Sky Stream - Bluetooth won’t turn on my pucks (voice control works via Bluetooth)

[Anonymous]

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@Spud132 wrote:

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@Spud132 wrote:

Just spoke to sky as I had to speak with them regarding a problem with atmos content, so I raised this issue and the lack of updates from Sky.

He told me that any issues with the remote and puck not communicating via Bluetooth are being treated by sky as issues with the remote and not the puck. He is going to send me out a replacement remote which he says should resolve the issue.

I did advise that other people had tried alternative remotes with no success but he said that older remotes may not work and that's why he'll send me out a new one.

I'm not especially hopefully as surely we would have had an update to that effect on here however will try it when it arrives and let you know.

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My replacement remote arrived yesterday, paired it up to the puck and (surprise,surprise) it didn't make any difference, I'm still unable to power on the puck with Bluetooth.

Will get back onto sky tomorrow and request that they send me a replacement puck and see what they say!

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Please let us know. 

[CBre1]

I've had a replacement remote too, but it made no difference.

[Arthur7]

Reading through this thread with dismay as I've also mounted my puck in the media wall behind the tv and been left wondering why it won't switch on. The whole process of switching from Q to Stream was a joke with multiple phone calls, 'system issues' and contradicting information - and now it doesn't even work as designed. 

As MadeInYorkshire stated on the previous page why has this thread been marked as answered? (@Kelsingra would you mind answering that please?) 

When I have enough time I will call tech support, if only to ensure that there's another case open for this issue. I have little faith in it producing a result though as they seem to be in denial about the source of the problem. 

As a side question - has anyone had any success with the LG magic remote (or similar)? My understanding was that sends commands via hdmi so would in theory bypass any bluetooth issues but I've not yet managed to get that to work either. I may be misunderstanding how it works though. 

[Chrisee]

@Arthur7 marking a reply from Sky staff member or sometimes a Superuser as the "answer" is done so that people coming to a long thead for the first time can see Sky are aware of the issue which is easy to miss otherwise. The answer post is then edited or replaced when a true resolution is found. 

[Arthur7]

Ah ok thanks for clarifying @Chrisee 

[Anonymous]

We know they're aware of it. They're just useless in updating us all with any progress. Even if there is no progress they could still let us know. 

As it is we don't have a clue what, if anything, they are doing. 

[Chrisee]

@Anonymous Sky never give a running commentary when they are working on issues. In the past the first work is always replicating the fault on their equipment which if it applies to certain batches can be easier said than done. Next they need to identifu what is causing the glitch, then developing a fix, testing the fix and then applying it with customers. This all takes time.

[Anonymous]

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@Chrisee wrote:

@Anonymous Sky never give a running commentary when they are working on issues. In the past the first work is always replicating the fault on their equipment which if it applies to certain batches can be easier said than done. Next they need to identifu what is causing the glitch, then developing a fix, testing the fix and then applying it with customers. This all takes time.

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Then they should change that policy. It is very ignorant. 

[Spud132]

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@Anonymous wrote:

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@Spud132 wrote:

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@Spud132 wrote:

Just spoke to sky as I had to speak with them regarding a problem with atmos content, so I raised this issue and the lack of updates from Sky.

He told me that any issues with the remote and puck not communicating via Bluetooth are being treated by sky as issues with the remote and not the puck. He is going to send me out a replacement remote which he says should resolve the issue.

I did advise that other people had tried alternative remotes with no success but he said that older remotes may not work and that's why he'll send me out a new one.

I'm not especially hopefully as surely we would have had an update to that effect on here however will try it when it arrives and let you know.

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My replacement remote arrived yesterday, paired it up to the puck and (surprise,surprise) it didn't make any difference, I'm still unable to power on the puck with Bluetooth.

Will get back onto sky tomorrow and request that they send me a replacement puck and see what they say!

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Please let us know. 

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Spoke with sky again this morning, got a really helpful guy. He talked me through a couple of things to check, most of which had been tried either by myself or others on here.

He then got up this thread and read a few of the posts and said as it appears that it's affecting pucks that are IP06 he can just replace my puck, although couldn't guarantee whether it would be an IP06 puck it would be replaced with or an IP04.

Just waiting for the tracking details to come through to find out when it's arriving.

He also said that he will raise this issue up the chain as there are clearly people waiting on updates or a fix.

[6MCN]

@Spud132 Thanks for the update! Let us know how you get on.

[Anonymous]

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@6MCN wrote:

@Spud132 Thanks for the update! Let us know how you get on.

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Unfortunately if it's an IP04 it won't prove anything. Let's hope it's an IP06 and it works, then we can all get swap outs. 

[Spud132]

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@Anonymous wrote:

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@6MCN wrote:

@Spud132 Thanks for the update! Let us know how you get on.

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Unfortunately if it's an IP04 it won't prove anything. Let's hope it's an IP06 and it works, then we can all get swap outs. 

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New puck arrived and it's an IP04. All works perfectly.

Prob worth phoning Sky and just requesting a new puck as there's nothing to say how long it'll be before they resolve the issue with the existing picks.

[Anonymous]

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@Spud132 wrote:

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@Anonymous wrote:

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@6MCN wrote:

@Spud132 Thanks for the update! Let us know how you get on.

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Unfortunately if it's an IP04 it won't prove anything. Let's hope it's an IP06 and it works, then we can all get swap outs. 

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New puck arrived and it's an IP04. All works perfectly.

Prob worth phoning Sky and just requesting a new puck as there's nothing to say how long it'll be before they resolve the issue with the existing picks.

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Thanks for trying, but we already knew it was an IP06 problem. 

As you have already said, you can't request a specific IP, so it would be pot luck if any of us got IP04 (and I don't really want an older model anyway). 

Be interesting to see if Sky ever come back to this thread. 

[Anonymous]

Any news @Kelsingra ?

[Anonymous]

Spoke with Jordan at @Sky a few days ago. He said he would check with the tech team and he already knew there was an issue. 

Heard back today:

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Hi its Jordan from Sky. I'm just letting you know iv heard back from our tech team and they have come back saying the remote will work on Bluetooth for 10-15 minutes after going into standby and then they will return to IR mode.

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The pucks need to remain in an open area with visible line of sight and no objects of interference around them as this can block the IR signal.
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Please check to see if there is any objects around the puck and that it is in an open area. After this please resart both your pucks and carry on as normal. If yu still notice an issue after 7 days then please can back in touch. Thankyou.

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Please also make sure that your pucks aren't tucked away behind any tvs and are in the open. NoReply
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What an absolute croc @Kelsingra.  No help at all, and complete lies saying it is normal behaviour.