Faulty Sky Stream Puck - Unresponsive to multiple known-working remotes

[md89]

Hi

I am having a hardware issue with one of my Sky Stream pucks. It is stuck on the "Press 7 and 9" setup screen and will not respond to any remote commands.

I have confirmed this is a hardware fault with the puck itself because:

• I have two remotes: Both remotes work perfectly on my other Sky Stream puck.

• Isolation: Even when unpaired from the working puck, neither remote will trigger a response on this faulty puck.

• Troubleshooting: I have performed a full power cycle and a "Recovery Mode" software download (holding the standby button while plugging in).

Despite this, the puck remains "deaf" to all IR and Bluetooth signals. As I have already isolated the fault to the puck's internal receiver, I would appreciate an escalation to arrange a replacement unit

thanks. 

[Tomaato]

@md89 

You'll have to phone Sky if you want a puck replaced. There's no way to escalate posts to Sky any more. 

[Fothergill1]

Hi @md89  I suspect you are aware as you have other working remotes but pressing 7 & 9 does not pair the remote it clears if of any pairing so it can be re-paired.

Maybe you have already followed the full procedure and if so I apologise but just in case the full pairing procedure is as follows:

1. Press 7 and 9 together on your Sky remote for three seconds (This resets/clears the remote)
2. Press 4 and 6 together for three seconds (if you want IR mode) OR
3. Press 1 and 3 together for three seconds (bluetooth mode) and follow the on-screen instructions.

If you have tried all of the above and seeing as your other remotes also won't work on the puck I would call Sky as you maybe the puck itself is defective.