, changing batteries, and even attempting to extend the battery contacts a little - but nothing helped - so they said they could send out a replacement in 3-5 days. 

I need to phone them back about the other two but it's 30 minutes wait time on the phones.  I have ordered a couple of Sky Q remotes from Amazon to see if they help in the meantime!

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@pmuk 

The good news is the Q remotes will work with Stream including the voice functionality & they are in my experience more reliable although they perhaps aren't a like for like in terms of functionality. 

The not so good news is this thread is full of other customers like yourself with dodgy remotes, it's a known problem & something I've experienced myself. 

One last thing to try is gripping the remote at each end & giving it a firm twist/bend but not so much that you're likely to break it! 

This has been known to fix an unresponsive remote for many so might be worth a shot. 

[Steve-35]

@pmuk 

That's good to hear! Fingers crossed they stay working!

[Emma9696]

Can someone please help me. I got my streaming puck 2 days ago. And its not working at all, no light on remote can't even go up and down. Haven't even been able to use it 

[Pistonhead]

@Emma9696 Have you tried the 'fix' that has worked for a lot of people, which is to hold the remote at both ends and gently but firmly twist the remote, but not so much as to damage it. Also, make sure that all the paper has been removed from the battery compartment as sometimes a bit gets left behind and prevents the contacts connecting. The back of the remote slides off and lifts to gain access.

There is a long discussion here: https://helpforum.sky.com/t5/Glass-Stream/Stream-remote-completely-unresponsive/m-p/4157647#M70170 where @AntInBristol discovered this trick to get a dodgy remote working.

[Pistonhead]

@Emma9696 In case you didn't see I've edited my previous reply which takes you to the long discussion about duff remotes.

[Emma9696]

Omg @Pistonhead you little beauty that worked. Thank you so so much 

[Pistonhead]

Great - glad it worked. There seems to be a large batch of remotes that aren't working as designed. Sky are aware and supposedly working on a solution, but in the meantime get ready to 'twist again' if it stops working (hopefully it won't).

[cheesyboy7]

I am on my second remote, after 1 day I have  the exact same issue, new remote looks great but is absolutely useless.

Hopefully this helps, but if you had sky q and still have the old remote use that, it works if you hold 4 and 6 for a few seconds.

still not happy though, we should not have to do this to use sky stream.

[pongo1234]

For the seconed time since install the remote has stopped ! Done all the tips and twists on the help page but its still dead as nail ? how do i get a replacment puck remote please.