Sky glass, sky puck and sky remotes issues

[Sukh2]

Hi

We have every issue under the sun. The sky glass froze on the Home Screen yesterday and every time you pressed a button on the remote the sky glass turned off. Followed the guides online and restarted sky glass, same issue kept happening. Phoned sky and done a factory reset, it worked for a little while but the sound was like they were talking under water, a few hours later same thing frozen on Home Screen and every time you pressed a button on the remote turned off.

the sky puck is stuck on the Home Screen and when you press a button on the remote it's like all the buttons are mixed up e.g the right button is doing what the 3 dots does.

both controls are not communicating with the sky glass or puck, I've tried both of them on each, I've replaced the batteries for new ones, I've done the 4 and 6 and 7 and 9 and 1 and 3 and nothing. The controls work because the light comes on and it lets me do the volume up and down.

we have the sky glass stuck on the factory reset "press continue" screen but we can't.

the sky puck is stuck on the Home Screen and two remotes where I can just do the volume up and down and that's it.

everyone's watching tv on their phones

[Sukh2]

My number 3 button on the remote is now turning the volume up

[MarkGoldsmith · Accepted solution]

Some things to try

Reset the remote

Press 7 and 9 together on your Sky remote for three seconds (This resets/clears the remote)
Press 1 and 3 together for three seconds (bluetooth mode) and follow any on-screen instructions.

The next option sounds insane but a number of users have reported it resolving the issue with their remotes. You could try holding the remote at both ends and giving it a gentle twist as though you were wringing out a towel. It

If none of these options work you can request a replacement remote via this link: https://www.sky.com/help/forms/streaming-tv-remote

If you have an old Sky Q remote, you can use that as an interim solution whilst you await the new remote.

[Sukh2]

Thanks it's sorted out the sky puck remote

tried it on the sky glass one but did not work. The 3 is turning the tv to standby and the 7 and 9 are turning the volume up and down

[Sukh2]

And just a few minutes later the Sky Puck remote has gone haywire, pressed the home button and it changed the channel down

[DanR2]

I had a very similar experience to this. Last night the sky glass started playing up, remote wasn't working, tried factory reset, stuck at continue screen. After phoning sky who said they would be sending me a new remote which will take a few days, I unplugged the sky glass tv and took batteries out of remote and left it till next day. The sky puck in other room was working fine. 24hours later, I plugged in skygkass and put same batteries in remote and was able to continue through the factory reset and glass tv is working although it's a pain in the backside as you have to login to paramount etc again...on top of this...the puk is now misbehaving, remote not working...**bleep** sky...sort it out,  is this a result of an upgrade of sort ?? I suspect I'll power it off for a few hours, take batteries out remote and after a few hours it will work but that's pretty poor IMO. Sky, can you update us on whatvthese issues are and what needs to be done to fix them, the help section is pretty poor also, it took am age to get through all the bot questions which are not user friendly for issues like this and took an age to get a support number to speak to  human being....part of the reason I came to sky was being fed up of virgins absolute w@nk customer service and wait times. So, to conclude this part rant, can we have some guidance on what these issues are and what can be done to either mitigate or recover from such scenarios quicker please