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

[6MCN]

Thanks for the update @Anonymous . Am I reading that Sky are saying you cannot put these behind a TV then? For me, if that is the case, then they are no good and will abandon Sky as soon as my contract ends. Can you confirm if this is the case @Kelsingra ?

[Arthur7]

I have the puck behind my TV and it is working in bluetooth mode. It seems that's just luck though as some others aren't as fortunate. 

I have given up trying to make the LG magic remote control the puck as it seems to rely on IR, so I'm stuck with the Sky remote but currently it's working without line of sight (I re-paired the remote in bt mode and switched off the energy saving mode and that seems to have worked for me - if not others). 

It seems to me Sky either has a comms problem with many staff unaware that there is an issue, or maybe they are trying to ignore it in the hope it goes away. Either way it's really poor. 

[Anonymous]

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@6MCN wrote:

Thanks for the update @Anonymous . Am I reading that Sky are saying you cannot put these behind a TV then? For me, if that is the case, then they are no good and will abandon Sky as soon as my contract ends. Can you confirm if this is the case @Kelsingra ?

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Yes, he is saying it should NOT work via Bluetooth after 15-minutes, which is not correct. 

[Anonymous]

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@Arthur7 wrote:

or maybe they are trying to ignore it in the hope it goes away. Either way it's really poor. 

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100%. 

[Keef1969]

Sad as it is I've given up on this.  What Sky are saying is nonsense, I had a remote R&E guy around my home telling me this is NOT expected behaviour.  What is the saddest part is that Sky seemed to be engaged and intent on trying to help people, they have now given up.  @KevNewMedia and @Kelsingra have gone radio silent so I'm just assuming that [removed] I'm now waiting for my contract to run out before thinking very hard about what to do next.  Sky is just the same as any other company, it's all about money, and they don't care about its customers.

Moderator note: removed inappropriate comment

[SusanJDK]

I've given up too!!!! Ethernet cables are not an option for me due to position of the router so using a fire stick for now & will get out of contract as soon as possible!

[Arthur7]

Why do you need ethernet cables?

[KevNewMedia · Accepted solution]

Hi Everyone

Can I start by apologising profusely for the delay in being able to resolve this problem.

Whilst the problem is still under investigation and I can't say whether this will help, there has recently been a firmware update for everyone's stream to QS027.508.00P.  If you've tried this after 26/4/24, and it hasn't worked, there's no need to try this.

• Press 4 and 6 together for 5 seconds to unpair/reset the Bluetooth on your control.
• Press 1 and 3  together for 5 seconds and follow the on-screen prompts.
• Test the service.

I will be marking this post as answered, so that the most up-to-date information is provided for everyone, and you don't need to read the entire thread. As soon as I have more information/resolution, I will let everyone know.

[Anonymous]

@KevNewMedia tried. Made no difference. 

[KevNewMedia]

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@Anonymous wrote:

@KevNewMedia tried. Made no difference. 

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Thank you @Anonymous 

I appreciate the quick feedback - I appreciate it. I'll feed that back to the engineers working on the problem.

[scoopzuk]

Thank you for the uodate @KevNewMedia

For your information, I am running QS027.508.00P on six stream pucks, remote firmware 5103.4.8 and still cannot wake any if them from standby cia bluetooth. 

My only solution is to continue with my server sending WakeOnLAN packets every minute to prevent then sleeping.

Could you perhaps ask a tech to contact me so we can do some deeper investigation or can you confirm if this is only a small batch of units and RMA'ing all six repeatedly until I get working ones is the solution?

[Anonymous]

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@scoopzuk wrote:

Thank you for the uodate @KevNewMedia

For your information, I am running QS027.508.00P on six stream pucks, remote firmware 5103.4.8 and still cannot wake any if them from standby cia bluetooth. 

My only solution is to continue with my server sending WakeOnLAN packets every minute to prevent then sleeping.

Could you perhaps ask a tech to contact me so we can do some deeper investigation or can you confirm if this is only a small batch of units and RMA'ing all six repeatedly until I get working ones is the solution?

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I'm waiting for a reply form @Chloe-22 about returning my kit to sky for further testing. 

Hopefully that will get to the bottom of it. 

[Anonymous]

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@Anonymous wrote:

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@scoopzuk wrote:

Thank you for the uodate @KevNewMedia

For your information, I am running QS027.508.00P on six stream pucks, remote firmware 5103.4.8 and still cannot wake any if them from standby cia bluetooth. 

My only solution is to continue with my server sending WakeOnLAN packets every minute to prevent then sleeping.

Could you perhaps ask a tech to contact me so we can do some deeper investigation or can you confirm if this is only a small batch of units and RMA'ing all six repeatedly until I get working ones is the solution?

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I'm waiting for a reply form @Chloe-22 about returning my kit to sky for further testing. 

Hopefully that will get to the bottom of it. 

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Apologies, that should be @Chloe-W22   

[Anonymous]

This is what sky asked for:

Thanks for your patience, our Stream engineers have come back and asked us to gather some further information for them before they can take the next steps.
Can you tell me who your internet provider is?
How you connect to the internet, wifi or ethernet?
What is your download speed?
What other devices do you have in the house that connect to the internet, make sure to include things like alexsa, google/echo home pods, cctv, ring doorbells, hive/nest hubs, smart light bulbs etc.
We would also like to get an understanding of the setup of your Pucks. So can you take a photo of each of the pucks and upload using the attachment icon on the chat.
We are looking to see what the Pucks are on and near, so a picture of the pucks from about 1 meter away would suffice.
How do the pucks connect to your TV?
What TV's are you using, can you provide the make and models of both please?
Has bluetooth ever worked to wake up the pucks? If it has, is there anything you can think of that might have changed recently in the home?

They then said it may well be faulty pucks (which it is) but they still need the above. 

Absolute clowns. I'm cancelling today and going to nowtv and the new manhattan recordable freeview box. @Chloe-W22 @KevNewMedia 

[scoopzuk]

This problem has not gone away and is now worse after the latest entertainment OS update. 
My workaround with send magic Wake on LAN packets which has worked reliably since Feb no longer works. The stream pucks auto power off after 1 minute if they are woken by WoL packet. 

Currently on phone to tech support asking for replacement pucks.