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

[SleeRoy]

@Chrisee - new one arrived today. Same issue. Pulling my hair out now. 

[Zippy3]

Set up new sky stream puck on the evening, all was fine, loved it.

Next day switched on TV but puck remained dead and remote was not responding. Had to reset to get it working. Then again the next time, same again.

Don't want to have to reset everything I want to watch tv

[MarkGoldsmith]

@Zippy3 Go into the settings -> Startup and Standby and set Networked Standby Mode to ON and Overnight powersaving mode to OFF.

That should help

[EranuUvavu]

I have the same issue.   I got my sky stream puck one day ago.   I noticed I can't turn it on from the remote if the puck hasn't been used for a couple of hours.      The remote works fine but can not bring the puck out of standby.    I have to manually press the underside button to start up pick. 

[SleeRoy]

This is seemingly becoming widespread. I have a callback today on this and will update. Do you find when it's working you have lip sync issue too? This is bitterly disappointing. 

[EranuUvavu]

That is disappointing news.   I haven't noticed lip sync issues but I have a freeview pvr so still using that for majority of live tv 

[Keef1969]

Disappointing is an understatement.  I got Sky Stream because Sky Q is unreliable.  I've had to buy a device to turn my main Sky Q box off remotely because the mini boxes have constant issues connecting.  I thought this might be the answer.  Sky has one chance to fix this, I'm going to ring them later and if they don't do something (i.e. send me new pucks that actually work) I'm going invoke my cooling-off period and also cancel Sky Q and just use Apple TV with Now TV as they have hardware and software that actually works!  I've been a SKY customer for more than 20 years, this might be the straw that breaks the camel's back.

[SleeRoy]

Pretty much the same here. 18 year customer and I moved from Q as my main box kept dying on me. Had 4 in the last year. When Sky works, I love it, but year on year increases to get this? Unacceptable. Especially after outlaying for these pucks, which appear to be junk. 

[Jones_The_Cat]

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@SleeRoy wrote:

Pretty much the same here. 18 year customer and I moved from Q as my main box kept dying on me. Had 4 in the last year. When Sky works, I love it, but year on year increases to get this? Unacceptable. Especially after outlaying for these pucks, which appear to be junk. 

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I was an 18 year customer too. Sky+ HD and Sky Q worked really well for us but I switched to Stream early, back in October 2022 when it launched as we wanted rid of the dish. 

Picture quality aside, the puck & its remote that we had was just endlessly disappointing. I've listed my issues with them many times on other threads but we had 3 failed remotes in less than a year and that isn't acceptable. At least I own the puck and only paid £20 for it so it'll be going on eBay. I feel sorry for those who've paid £39.95 per puck as an 'activation fee' or whatever it's called.  

[KevNewMedia]

Hi Everyone

Thank you very much for bringing this problem to our attention.

I've made our support teams aware of the problem, and they are actively investigating. As soon as I have further information, I will let you know.

I'm going to mark this post as answered, so people don't have to read the entire thread to get any updates.

EDIT:

@BigOB has found a workaround with the following:

"Playing around, I found that if I disabled the 'Bluetooth' on the remote that the puck would fire into life, but then of course you lose the voice function etc - Also noted that holding down the power button on the remote with bluetooth active was  that the Denon AVC would switch 'off' but the puck would not fire up, so some communication must be getting through."

To reset bluetooth on the remote, you hold 4 and 6 down for 3 seconds and let go.

[Keef1969]

@KevNewMedia - with all due respect marking this as 'answered' so people don't have to read the thread is a cop-out, this is not answered, you've just told some people about it.  It's affecting more and more people and they are probably in the same boat as myself, i.e. don't want to get past their cool-off period and be lumbered with a device that doesn't work properly but it's ok because someone is looking into it.  When can we expect an update, please?

[SleeRoy]

@KevNewMedia - this post isn't answered. We need to know the extent of the issue. 

Please leave it open - this isn't good enough. 

[KevNewMedia]

Hi All

By posting that the thread is answered, this doesn't close the problem or remove any form of action from our side, whilst we work to investigate and fix the issue.  Our support teams are investigating the problem. As soon as we have an update, we will let everyone know.

If you'd like to raise a complaint about the problem, you can do this here.

[GD1]

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@Keef1969 wrote:

@KevNewMedia - with all due respect marking this as 'answered' so people don't have to read the thread is a cop-out, this is not answered, you've just told some people about it.  It's affecting more and more people and they are probably in the same boat as myself, i.e. don't want to get past their cool-off period and be lumbered with a device that doesn't work properly but it's ok because someone is looking into it.  When can we expect an update, please?

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The only way to make a post prominent in the thread is to mark it as an Answer, at present there is no other option.

To quote the post "I've made our support teams aware of the problem, and they are actively investigating. As soon as I have further information, I will let you know.

I'm going to mark this post as answered, so people don't have to read the entire thread to get any updates."

No where does it say it's resolved.

[Keef1969]

@GD1 understood, thanks.  I wasn't aware of that.