Stream remote completely unresponsive

[HowfenDave]

I too congratulate them on accepting the fault. What is really upsetting is that it is now nearly 2 weeks since they promised a replacement and they still cannot say when it will be sent. This is totally unacceptable. Even if they had to make them from scratch, someone must know how long production takes and then add on some time for delivery.

[Mjstrong]

Oh yeah, of course you're right to be annyoned about that!  I can't see how they could avoid giving you at least credit for the time you've lost!  At the very least!  

[Caroline1972]

@JessH13. My remote was the same... thought I was going to have to send it back.. however I quickly rubbed the batteries together in my hands for a couple  od seconds then put back in the remote  and it worked. Maybe it's just beginners luck. Lol. 

[pongo1234]

This stand alone stream  puc  setup and its remote seems to me to have been rushed out  before any real testing of the equipment was done ! and now it looks like i am not the only one that is paying a fee for a black box to sit on the table ? Maybe i'll use it as a hot cup coster and get some use out of it 🙄

Is there a free phone number for Customer services to get a refund .?

[Steve+Knipe]

im having the same problem, the romote is completely unresponsive. ive tried pressing the 7&9 buttons, replacing battieries. the problem is clear... the remote is faulty, seem to be a problem. seems to be a fault and an on going issue. spoke to a very helpful advisor at sky and getting a new remote sent to  me

[Pistonhead]

@Steve+Knipe Have you tried the 'twist trick' as described in this thread by @AntInBristol  - it's worked for a lot of people on here.

[HowfenDave]

If you have been promised a replacement, don't hold your breath. I have been waiting two weeks and as if this morning, the anticipated delivery date is ASAP. You might have more luck asking Santa to get one of the elves to make you one!

[pongo1234]

3 calls later Lasting 20'40 mins at 40p per min as i dont have a land line my remote has turned up 

can't say it was a free replacment unit as the cost on calls more than covered the cost of the unit ??

on the up side only 17 months left 🤔

[PaulN66]

I'm having the exact same problem with 4 stream remotes. They don't like being dropped on the carpet. I take them apart give them a tap and reseat the batteries and they work again. One other trick is that if you have an old Sky q remote and have line of sight to your glass or stream pick you can reset the sky q handset so it sends Infra Red commands. I did this by holding 7 and 9 on the old sky q remote for 10 seconds. The remote then sends IR signals and the functions work the same. In the meantime I'll wait to see what the fix is for these temperamental stream remotes. 

[HowfenDave]

15 days today since I was told that a replacement was ordered. Still being told that it will be here ASAP. Cheeky so and so's are now sending me emails asking if I want to add Sports to my package for just £22, despite a) being told I didn't want it when I placed my order 3 weeks ago, and b) the fact that the puck is just sat gathering dust because their remotes are rubbish. Might as well take it to our local ice hockey team who might get more use out of it!

[tb22]

@HowfenDave 

Sky has probably finally realised that it's the remote itself that's failing (hardware not software). So there would be no point them sending you out an new remote until they get an new batch that fixes the problem.

The Sky Sports email has been sent to most customers because they've got a promotion on at the moment. You'll probably get loads of them... welcome to SKY!!!

[Steve-35]

I had the 3rd of 4 remotes stop working on me last night & iI've only had stream for just over a month now. 

The first 2 remotes just died completely, absolutely nothing would bring them back to life & on the 3rd one which is used in my living room, the volume control just stopped working!

Went through 8 different settings & entered the model number of my TV & it still wouldn't work.

Fortunately I had a spare remote that was sent previously that I can now use but when it comes to sending back the Q boxes etc the remotes will be staying with me as a back up for when the stream remotes fail again. 

[HowfenDave]

@tb22 

Sky acknowledged weeks ago that a batch of remotes are faulty and need to be replaced. Unfortunately, they cannot say that will happen beyond ASAP.

I have been with Sky for 23 years, so know all about their marketing campaigns, it is just the timing of this that stinks.  All we want as customers is for them to be honest with us. If there is no resolution in sight, be honest, hold your hands up and offer full refunds until they can get the technology working. At the moment, they continue to take your money for a service you cannot use and say you may get credited when it comes back on.

[Vincentcat]

Hi all, I have had my sky glass for a few weeks has been good, this morning the remote is dead dead, yes I have painfully read posts and guides changed batteries, I have no back lights or any indication that it has power any other suggestions is there a remote I can get from a shop at weekend to limp me over befor I can get the spare half a day free to call sky to get a replacement thanks 

[mikealanr]

Hi @Vincentcat 

You can buy them on Amazon, not sure if the Sky retail stores sell them. You can also use a Sky Q remote if you have one. You just need to pair it.

MikeAlanR