Stream remote completely unresponsive

[Steve-35]

@Edro 

See page 1 of this thread where @Mark-Br has acknowledged there's an issue. 

[AntInBristol]

@Edro - this is a community forum, so its rare for Sky employees to comment / help. You'd need to call them to arrange a replacement.

In the meantime grabbing both ends of the remote and giving it a twist - not hard enough to break it but enough so it creaks a little has fixed 'dead' remotes for myself and lots of others. If you do it somewhere dark, then you can see the backlight come on if it springs to life as you twist. Please let us know if it works or not as it may help others with the same issue.

[sewell]

Same problem for me with two sky stream remotes. Both would eventually come to life after taking batteries out or replacing the batteries but both are completely dead now. Twisting or changing batteries doesn't help.

Sky have ordered replacements but still waiting for them to arrive.

I took one to bits to see it there was a loose connection causing the problem. The batteries are connected via a spring contact which could be temporarily disconnected by twisting the remote which might explain why twisting the remote works for some people.

[Mikemikemikemike]

Had exactly the same issue with my remote. Won't work out of the boa and therefore cannot set up stream (stuck on the "continue" button). Poor show for a brand new item. Having only read a few posts, it looks like there is a major fault with remotes. Begging to doubt if I should have gone from sky q to sky stream. Are they really this unreliable (and doesn't the customer "own" the sky steam device/remote - unlike sky q)

[TonyMcc1979]

Got the glass tv and puck this morning. Main remote worked fine but puck remote wasn't. Worked out that it's the battery compartment. I just took a pair of tweezers and stretched the negative terminal springs a bit. Working fine now. Hope this helps.

[cheesyboy7]

The sad thing about all this for Sky is that Stream is actually very good, the remote is putting everyone off, they need to fix and admit the issue asap before stream gets an even worst name.

[Edro]

Amazingly the remote twisting solution worked. In my entire life i have never been sent anything where the solution to a problem is to 'twist it violently' but if it works, it works

[Jong99]

So, I've been less stressed about this because nearly all the time I use my Harmony remote. I only need to resort to the Sky remote for voice searches. However, it must be half a dozen times now I've gone to use it and it hasn't worked. Some random combination of taking the batteries out and replacing, twisting and resetting has always, in the end, got it working again but this clearly is not satisfactory!

Is there a web page where we can add ourselves to the, presumably long, list of afected customers, so we get a replacement, if that is what's needed, or do we have to call Sky?

[cheesyboy7]

Every get some tweezers and pull out the + positive spring to make a better connection, so far this has kept my remote working for the longest period of time, we cannot keep twisting it until it breaks.

Sky this design is not on, battery connections should stick to the standard way, these way was never broken and been used for probably over 50 years, it does not need springs both ends.

[Abi264]

Had sky stream two weeks and my remote has stopped working twice despite changing batteries.

My mothers had it one week and the same thing happened with her remote.

what exactly is sky doing about this other than saying the right teams are looking into it? 

[Pistonhead]

@Abi264 Sky have acknowledged the problem and are 'working on a fix' but whether that will be via a software update (who knows when!) or actual updated hardware remains to be seen. From comments on here it seems there may just be a 'bad batch' of remotes, given that the same remote has been working mostly fine with Glass for the last year or so. The problem only seems to have arisen alongside the launch of the Stream service.

[sewell]

I was told by Sky tech support that the problem was a bad batch of remotes, the problem is now fixed and they have ordered new remotes for me. However, that was last week and they have still not arrived so don't know if they will work or have the same problem.

[LeeBeeS]

@sewell  can you tell us exactly the date sky admitted to you there was a known bad batch?  Because anyone receiving a new sky stream puck and remote after that date will have a legitimate case with trading standards as sky will have been knowingly shipping defective product.

[sewell]

I was told on Sun 20th that there was a known problem. I spoke with them again today. The tech support tried to get my Sky Q remote working with the puck by pressing 4&6 until the remote flashes to reset the remote, then pressing 7&9 until it flashes to put the remote in IR mode. But this did not work for me. I suspect it's because my remotes are the original Sky Q remote and only the newer models can control the Sky stream puck.

[sewell]

I was also told that because I have subscribed to sky whole house I can stream sky services through my Xbox or PlayStation which would at least give me access to TV.

They also refunded the cost of the service for the days I am without the service.