Tv remote for sky stream won’t turn on

[Chrisee]

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@Anonymous wrote:

Admins - do you not think we could pin a remote post to the top of the forum, so that we don't get a new post every 1/2 hour. 

@Chrisee - can you influence this one (p.s. I will whisper this - are you testing QS013 yet)

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@Anonymous the Superuser+ and the Community staff are regularly merging everything into this thread. The forum software makes it an absolute pain to do as you need to edit long HTML page addresses. Some of us (me included) have a life so leave it to others.😈

Co-incidentally QS013 popped up on my system overnight. Will post more when I have more time and I have confirmation its a public release and not therefore covered by my NDA.

[Enimator4]

After reading all your comments I tried the suggestions.

#1 - The remote twisiting didn't work for me.

#2 - Pulling out the -'ve side battery springs with a small screwdriver,  to make a better connection, was successfull - yay! - and thanks to all. 

One thing to note - when I received the new pucks/remotes I had to pull out the paper tags from the remote to enable the battery connection (as I'm sure everyone does). On the remote that didnt work for me, when I initially pulled the paper it broke and so I had to take the back off and pull the remainder out. I'm wondering if this method setup by sky to make things 'easier' is possibly causing the issue by introducing space between the contacts and resulting in a poor connection once released?

[Kelllyyy]

Just got my sky glass tv today and the remote all of a sudden stopped working It was working a few minutes then stopped? I connected the remote when I first got it so unsure why it's stopped working now? 

[TimmyBGood]

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@Enimator4 wrote:

I'm wondering if this method setup by sky to make things 'easier' is possibly causing the issue

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I think the paper tab thing is part of their attempt to reduce disposable plastics use: typically remotes get shipped with a pair of batteries shrink-wrapped in a plastic sleeve which gets ripped off and thrown away.

Would be very unfortunate if the fraction of a gramme of plastic that 'saves' has caused numerous weighty remotes with on-board silicon and metallic wiring/PCB components to fail and be discarded...

[suffolkman1970]

Sky currently have a huge batch of faulty remotes, and it sounds like you have one of them.

You can call Sky technical support but I would be amazed if they can breath life into your remote. The bad news is there is now such a backlog of new remote orders that Sky can no longer give you an ETA.

Received my puck on the 16th November, worked for 3 days then died. Still waiting for my new remote that I've been promised since the 20th November.

Next stop for me will be talking to the cancellations team, absolute shower!

[Anonymous]

I bought a white one from Amazon and requested a credit to my bill.

Got the DHL text yesterday said replacement is on the way so let's see how long the new backup remote takes to arrive.

It wasn't nice explaining to an autistic 14 year old whu the new TV remote had suddenly died on day one either - but I have to compliment Sky's intervention. Happy boy, happy house now.

[sewell]

I gave up waiting on the sky replacement and bought a Sky Glass remote from Amazon it works fine with no issues. It has the same model number as the remotes received with the sky puck but is a slightly different shape, the back from the new remote does not fit on the sky original remote so obviously some difference in the manufacturing.

[pongo1234]

Well a very nice chap on my 3rd 0333 from my mobile had a look at the pucks and informed me my remote is on order still !. I bloody well know  that its why i keep calling a prem number !! iam Paying for a service thats not working! come on sky 

Is this not a Breach of contract or are you really expecting us to pay for looking at the puck and not being able to use it.  🤔 

[HowfenDave]

All fine for a few days, then remote completely packed in. Told I would be sent a replacement yet 2 weeks later I am still waiting. Sky customer service keep saying they are sorry and I will just have to wait for a replacement. This is apparently a known issue, but Sky are seemingly unable to sort it out. I have been a customer for over 20 years, but will not be for much longer. Why can no one give a date to expect a replacement? I have suggested sending out a whole puck and handset replacement, but apparently this would not be a resolution. Throwing the damned thing in the bin feels like the only option at the moment!

[AntInBristol]

Originally people were getting next day replacements, but this seems to have slipped over time as theres more of a backlog. 

While you wait have you tried gripping the ends of the remote and twisting as if wringing out a cloth? Try this with medium force and see if the backlight comes on. The other thing is to gently pull the springs on all the battery contacts to extend them and make sure they line up with where the terminals on the battery on. these 2 'fixes' have helped revive many a dead remote.

[HowfenDave]

We have tried both of these and replacing the batteries but it is as dead as a dodo. I fully accept that things happen, but Sky have known about this issue for ages but a) continue to sell them and b) have no clear plan to clear the backlog of requests for replacements. To add insult to injury, they emailed today congratulating me on my purchase and telling me how to turn it on.

[AntInBristol]

Ah, that really sucks! Just be all over them on the phone and get them to credit back any payment from when you cant use the box to watch TV.

[Stormed]

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@Enimator4 wrote:

After reading all your comments I tried the suggestions.

#1 - The remote twisiting didn't work for me.

#2 - Pulling out the -'ve side battery springs with a small screwdriver,  to make a better connection, was successfull - yay! - and thanks to all. 

One thing to note - when I received the new pucks/remotes I had to pull out the paper tags from the remote to enable the battery connection (as I'm sure everyone does). On the remote that didnt work for me, when I initially pulled the paper it broke and so I had to take the back off and pull the remainder out. I'm wondering if this method setup by sky to make things 'easier' is possibly causing the issue by introducing space between the contacts and resulting in a poor connection once released?

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I wasn't sure if we were allowed to talk about screwdrivers and Sky remotes in the same sentence here so feel free to remove if it's against the rules.

I fixed my remote by taking the battery cover off, on the back you'll then see a small screw at the top of the remote.

I simply unscrewed and removed this and slide the two parts of the remote in opposite directions (It doesn't move much).

Then slid it back into place and replaced the screw and the remote worked! 

This makes me think there was no contact between the battery compartment and the circuit board. Something to try at least if you have a stream box but not a working remote!

[sewell]

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@Stormed wrote:

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@Enimator4 wrote:

After reading all your comments I tried the suggestions.

#1 - The remote twisiting didn't work for me.

#2 - Pulling out the -'ve side battery springs with a small screwdriver,  to make a better connection, was successfull - yay! - and thanks to all. 

One thing to note - when I received the new pucks/remotes I had to pull out the paper tags from the remote to enable the battery connection (as I'm sure everyone does). On the remote that didnt work for me, when I initially pulled the paper it broke and so I had to take the back off and pull the remainder out. I'm wondering if this method setup by sky to make things 'easier' is possibly causing the issue by introducing space between the contacts and resulting in a poor connection once released?

---

I wasn't sure if we were allowed to talk about screwdrivers and Sky remotes in the same sentence here so feel free to remove if it's against the rules.

I fixed my remote by taking the battery cover off, on the back you'll then see a small screw at the top of the remote.

I simply unscrewed and removed this and slide the two parts of the remote in opposite directions (It doesn't move much).

Then slid it back into place and replaced the screw and the remote worked! 

This makes me think there was no contact between the battery compartment and the circuit board. Something to try at least if you have a stream box but not a working remote!

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I took mine apart, once the battery compartment has been slid back, there are a few clips along the sides holding it in place. There is a spring contact from the battery compartment to the circuit board so the problems could be related to a bad contact and twisting could just be disconnecting the battery contact on the circuit and reconnecting which resets the remote - same as removing and replacing a battery. But that no longer works for me, my remotes are completely dead even when I have confirmed that there is power reaching the citcuit board.

[Mjstrong]

I suppose we are only about 6 weeks or so in here? so its still early days, relatively speaking. 

My initial remote lasted 2 weeks, my replacement has lasted 4.  Whether this is luck (i.e it just hasn't broken yet!)  or judgement (i.e. it WAS just an issue with one batch,  and these replacements are fine)  remains to be seen.  What worries me is that to be fair, I met very little resistance from Sky over this, they appeared to accept fault straight away.

if a period of time passes before these remotes break, with they still do they the decent thing? Or with they try and pretend it must be accidental damage? 

The baffling thing is why there is no sky stream remote app?  This would make life so much easier, and potentially save them a lot of cash, as Im guessing they'll have the credit some people?