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

[Jporch316]

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@Keef1969 wrote:

@Jporch316 - FWIW - I also tried pairing my puck with an old Sky Q remote - the same issue was still there.

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That's odd as I thought the q remotes paired with IR and not Bluetooth 

[Jporch316]

@Keef1969 

Didnyou also remove the Bluetooth connection with the stream remote or leave this in place ?

might be worth removing the stream remote then pairing the q remote 

[Keef1969]

@Jporch316  - good point.  Let me try that.

[Keef1969]

Same, Sky Q remote definitely connected via Bluetooth (*with 1 + 3) - I was able to use speech control.

[Jporch316]

Ah ok 

seems to be when any remote is connected via Bluetooth there's an issue. Connecting via infa red and the issue disappears.... although you lose the voice search functionality 

[SleeRoy]

@Jporch316 Tried that, same issue

[BigOB]

Sorry, have been out today and missed some of these replys/questions, but it seems other forum members have been helping/inputting guidance  🙂

I can confirm that after not trying for 4 hours (can assume that puck had gone to sleep mode) that it does come 'alive' and everything works fine apart from the bluetooth problem - over to Sky to find an answer for this problem as mentioned.

Looking at system details from both pucks everything appears the same - remote firmware details now not showing as IR only now, but they were the same I'm sure when I did check earlier.

Hopefully they will have an answer soon.

[SleeRoy]

@BigOB Thanks mate, really useful. 

[ASCNight]

@KevNewMedia Thank you for the answer and stating that the issue is being looked into; is there an update and likely time for resolution please. Like other users here I have a January batch of three pucks (received 1 Feb) that do not switch on with the remotes. Would be useful to know what the plan is to resolve before the 14 day cooling off period runs out.

[Keef1969]

@ASCNight I belive the cooling off period for TV products is actually 31 days.

https://www.sky.com/help/articles/cancel-sky-tv#:~:text=If%20you're%20in%20the%20ROI%2C%20the%20cool...

[Rewster]

Hey all, 

SO glad i found this post, just setup sky stream yesterday and in the same boat...... 

All 3 TV's are samsung so i was panicking at first, thinking it was an issue with them..... 

[Jporch316]

@Rewster 

Stick with it hopefully get an update next week ......

[401JEL]

Like everyone else, we've just bought into Sky Stream Puck and are having the exact same issue.

unable to 'wake' the puck up from sleep mode by using the remote. This is not helpful as it was purchased for my elderly mother who has limited mobility. So to have to go to the puck and wake it by pressing the button under it is quite frankly unacceptable!

I had read somewhere else that it was a Sky decision to do things this way as an energy saving exercise. Well that's fine but give your customers the option to opt out and decide whether to use more electricity please.

Every other devise in our house can be switched on/off using a remote.

I look forward to monitoring the progress of the Sky team regarding this issue and hopefully it's not a Mr Bates v's The Post Office scenario!

[Jporch316]

@401JEL 

No it's an issue for new pucks received in the last few weeks .... sky are investigating 

my 2 year old pucks turn on when I hit the power button 

[MarkGoldsmith]

@401JEL You are confusing to separate things. The remote issue where the pucks aren't turning in is indeed an issue that Sky are investigating the cause of. From the posts in this forum it seems to only be affecting people who have recently been sent pucks (so could very likely be a recent manufacturing defect in a batch of them).

The power saving thing is completely different, that is when the puck will turn itself off after a period of inactive use, which is completely separate to the remotes essentially not being able to turn the puck on from standby.