New customer can't get remote control to work

[Doreen9]

I have just received my Sky Puck and remote control.  I cannot get the remote control to work.  I have held buttons 1 and 3 for ages with no result and pressed the on/off switch but nothing happens.  I have tried three different lots of batteries, but the remote control seems to be dead.  I'm probably doing something wrong - I am in my late 70s and not very technically minded, but surely a light should show if the remote control is working?

[Stephen+Mourton]

The remote does not normally have any lights when being used, but the small puck should have a small white light at the front close to the base when initially is switched on.  Does that happen? 

[Dallybally · Accepted solution]

I had the same when new a couple of weeks ago. Close the curtains and turn lights off so you can see the remote lights, press and hold 7&9 until it flashes, that resets it.

It flashes very quick and you won't see it in the light. Then try 1&3. I had to do it about 10 times till it worked. Also try turning puck off and on at mains.

Annoying as hell and I was about to phone sky when it suddenly just worked. 

[Dallybally]

PS yes all the keys light up on remote when you pick it up. It's very dull again though. Make sure it's doing it or maybe the whole thing is dead. 

[Doreen9]

Thank you.  I persevered as you suggested and after about 6 hours I've got it working.  It certainly helped once it got dark, so I could see when the remote lit up.

[Derec]

I'm the same..sky puck remote just won't work...tried to phone sky but impossible to speak to a real person ...very frustrating 

[Jporch316]

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@Derec wrote:

I'm the same..sky puck remote just won't work...tried to phone sky but impossible to speak to a real person ...very frustrating 

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@Derec 

The remote can be reset and paired again following these steps;

1.   Press and hold 7 and 9 together on your Sky remote for three seconds.
2.   Press and hold 4 and 6 together for three seconds.
3.   Press and hold 1 and 3 together for three seconds and follow the on-screen instructions.

To Replace remote under warranty ser link below 

https://www.sky.com/help/forms/streaming-tv-remote

[Dallybally]

And persevere. For some reason I lost Bluetooth connection recently and tried re-pairing. No joy and I ran out of time. Tried again the next day and it worked first time. 

[Dallybally]

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@Jporch316 wrote:

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@Derec wrote:

I'm the same..sky puck remote just won't work...tried to phone sky but impossible to speak to a real person ...very frustrating 

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@Derec 

The remote can be reset and paired again following these steps;

1.   Press and hold 7 and 9 together on your Sky remote for three seconds.
2.   Press and hold 4 and 6 together for three seconds.
3.   Press and hold 1 and 3 together for three seconds and follow the on-screen instructions.

To Replace remote under warranty ser link below 

https://www.sky.com/help/forms/streaming-tv-remote

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Is there a warranty period? Don't sky own the equipment like on Q?

[Jporch316]

@Dallybally 

Not sure about the remotes 

pucks can be exchanged if they are loaned 

[Derec]

Thank you for your reply....Sky sent me another remote which works well.

[Dallybally]

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@Jporch316 wrote:

@Dallybally 

Not sure about the remotes 

pucks can be exchanged if they are loaned 

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I thought sky owned all equipment since plus and it was all covered by them

[Jporch316]

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@Dallybally wrote:

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@Jporch316 wrote:

@Dallybally 

Not sure about the remotes 

pucks can be exchanged if they are loaned 

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I thought sky owned all equipment since plus and it was all covered by them

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Not the pucks purchased before February 28th  2023. Much to my annoyance as I have a dead one ..........