How do I Request a replacement remote

[Brandon13]

Hi,

How do I go about getting a replacement remote for my Sky Stream Puk, have had no luck in getting through to a call centre with a human being that can assist me, am unable to use my service.

Thanks, 

[MarkGoldsmith]

If the remote has broken there are a couple of things you can try as a temp solution to see if you can getting working whilst waiting your replacement:

Check the batteries
An easy way to check is to cover the buttons slightly on your Sky remote with your hand. You should see a white backlight behind the buttons. If you don't see the backlight the issue is the power with the remote, so potentially a battery issue.

Check the battery compartment to make sure the paper used to protect the battery has been fully removed. It might have ripped when being removed leaving some behind.

Still can't see the backlight? It’s likely you need to replace the two AAA batteries.

Pair 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. 

[Link removed]

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

[Mel60]

I need a replacement handset as it is not working anymore what do I need to do to get one ? 

[GD1]

@Mel60  Read the post directly above yours as there is a link you can use.

[Delray1957]

I have found a way of ordering a new remote which is great, and have been acknowledged via text just a moment ago saying my request has been actioned. However, this is the second remote in 3 months that has gone wrong and it's exactly the same fault(s); for example pressing 1 and 3 together turns the puck off,  and generally it's as if the whole remote has had all the wires removed and reconnected in different places to where they should be. Is there a 'factory reset' procedure somewhere rather than collect lots of broken remotes. (7 and 9 followed by 1 and 3 OR 7 and 9, 4 and 6 then 1 and 3 does not work, but that's probably because the remote is broken!!)

[Delray1957]

Sky Stream Remote requested on Monday, (or was it sunday?) received through the postbox on Tuesday. Obviously still concerned why these remotes go wrong, but great service from Sky nonetheless.

I was just reading another thread on the subject and a user mentioned that after 2 days of not using their remote and removing the batteries  their puck started working again; you never know, I may have 2 spare ones....

[Amy+Rebecca]

Where did you order a replacement, as mine has done the exact same and not working I've tried everything 

[MarkGoldsmith]

---

@Amy+Rebecca wrote:

Where did you order a replacement, as mine has done the exact same and not working I've tried everything 

---

You need to read and follow the steps in this help article for a broken Sky streaming remote: https://www.sky.com/help/articles/remote-control-help-sky-glass

[Delray1957]

I'm so sorry, I can't find the link I used for ordering a new remote. If I do I'll put it up here, but in the meantime a quick update; I dusted off the old remotes and they both worked..............for about 10 seconds then the fault re appeared and by the way, I must have followed  4 or 5 directions for re setting and none of them worked. I must admit, I wish I'd never bought in the Sky Streaming service. The picture quality is excellent but it's a very 'clunky' system, in my opinion. I'd much prefer a dish and a recorder, but have to live with it now.

[Mister_Dalek]

---

@Delray1957 wrote:

I'm so sorry, I can't find the link I used for ordering a new remote. If I do I'll put it up here, but in the meantime a quick update; I dusted off the old remotes and they both worked..............for about 10 seconds then the fault re appeared and by the way, I must have followed  4 or 5 directions for re setting and none of them worked. I must admit, I wish I'd never bought in the Sky Streaming service. The picture quality is excellent but it's a very 'clunky' system, in my opinion. I'd much prefer a dish and a recorder, but have to live with it now.

---

Nobody "has to live with it". If you don't like the service or find that it doesn't function in the way it was advertised then you can switch back to Sky Q if you wish.

If, after following Sky's troubleshooting procedures, you still cannot get a satisfactory level of service and functionality from Sky Stream, Sky can also let you leave any long term contract early. This has been reported by many customers on this forum. 

[lettice]

@Delray1957 @Amy+Rebecca 

If none of the above help above in this thread for resetting your remote works, then I would suggest requesting a replacement  remote at the following link on tab 5, select the get in touch button at bottom of that page a few times and it will show a replacement online form, to request one ( as it suggests, you need to have a qualifying warranted or recent Sky Stream puck).

https://www.sky.com/help/home/sky-tv/sky-tv-stream/fixing-a-problem-sky-stream/fixing-sky-glass-remo...