Sky puck(s) won't wake up with the remote

[NickB1]

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. 

[MarkGoldsmith]

@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.

[Keef1969]

@NickB1 - I'm not giving up on a fix just yet but please let me know if anything changes or you find a fix.

[NickB1]

I'll give it a go and feedback. 

[Keef1969]

@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

[Keef1969]

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.

[Jporch316]

@Keef1969 

I can escalate your post to the sky online community support team if you d like ...

[Keef1969]

Hi @Jporch316 - that would be great please!  Thanks.

[Jporch316]

@Keef1969 

Inhave escalated your post please look out for a chat bubble icon to initiate the support ....

[NickB1]

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. 

[MarkGoldsmith]

@NickB1 may be worth trying turning overnight powersaving to OFF as well, this is ON by default.

[Lisa-P1987]

Thanks 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. 

[NickB1]

@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. 

[Keef1969]

Hi @Lisa-P1987  - thanks, will do, can you give me the best number to ring please?

[Lisa-P1987]

You can find the contact details at the end of those help article. 

https://www.sky.com/help/articles/power-issue-help-sky-glass-sky-stream-puck?irct=help-service-check...