Sky Stream - Remote won’t turn on any of my pucks!

[SleeRoy]

Hoping someone can help me out here, not getting anywhere fast!

I begrudgingly moved from Sky Q (1 main box box and 3 mini boxes) after having to replace my main box 4 times in the last year. I'd had zero issues for 6 years, then one problem after another. 

Anyway.....Sky Stream arrives, 4 pucks, and I went through the setup and update process for each. 
Simple enough. 

Or so I thought. 

No matter what I do, I cannot get the remotes to turn my pucks on, I'm having to manually press the power button on each of the 4 boxes. Each puck is connected to a different model of TV, so it's not the TV that's the issue. 

I have also tried troubleshooting as follows, none of which have resolved the issue:

- Full reset of each puck and all 4 have up to date firmware

- All pucks are logged in to my account

- Repairing each remote (which seems to work but only lasts for a few minutes - once turned off and left for a short period of time, lo and behold the problem re-emerges

- I have tried changing the HDMI cables

- I have toggled the HDMI, standby and internet standby settings in the settings menu 

Other things I've noticed - not all of them seem to work with the TV powering on and off

The puck that has an Ethernet connection when powered on shows a 'no WiFi connection' - despite being hardwired and the WiFi setting being off! 

Honestly, I'm appalled at how poor the user experience is compared to Sky Q. I am awaiting contact from Sky as they claim that this is the first time that they've heard of this problem, which I find hard to believe. 

Really hoping someone from the community has experience and solved this issue, because I'm out of ideas. 

Any help would be massively appreciated - thanks in advance. 

[Keef1969]

Hi all,  I just changed from Sky Q to Sky Stream.  I have 3 pucks.  When they arrived they wouldn't register so I reset them (pressed the button on the bottom of the puck until the light started flashing orange).  All was well, software updated, I got everything set up on all 3 pucks with no problems.  My issue is that when they go into standby (which is often, Sky is very aggressive about when these go into standby) I cannot wake them up with the remote, only by pressing the button on the bottom of the puck. They are all hard-wired - I have 1Gb fibre to the home (I've also tried with wifi - same problem).  All the remotes work fine when the pucks are on, voice searching etc.  I had a call with Sky and they took me through some troubleshooting, none of which made any difference.  He said I should wait a week or so and they may "settle down".  Anyone else had this and if so is there a fix?  Not being able to turn them on with a remote is a no-no for me, a big step backwards.  TIA.

[Deedee36]

@Keef1969 have you checked networked standby mode is on

amd overnight power saving turned off

[Keef1969]

Hi @Deedee36 - I have indeed but thank you. 🙂 

[Keef1969]

I've now performed a factory reset but still nothing.  I've started pinging from a linux machine, when it responds I can turn the puck back on with the remote, when it stops (after 5 minutes) it's unresponsive from the remote.

[Chrisee]

@SleeRoy if the remotes will not start the pucks by pressing home then check you have fully removed the parer slip that protected the battery terminals which tears easily.. The power key is a toggle which changes the power state with a short tap so a double tap which is easy to do by mistake turns the unit on then off. A longer press is the command to switch the power on the TV. I find the home key always works whether the remote is linked by Bluetooth or using infra red when not linked.

[Chrisee]

@Keef1969 do the pucks start in you use the Home button on the remote?

[Keef1969]

Hi @Chrisee - No, I tried every button and nothing.  I've also paired up a Sky Q remote - nothing.  Taken the cable out and set up wifi - nothing.  I have a friend with Sky stream - I'm going to take a puck round his and see if it works, then bring his here and see if that works.

[Chrisee]

@Keef1969 sounds like a dead puck if it wont repond to a Q remote. I would call Sky and get it swapped out.

[SleeRoy]

@Chrisee Thanks for responding. Appreciate that. 

The remotes all work fine once the pucks are manually turned on - so the paper isn't the issue as I opened the back to remove all of them having heard the tear issue happens a lot. 

Neither the home nor the power button - nor any button come to mention it - gives a response. They are all paired fine - just none of them turn on without having to do it manually. Once on, they all work fine. 

It's infuriating. 

[Keef1969]

@Chrisee - it's 3 pucks though, surely they can't all be dud?  Same batch maybe?

[Chrisee]

@Keef1969 agree its unusual hence the question about the paper slips in the remotes which is a common issue - remove the remote's back cover and reseat the batteries. However if a Q remote wont work assuming it is unpaired - ie after pressing 7 & 9 together - it points to a puck issue.

.

[Chrisee]

@SleeRoy given there is another post above yours with a similar issue call Sky as they msy have had a dud batch of pucks.

[Keef1969]

@Chrisee - just to be clear - the remotes work, it's just when the pucks go into standby I can't wake them up with the remote, I have to press the button on the bottom of the puck.  Once I've done that the remotes work fine including voice search.  

[SleeRoy]

@Chrisee - thank you, I'll get back onto them now!