Sky Remote not working

[Aaron37]

My Sky reomote has failed for the second time in three months and I am being told by Sky that it will take 7-10 working days for a replacement to be sent out to me, which I think is completely unacceptable given that there is a known issue with the remote controls. Is anyone aware of  any way for a remote to be sourced locally or have they managed to get replacements quicker as customer service will not assist with either a local sourcing of the replacement or expediting its delivery to me?

[Daniel0210]

@Aaron37 

If you can't wait you can purchase a new remote from a retailer or larger supermarket. If you do that as well as the one from Sky you’ll have a spare. Try Argos / Asda Living / Tesco etc. 

[Aaron37]

Thanks for the prompt response @Daniel0210 and advising that I can purchase a remote control so that once sky send one out and it is received I will have a spare. I guess my issue is that the remote controls are being provided with a known defect and there isn't an appropriate way to provide replacements in a timely manner. (I would NOT class 7 - 10 days as an appropriate turnaround time for a critical piece of hardware) Has anyone been refunded the cost of purchasing a replacement remote control, or had any luck with getting Sky to source one locally for them (as you said, they are readily available for purchase).

[Laing1]

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@Aaron37 wrote:

Thanks for the prompt response @Daniel0210 and advising that I can purchase a remote control so that once sky send one out and it is received I will have a spare. I guess my issue is that the remote controls are being provided with a known defect and there isn't an appropriate way to provide replacements in a timely manner. (I would NOT class 7 - 10 days as an appropriate turnaround time for a critical piece of hardware) Has anyone been refunded the cost of purchasing a replacement remote control, or had any luck with getting Sky to source one locally for them (as you said, they are readily available for purchase).

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@Aaron37 there is a known problem with some Sky stream remotes but as far as I am aware there is no known problem with the Sky Q remotes

[Aaron37]

Thanks @Laing1 for your response. Looking at my Sky package it would appear that it is sky stream that I have, not sky Q (this is my first time ever with sky and only been with them for three months so still getting used to the lingo). It may be that this thread needs to be moved tonthe sky stream section, and I am happy to receive direction from anyone here on how to move my post. As you helpfully pointed out, there is a known issue with my remote and it would appear there is no adequate system for providing a timely solution for customers (as without the remote the puck is just a black plastic box with a shiny light). I was reaching out to see if anyone had any useful solutions for this issue, bit so far I have only been advised to foot the bill myself upfront to resolve a known issue or be without tv for 7-10 days. If anyone else has any further pertinent advice for this issue I welcome it and thanks for the responses so far.

[Daniel0210]

@Aaron37 

I've moved it for you. 

The advice to purchase one elsewhere as a backup was based on us thinking you had Sky Q. 

[MarkGoldsmith · Accepted solution]

Yeah I wouldn't buy a sky streaming remote  as there are quite a few dodgy batches so you may end up wasting your money on a bad remote. As they have a lifetime warranty you are better off ordering a replacement.

Some things to try that may help fix the remote.

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. 

If it is still not working have a look at the following guides:
https://www.sky.com/help/articles/remote-control-help-sky-glass
https://www.sky.com/help/home/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-remote...

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

Sky Q remotes actually work with Sky stream in a limited capacity, so you could source a Sky Q remote to use as a backup as well.

[Aaron37]

Thanks @MarkGoldsmith for your response. I will give the wringing option a try but have exhausted all of the other possible solutions you have suggested with no joy, hence me having to now wait for 7-10 days for a replacement remote meaning no TV for the kids (and no Joshua fight for me if it doesn't show up in time 😞). My query is really to see if anyone has managed to get this process expedited or find another solution as the amount of time sky are taking to resolve a KNOWN issue is crazy! Thanks again for your response and will get wringing out my control 😁.

[MarkGoldsmith]

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@Aaron37 wrote:

Thanks @MarkGoldsmith for your response. I will give the wringing option a try but have exhausted all of the other possible solutions you have suggested with no joy, hence me having to now wait for 7-10 days for a replacement remote meaning no TV for the kids (and no Joshua fight for me if it doesn't show up in time 😞). My query is really to see if anyone has managed to get this process expedited or find another solution as the amount of time sky are taking to resolve a KNOWN issue is crazy! Thanks again for your response and will get wringing out my control 😁.

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Most people have reported getting the replacement remotes within 2-3 days i believe.

[Padam_Padam]

@Aaron37 

It's possible that stocks of replacement remotes are running low due to so many having to be sent out. Also, the Bluetooth issue that's still under investigation may mean that certain batches are having to be recalled. 

If you're desperate then buying a Sky Q remote from a supermarket is probably your best option. These can be paired to a Stream puck and are generally much better made. 

[Aaron37]

Thanks everyone for their responses, and a big thanks to Sky who have managed to get one delivered out to me by lunchtime today. Let's hope the remote doesn't fail for a third time in as many months, but at least I now have tv again now (and can keep catching up on True Detective 😁)

[George213]

Remote not working. Very annoying and frustrating. Would not recommend Sky Glass to anyone.