Sky Stream Puck remote does not sync with Sony Bravia TV

[APO84]

Hi All

I've gone through all the setup options for my Sky Puck remote to try and sync my Sony Bravia Model KD-43X75WL but it will still not connect the  volume, mute button, it turns the TV on fine but not off, just the Sky puck goes off and TV remote is then needed to turn it off fully.

Any ideas to fix, if fixable ? 

Thanks

Andy

[Hunter2660]

A long press of the button is needed to turn both Stream box and TV into standby. Not sure why the volume button isn't working on the TV though.

[APO84]

A long press does not turn the TV into standby either, nothing happens unless i just press power button and TV stays on 

[Hunter2660]

The remote can't be synched to the TV then. Turning the Stream box on will send a signal the TV to select the correct HDMI channel. Perhaps somebody could provide a solution to the remote not actually "seeing" the TV.

[lettice]

I would expect from knowing similar models that work fine, it should also work  for your Sony TV model.

Try  repairing the remote again, ignore the first failing code and continue trying a few more

We have seen it can for some TV models, take quite a good handful of  code selections to get the full range of volume and on/ off working correctly.

[APO84]

I have done it over 10 times now between start of Jan and now and still the same

Does it need a reset as if it was a 1st installation psosibly ? If so, is there a guide to do this ? 

[lettice]

How many of the available codes on the remote repairing attempt did you try?

Like I said above , we have seen customers Someone recently say  they tried twenty or so of the codes shown on the remote repair screen, so saying no to the  codes that only half work. Obviously when retrying, making a note of the codes in their sequence.

[APO84]

The option goes through 32 and then another 10/12 i think it was 

[lettice]

@APO84 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[APO84]

Thank You for the help 🙂 

[Tom-W19]

Thanks for escalating. We've sent an invite to @APO84.

[APO84]

Hi, ive not heard anything as yet on this escalation, emails do not seem to be coming through with any but a pop up window but then no response when i say hi. 

[APO84]

Hi, is there any update ? 

[APO84]

Hi, I was getting a response but very time I replied I've had no answer and still no response on my issue are @Sky abke to help?