Sky Glass and Pucks not working with remote

[DanR2]

First sky glass played up, remote not working properly. Like others have posted, pushing left on remote caused it to power off, can't press any other buttons to operate the glass TV. replaced the batteries in the remote, atill not working. Ended up resetting glass tv (power off at mains for a minute, plug back in with bottom button on side pressed for 20 seconds or so) had same issue, remote wasn't working when at the continue screen. Phoned sky after finally finding the 03 prefixed number as the app bots were not helping resolve the issue. Guy at call centre asked what issue was and ended up saying would send a replacement remote, will take a few days !?! ended up leaving glass unplugged and batteries out if remote for nearly 24 hours. The next day I plugged it back in, batteries in remote and was able to continue throughbthe reset process and everything was working again. A day after, and both pucks I have have literally the same issue...remote not working, press left burton on remote turns the puck off. There's clearly some kind of fault reading up with all the other poor people witnessing the same issues. SKY...is their a known issue and if so what is it and what are you doing to rectify the situation, reading forums people seem to think it might be when updates are pushed out, is this correct ? What isvthe quickest way to get both my pucks working again, I have powered both off, am reluctant to do a reset as then have to log back in to apps like paramount etc. Also, whilst you are at it, can we have an explanation on the lip sync issue. I was watching football today and the sound was about 3 seconds faster than the picture really annoying when watching football, can answers tobthese questions be put on your boys rather than giving people the run around please. I've seen on a similar post, you have asked people to full in some form worh 7 questions, do you do proper testing of your products !? These issues appear to have been going on for months

[mikealanr]

Hi @DanR2 

This is a customer helps customer forum no one from Sky will reply and give you your requested explanation. 

You can reset your remote without having to reset the whole device. Try the troubleshooting steps outlined in this article: https://www.sky.com/help/articles/remote-control-help-sky-glass

Re the lip sync issue there is a mega thread on the forum. There is a link with a form to report the issue to help Sky understand what the issue is and fix as appropriate.

MikeAlanR

[DanR2]

Thanks @mikealanr , resetting the remote didn't help. I ended up calling sky again and had to factory reset both Puks and they also got me to hard boot the wifi router. After all that one of the puks went through the setup sequence using the same remote as before, the other one has restarted but is not responding to the remote so sky are sending me another remote. Regarding the lip sync, after rebooting and skipping around channels it was back in sync for now...Will fill out the form next time it occurs as it can be annoying,