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

[Keef1969]

My disappointment is that I was in my cooling-off period when this started.  I seriously considered just sending the whole lot back when it wouldn't wake up without physically lifting the unit up.  When Sky got so far that it actually woke up via IR I calmed down a bit and I forgot about cancelling, seriously thinking Sky would sort this out soon.  2 months later part of me wishes I had cancelled and gone with Now TV.  Foolishly I signed up for 18 months to get the lower price.  It's not that it affects me too much, it's that it  IS an expensive offering and it affects lots of us and Sky just seems to have ignored this and gone radio silent.  Pretty shameful customer service.

[lettice]

I've not had any problems with Bluetooth turning on the pucks I have in either of my rooms.

None of the pucks are in direct view of the remote on first instance, so it's def using Bluetooth.

My firmware for remote is listed as 5103.4.2

Just wondering, if those having this problem have the Settings>Start up and standby>Overnight power saving mode set to ON.

Mine is OFF, along with Network standby mode set to ON.

My thinking is that maybe that option is only allowing it to wake up the puck via ir and bluetooth/network is off at that point, until the box is once again up and running.

[Keef1969]

@lettice - yes, definitely off.  We've been through everything to be honest, I've even had someone come to my home, there was quite a focus on this but then it just stopped. 😞 

[scoopzuk]

Are you using new pick's manufactured in Feb or March this year. They seem to be the only ones affected. I believe they have newer model IP06 vs older IP04. 

It is nothing to do with firmware of the remotes. That is a separate issue that affected some users. This is to do with the new IP06 pucks powering down the Bluetooth chip when they go to sleep regardless of sleep or power saving settings. Only way to power the puck on from sleep is via infra red (line of sight) which isn't practical when you have six pucks hidden behind TVs in media boxes. 

I have got a temporary fix by using an on premises server to send keep alive (Wake on LAN) packets to each puck every minute so they never go to sleep but others with less technical knowledge shouldn't be expected to do this. 

As there seem to be no further updates from Sky in this thread I'm going to call and ask for all six pucks to be replaced and keep repeating this process until they sort it out or send me IP04 models. If everyone suffering with the same issue does the same perhaps it might rise up the tech support list. 

[lettice]

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@scoopzuk wrote:

Are you using new pick's manufactured in Feb or March this year. They seem to be the only ones affected. I believe they have newer model IP06 vs older IP04. 

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My remote controls are both model Lc103-ant

My pucks are model ip061

Mine were sent to me end of Feb.

Have no issues at all with both these pucks.

[scoopzuk]

Thanks for the info. I ruled out remote and remote firmware because the same issue existed if I paired old Sky Q remotes to the new IP06 pucks. 

if you have Feb issued IP061 model pucks and can power on from sleep Bluetooth (not line or sight IR) then perhaps it's just a bad batch of Bluetooth chips in some of the IP061 batch but not all of them. So I think the logical thing is to request replacement of one and see if that solves it and if it does then replace all. No point in replacing six and signing into all my apps again if it doesn't fix it for me. 

I will have to check my remote firmware when I get home just to see how it compares to yours. I'm not sure if it's allowed on the forums but I wouldn't mind seeing firmware and software numbers (not serial or MAC address) for you puck too. 

I have night standby off and network standby on but have tried all combinations. 

I haven't disabled the keep alive pings for a while to test, it could be there was an update earlier this week since I last test but I can't be bothered with the "dad it's not working again" complaints from the kids when I do test it without the keep alive pings. 

[lettice]

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@scoopzuk wrote:

I will have to check my remote firmware when I get home just to see how it compares to yours. I'm not sure if it's allowed on the forums but I wouldn't mind seeing firmware and software numbers (not serial or MAC address) for you 

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Both my pucks are on q25 firmware

Have been on QS025.012.00P since 28th Feb and a few days ago that changed to QS025.017.00P

The q25 has been slowly going out to all pucks over the last month and all pucks should have this firmware version on their pucks now.

Just something I would recommend, when making a change like network standby or overnight power saving is to clean power reset the puck (removing power or turn off socket) for about 30 seconds, just to be sure it takes the change option.

Do find with any such things on a smarttv, it's always best practice to do that.

[Anonymous]

Config (Both Pucks):

Model: IP061-ef

Serial: IP06xxxxxxxxxxxxx

Build: QS025.017.00P

Remote: LC103-ant

Remote Firmware: 5103.4.2

Network Standby: On

Overnight Power Saving: Off

Neither puck will come out of standby via Bluetooth after being off for > 10 minutes. 

[Spud132]

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.

[Keef1969]

I had a guy from the SKY remote R&D team come out and see me with 3 replacement remotes.  He left saying the problem was 100% not the remotes but he couldn't do anything as he is in the remote team.

[Keef1969]

TBH I have given up on SKY finding a fix for this,

[Mr+P+of+Croydon]

For goodness sake, I had 4 new pucks and 4 new remotes come together in February and they will not wake up with Bluetooth. Period. I do wish they would stop trying to tell me the problem is something else.

[Anonymous]

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@Mr+P+of+Croydon wrote:

For goodness sake, I had 4 new pucks and 4 new remotes come together in February and they will not wake up with Bluetooth. Period. I do wish they would stop trying to tell me the problem is something else.

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I think it's just a bad batch of pucks. I'll cancel and resubscribe in a month or so, when I'm sure they're no longer faulty. 

[Anonymous]

Also @Kelsingra this should have its answered tag removed, as it's clearly not!

[Spud132]

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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!