Stream remote completely unresponsive

[Mark-Br]

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@Chrisee wrote:

@CardiffMan1992 and others see this post from Sky where they confirm they are aware of the issuecwhere remotes wont work then start all by themselves.

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Just to pop the same message in this thread too...

Hi there,

As you know, our support teams are aware that there are some reports of the Sky Glass/Stream remote periodically becoming unresponsive (with no backlight). In most cases, the issue will resolve itself after a period of time.

At the time of typing, there isn't a workaround, but the right teams are investigating.

We're sorry for any inconvenience. 

Note: I'm marking this post as the answer to make it easier to find, this issue is not yet resolved.

[Carnoch04]

It is exactly what the person at the call centre told me on Sunday. "It will work after a period of time but we can't say when". Hence the policy of not sending out replecements. 

[fizzdisco]

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@Carnoch04 wrote:

It is exactly what the person at the call centre told me on Sunday. "It will work after a period of time but we can't say when". Hence the policy of not sending out replecements. 

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LOL. They're giving out my advice - ignore it for a couple of days and it'll eventually work properly! 

[Carnoch04]

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@fizzdisco wrote:

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@Carnoch04 wrote:

It is exactly what the person at the call centre told me on Sunday. "It will work after a period of time but we can't say when". Hence the policy of not sending out replecements. 

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LOL. They're giving out my advice - ignore it for a couple of days and it'll eventually work properly! 

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He said "It will work after a period of time. We can't say if that will be hours, days or weeks"

[fizzdisco]

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@Carnoch04 wrote:

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@fizzdisco wrote:

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@Carnoch04 wrote:

It is exactly what the person at the call centre told me on Sunday. "It will work after a period of time but we can't say when". Hence the policy of not sending out replecements. 

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LOL. They're giving out my advice - ignore it for a couple of days and it'll eventually work properly! 

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He said "It will work after a period of time. We can't say if that will be hours, days or weeks"

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Hilarious. Oh, here's our fantastic new Stream box. It's great, you can plug it in.... but you can't actually control it for several weeks! Ridic.

[JessH13]

Hi OP here

I'm currently on hold to cancel it all. Promised next day delivery on a replacement remote on the 19th. Still waiting. The remote flickered to life long enough to get it on then the puck kept freezing. Now remote not working again. Genuinely ridiculous. I'll just go back to getting on with my smart TV instead 🙄 What a flop.

[Carnoch04]

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@JessH13 wrote:

Hi OP here

I'm currently on hold to cancel it all. Promised next day delivery on a replacement remote on the 19th. Still waiting. The remote flickered to life long enough to get it on then the puck kept freezing. Now remote not working again. Genuinely ridiculous. I'll just go back to getting on with my smart TV instead 🙄 What a flop.

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I totally get where your coming from but I really missed Stream while my remote was "sleeping" and I delighted to have it back. That day and half convinced me that I want Stream, even with the bugs (which will hopefully be fixed eventually)

[JessH13]

We've been away from Sky for a couple of years, came back for this and leaving again. It's just not worth it to us especially if they can't even get themselves in order. One telling me its Royal Mail they use to send remotes, another telling me its DPD. One saying next day delivery, one saying 72 hours, one saying it was never even ordered, one saying they aren't sending replacements. The woman in cancellations didn't even try to keep me, just said she completely understands and cancelled it down for me. She seemed about as done with it as us. 

[fizzdisco]

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@Carnoch04 wrote:

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@JessH13 wrote:

Hi OP here

I'm currently on hold to cancel it all. Promised next day delivery on a replacement remote on the 19th. Still waiting. The remote flickered to life long enough to get it on then the puck kept freezing. Now remote not working again. Genuinely ridiculous. I'll just go back to getting on with my smart TV instead 🙄 What a flop.

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I totally get where your coming from but I really missed Stream while my remote was "sleeping" and I delighted to have it back. That day and half convinced me that I want Stream, even with the bugs (which will hopefully be fixed eventually)

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I forgot I had it whilst mine was "sleeping"! 

[JessH13]

@fizzdisco @100% agree. Its certainly not revolutionary enough or good enough for me to miss it. Its no different from a raspberry pi in a case far as I can tell other than the fact a raspberry pi would work 😂

[fizzdisco]

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@JessH13 wrote:

@fizzdisco @100% agree. Its certainly not revolutionary enough or good enough for me to miss it. Its no different from a raspberry pi in a case far as I can tell other than the fact a raspberry pi would work 😂

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Ha! Excellent analogy! 

I quite agree. It's amazing how quickly you can get used to not having Sky TV, especially if, like us, you're not sports fans. We've kept it just so it's there for other family members who want to dip in and out of certain Sky-exclusive shows, and the Netflix Premium discount is a nice bonus. 

It'll get used about as much as our old Q box (ie, not very much) but at least we're not stuck in an 18 month contract and are paying less per month than we were with Q. 

[JessH13]

@fizzdisco Well I've just spoken to them and apparently the person who originally sold it to me missold it and failed to mention that the £42 total didn't include the Internet even though he said it did 🤦‍♀️ 

Exactly the same as us, we mainly took it on because the monthly price it was sold at including Netflix premium etc was a handy deal but the hassle and issues are too much, especially when there's a secret £17 a month extra I wasn't made aware of.

Didn't particularly wanna stay with BT but looks like that's what's happening. 

[Villa19]

Had the remote stop working now several times stating batteries are low - I've tried 4 different sets of new batteries and still have the same issue - spoke to sky and they said it's a software fault affecting lots of people - they said there no point swapping remotes as the issues are reported on new ones too - they are working on a fix but have no idea when - hopefully will there be some kind of refund off the bill as it's now 5 days and the issue constantly seems to occur every day ?

I did ask the question but they said they can't refund until the issue is fixed as they don't know how long the problem will persist 

[JessH13]

@Villa19 I've cancelled it all, just not good enough or worth waiting for. 

[Daveed]

Here goes day two of glass.

After more than three hours yesterday on the phone to Sky and attempting to set up two pucks gave up for the day.

Rung back by Sky this morning and continued getting the same problems. ie. Not able to move through the setting up because the remote appeared not to be working when asking it to move on through the settings. 
After the usual rebooting and setting up to the latest software still the same problems.

After a short lunch break was rung back and informed it had been passed to the tech boys for their investigation but they admitted they thought it was the remotes due to loads of recent problems.

Was informed I would be contacted tomorrow regarding sending me out three new remotes.

Sat in the house after dinner tonight and having read on here about soundbar issues set to and tried to set up one of the pucks.

I removed my soundbar connected to hrs hdmi port and switched to to internal speakers.

Ran through the set up and had problems trying to get the sky remote to control the volume so skipped this step. Lo and behold sailed through the set up registered the puck and away glass went. 
Went to the other tv and removed that soundbar, had no problem with the volume pairing and yet again glass has started working.

The whole saga makes me doubt the faulty remote saga, more like an issue with the hcr hdmi soundbar interface which the pucks can't handle.

My only problem seems to be when switching off with the sky remote it seems to take several attempts and how do I revisit the first puck to sort out the volume control pairing?

Any advice very welcome.

Will no doubt be talking to sky about this when I get the call and not forgetting still one puck to set up when I get the replacement remote that I had to use on my glass tv when the remote was definitely faulty yesterday.