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

[G+Champion]

Hi There.

I thought I was going mad, but my three pucks are doing the same thing since the last 'big' update. 

I cannot start them via their bluetooth remotes. Ive reset one fully, repaired BT remote, no luck.

And as you state, if I send a WOL packet or three to the devices, it crashes them after one minute.

My main living room device I have used a harmony hub as a work around using IR in the cabinet, which works, however its unacceptable that we have to use that or WOL packets to make the solution work as designed.

I'm pretty much fed up with this as I experienced this similar behavour when I switched to Sky Stream from Q back in Feb. They sent me three new remotes, which didnt help as the issue was with the pucks! Now its back again....

My missus is sick of it, says She just wants to press the button and watch TV!

Im glad that you describe it exactly as I see it.

I will get onto Sky in the week, and have to endure their normal scripted checks and responses for something that has clearly broken again during their updates. They need to take better care of their update processes rather than break things continuosly.

[scoopzuk]

@KevNewMedia @Kelsingra - Are Sky aware of the ongoing issue some users are facing with remotes not waking up a puck from standby via bluetooth and only IR command will wake them?

As you will recall from my previous posts in this thread, I was new to Sky Stream in Feb and have six pucks (all IP061 models) and all exhibit the same issue. No amount of pairing, unpairing, repairing the remotes woks. All have had remote firware updates (following instructions from another post) and whilst some people couldn't find a solution, I was fortunate enough to be able to "bodge" it by sending Wake On LAN magic packets to all six pucks to keep them alive and prevent them from ever going to sleep. This solution worked perfectly from Feb until last week when all my pucks auto-updated to OS1.3. I am now not able to use any puck one it has gone into standby mode. 

All my pucks are hidden behind TV's in the wall so using IR to wake them is not an option which is why I was using the WoL packets. Since OS1.3 sky have now broken this crucial WoL feature and if a puck receives a WoL packet it crashes the puck after 60 seconds. This is repeatable on all pucks and not a fault with just one puck.

I spent 30 mins on the phone to tech support yesterday and eventually persuaded them to send out a new puck to replace one as a trial. This puck arrives today and I will test later but I'm now at a stage where I cannot use any of the pucks without removing TVs from the wall which is a two person job and certainly not something you should be expecting customers to do.

I could do with speaking directly to one of your higher level tech supports to walk them through the issue and my options, are you able to arrange that if I private message you my contact details or account details?

More info:
All six pucks are hardwired via ethernet and IP061 models supplied in Feb 2024.

Network standby is on.

Night Sleep is off.

I have tested via WiFi instead of Ethernet, same result.

Network equipment is all UniFi.

Ethernet is a Sky buiness leased line 1000/1000mbps.

Issue was also present when I tried pairing an older Sky Q remoe to the pucks ruling out a remote issue.

[G+Champion]

An update here.

My three from Feb 24 are identical in their behavour since the last update. I have fully reset one, and its remote, all to no avail. The remote CANNOT wake the puck via its power or home buttons, only IR does it. Subsequent use of the remote does use BT as ive tried covering the IR eye. 

The issue of WOL crashing the pucks after a minute I can confirm also. Its a repeatable crash evident since the last update to my three devices.

Im really fed up about this, constant testing of updates and fault fixing around BT remotes. Whats up at Sky technically?

Ill wait for a response here, after which Ill go down the cancellation route regardless of penalty.

My wife has mine and Skys head on a block.

Its not good enough.

[scoopzuk]

So my new puck that arrived yesterday WORKS! Came downstairs this morning, turned on the TV and then pressed the HOME button on the remote and the puck powered on via bluetooth whilst hidden behind the TV. Network standby on, night sleep off and no wake on LAN packets being sent from my server. 

I will test for a few more days before requesting a replacement for my five other pucks and update here if the issue is fully resolved.

@G+Champion the fact that you mentioned your pucks were also delivered in February makes me convinced there's a bad batch of pucks from Feb/march 2024. 

@KevNewMedia - you might be able to put this one to bed soon if it turns out to simply be a bad batch of hardware from just a few months production. Pity sky didn't jump on this a bit sooner and offer replacements rather than asking people to update remote firmware, etc

[G+Champion]

Thanks for confirming that.

I'll now go and do battle with Sky in an attempt to replace all three.

Originally they replaced the remotes, but they also did something around the remote not getting a firmware update too back in Feb 24. Clearly that didn't work for later updates etc.

Of interest, have you tested a WOL packet to see if that works and doesn't crash the boxes?

I tried it again yesterday, woke the puck up fine, crashed after a minute as expected.

Hope you get all yours replaced.

[scoopzuk]

No I haven't tried a WoL packet to the MAC address of the new puck and don't think I'll temp fate in case it's a kiss of death that breaks it permanently. 

I just noticed the remote is physically different, it has a small tactile pump on the middle of the volume rocker buttons which all my other puck remotes don't have. Perhaps it was actually a remote hardware issue and the new remote solves it. I previously ruled out a remote issue as I could pair my old Sky Q remotes via B/T and they had the same issue. Or maybe it's a joint puck and remote issue.

The IT nerd in me wants to pair the new style remote to the existing 5 pucks that are faulting and see if just a remote swap is all that is needed but again, I really don't want to rock the boat if I've got my main living room Sky puck working. If I mess about with it and it stops working the rest of the family won't forgive me.

[G+Champion]

An update here.

Yesterday I did the remote / puck reset that was pushed out as a solution in late Feb. It involved repairing the TB remote using 1 and 3, switching off the puck immediately, restarting it on for 15 minutes, then restarting it again and waiting for overnight 'processes' to run.

So to my surprise this morning I blocked the IR eye with a card, but the unit did turn on via BT remote as far as I could tell.

I thought I'd try a WOL packet after it had gone to sleep. This worked, but the device crashed after a minute as expected. I left it in the top level menu screen, no live channels playing.

So, I'm now tempted to reset the other two in the same way and await overnighters again.

Either way, I'm still p***ed that the WOL packets don't work anymore, and that indicates something very wrong with their OS or firmware. Even a Microsoft Windows PC doesnt crash from WOL packets!!!

[G+Champion]

Latest update:

I was wrong, 

BT via remote will not turn the puck on from sleep.

Turn on was via IR as far as I can test. Standing around the corner using BT remote did nothing.

WOL test failed. Puck restarted itself after the minute as usual.

[G+Champion]

Called Sky and got a replacement swap of one puck coming this week.

Went through their scripted resets etc, updated firmwares etc, and just tried to wake again via BT, no dice.

I just hope the new one works!!!!

[G+Champion]

Ok new Sky Stream package arrived and swapped with old box and remote.

Setup for 30 minutes or so, easy enough, no issues seen. I rainbow reset it (Hold button) and allowed it to update again from scratch across the network. All apps setup, settings all set, so all good enough. 4K video set and auto sound. Faves all set ok.

Network standby is ON, Overnight power save is OFF.

Tested BT Remote, covering IR etc, Box starts ok after checking that it was not active on the LAN, so disconnected, no ping.

All good.

Thought I'd test WOL packets to it. That did cause it to crash and mess up the TV inoput, so no change there. BT did work after it crashed, so no permanent issue there.

I'll leave it overnight and test again in the morning with Remote for BT wak up. I don't thik there's any point in doing a WOL test as I'm pretty certain it will crash, which of course never happened before the last updates.

[scoopzuk]

Update after a few days and all is working perfectly. The new stream puck and new remote are operating as expected, when the pucks goes to standby mode it can be woken by pressing the HOME button on the remote without direct line of sight to the puck. Now I just need to get my other five pucks swapped without running through a tech-support script asking me to factory reset and test each one.

This is the new remote, slight revision on the model version to 100.3 from 100.2.

[G+Champion]

Same here Scoopz.

The set delivered yesterday has the new remote and does wake up the puck via the BT remote. Tested it a few times.

WOL still fails after sending packets, I can conirm that, so that must be a software bug still.

I had the displeasure of four different Sky support people today. One tried to tell me that BT was line of sight and thats why it doesn't work. The other tried telling me it was the TV controlling the puck, which he was getting mixed up with CEC.

After blowing a blood vessel I got to speak to the Team in Newcastle and will be getting the pucks replaced, No 2 arrives Saturday I hope. They are also going to follow up with a call to check all is ok.

I hope you get yours replaced, and I also hope that this saga does not happen at the next update. If it does, I'm out of here for good.

[G+Champion]

Update.

Two pucks and remotes now replaced from those issued out as new products in Feb 24. These are different 'IP' versions for the pucks and the later remote controls.

I've still one old set in the bedroom to replace.

I can confirm that BT Remote turns the pucks importantly ON without line of sight. Other functions as expected via BT. This of course is turn on after the puck is no longer pingable on the LAN.

So Mr Sky, you do have a bad batch of hardware in my view and I'm guessing your prepared to replace only once the Customer contacts you and jumps through several hoops.

I'm glad the Newcastle Team at Sky sorted this for me, lthough I'm still waiting for a call back to deal with the third and final puck and its remote.

Happy Streaming folks....

[G+Champion]

@scoopzuk did you every get all five pucks replaced?

I found that their system would only allow one replacement at a time.

Which means constant calls for five weeks for you, time they order, arrive, close down, recall, go through their script..... what a drama....

I've got two replaced, for now I'll leave the bedroom one line of sight, until the other half covers the IR and it stops working 🙂

[CBre1]

I've finally given in!

Had Stream since Feb with this Bluetooth issue. I've spoken to tech help. The first said this is how the puck should work, the next tech help said they could only replace the remote - which has already ben replaced once. I don't have the time to keep phoning so I've gone ahead and cancelled as it seems the only way out.

It's a shame really as stream is pretty good apart from having to try and aim the remote at the puck behind the TV each time we want to turn it on!