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31 Jan 2024 04:53 PM
I received my puck yesterday and have exactly the same issue. Once powered on using the button on the base everything works perfectly fine. Only thing it won't do currently is turn on using the remote after going into standby. Strange thing is once powered on initially I am then off and on at will just not after standby mode kicks in.
31 Jan 2024 04:56 PM
Posted by a Superuser, not a Sky employee. Find out more@NickB1 do you have networked standby mode switched ON in the settings? If not its may be worth turning it on and then giving the puck a little reboot by unplugging it for a minute just to ensure its picked up the change in setting.
Sky Stream user. Former Sky+ HD and Sky Broadband customer
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31 Jan 2024 04:57 PM
@NickB1 - I'm not giving up on a fix just yet but please let me know if anything changes or you find a fix.
31 Jan 2024 04:58 PM
I'll give it a go and feedback.
31 Jan 2024 05:19 PM
@MarkGoldsmith I've done this on all of mine and a ping shows it stops responding after about 7.5 minutes so it's clearly not working.
64 bytes from 10.0.0.29: icmp_seq=860 ttl=64 time=157.359 ms
64 bytes from 10.0.0.29: icmp_seq=861 ttl=64 time=181.015 ms
Request timeout for icmp_seq 862
Request timeout for icmp_seq 863
Request timeout for icmp_seq 864
Request timeout for icmp_seq 865
Request timeout for icmp_seq 866
Request timeout for icmp_seq 867
Request timeout for icmp_seq 868
Request timeout for icmp_seq 869
Request timeout for icmp_seq 870
Request timeout for icmp_seq 871
Request timeout for icmp_seq 872
Request timeout for icmp_seq 873
Request timeout for icmp_seq 874
Request timeout for icmp_seq 875
31 Jan 2024 06:32 PM
I'm seeing a few other users now have this issue so perhaps it is a bad batch of pucks. I have a day off work on Friday so I plan on calling them and trying to get some new pucks. I am well within my cooling-off period and I'm not happy with the way it works as is, to not be able to turn on a device with its remote is something I could do all the way back to the 80s.
31 Jan 2024 09:28 PM
Posted by a Superuser, not a Sky employee. Find out moreI can escalate your post to the sky online community support team if you d like ...
01 Feb 2024 08:43 AM
Hi @Jporch316 - that would be great please! Thanks.
01 Feb 2024 08:57 AM
Posted by a Superuser, not a Sky employee. Find out moreInhave escalated your post please look out for a chat bubble icon to initiate the support ....
01 Feb 2024 09:00 AM
To confirm my puck has failed to turn on using the remote after going into standby overnight despite turning network mode ON. I've had to turn on with the button again.
01 Feb 2024 10:36 AM
Posted by a Superuser, not a Sky employee. Find out more@NickB1 may be worth trying turning overnight powersaving to OFF as well, this is ON by default.
Sky Stream user. Former Sky+ HD and Sky Broadband customer
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NOT a Sky Employee
01 Feb 2024 10:49 AM
Posted by a Sky employeeThanks for inviting @Keef1969 however after reading the post's, it sounds like this is something our Glass Escalation team would need to investigate. We would only ask the customer to take the same steps they already outlined on this thread.
Our Glass Escalation team are contactable by calling in and being passed to the Tier 2 team.
01 Feb 2024 11:51 AM
@MarkGoldsmith I had that turned OFF initially as thought that may have been the issue but still no joy turning on with the remote after standby. Think I'll be joining @Keef1969 with a call to Sky.
01 Feb 2024 12:34 PM
Hi @Lisa-P1987 - thanks, will do, can you give me the best number to ring please?
01 Feb 2024 12:36 PM
Posted by a Sky employeeYou can find the contact details at the end of those help article.
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