Sky Stream Puck not working

[JEFF1102]

Last night I switched on second puck and first odd thing was that the volume control on remote bought up the search instead of turning up the volume. I watched the show then the home screen froze up. Since then after several reboots cannot get the puck to work. Its now stopped communicating with the remote as well.

I looked up the recovery process on sky help and started that. But when it says to press 4 and 6 together on remote nothing happens. The remote will not work at all. Any ideas or shouls I call Sky? Thanks.

[Lisa-P1987]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Hi JEFF1102

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[JEFF1102]

Thanks. I did phone sky and they think the fault is the remote control and have posted a new one out which arrived today and hopefully will solve the problem.