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

[MarkS2]

I got three pucks last week and none of them set up properly using the supplied remote, getting stuck at the "You're now connected" screen.  This seems to be due to no infrared coming from the puck remote in set up mode. 

Following some advice here (thanks!), I set up a Logitech universal remote as "Sky DVR" and this was able to get past this screen.  Did the set up and paired the remote and all working but, as with others in this thread, the pucks stop responding to the bluetooth remote about 5 mins after switch off and only turn on again using the switch underneath.

So for my pucks there are two problems - no Sky protocol infrared during set up (the remote sends TV commands such as vol and mute but not Sky ones such as select or arrow commands according to my tester) and no bluetooth response to turn on the puck.

This needs resolving asap.

Spoke to Sky support who were helpful and didn't do the turn it off and on script routine - he was technically knowledgable.  He sent me some new remotes but I suspect this won't fix it.  He said they would replace the pucks if there is no resolution.  I'd expect nothing else but I hope they test this before wasting my time with more faulty hardware

[Jporch316]

@MarkS2 

  Known issue with all new pucks delivered this past month .....

sky are investigating 

[MarkGoldsmith]

I'd imagine it won't be a quick fix, particular if its faulty hardware or a defect in the manufacturing process as they would need to identify the cause, rectify it and also identiy the faulty batches that were dispatched out to customers so they can be replaced.

[MarkS2]

@KevNewMedia Hi - any update on this?  I've called customer support and they don't seem to be aware of a general problem, although it seems quite widespread judging from this thread.  Following some research, it looks like the puck goes into a deep sleep 5 minutes after it's turned off and doesn't respond to anything other than the physical switch on the underside.  I'm happy to talk to tech support directly and talk them through the fault if it would help speed things up.

[Whitsend1955]

I had a return call from support this afternoon in which they asked further questions about broadband speed, how many connections i had on my network, position of the router, boosters etc in relation to the pucks. I pointed out this was nothing to do with the problem of the remote not turning the puck back on after it goes into standby.

They then asked if it was just 1 puck or both pucks i received last week so i told them again it was both pucks. They put me on hold but the call got dropped so i had a text to say they would call me back, still waiting. 

As to Sky support not  being aware about this it is probably due to the disjointed way Sky support works and the fact it only goes on the individual sky accounts and they don't seem able to join the dots or have any means of flagging up from a range of  accounts it is a larger problem.

[SleeRoy]

I was due an update today. Haven't received it. I too had the same 'it's your connection' mentioned - to which I reminded them that I have a 1.6 gigabit setup and every other device works fine. 
It really is a complete shambles - I sense this is going to be an uphill struggle. I'm just glad I flagged it in the first place!!!!

[Newtosky3]

Hello I've recently got sky stream I have set up 4 of them around the house, when I turn the puck off if that tv hasn't been used in a few hours the remote won't turn the puck on it will still turn the tv on and off if I hold the button in but I will have to turn on the puck with button on the box before the remote will work again once I turned it on the remote will then work fine turning it off and on and selecting shows but if it's off for a while it will stop working again, all 4 are doing the same is there something I'm missing as I don't want to have to turn it on at the box everytime 

[Spud132]

I phoned yesterday and was put through to technical support. The guy I spoke with said they were aware of the fault and it was being looked at but couldn't provide any timescales for it being fixed.

[SleeRoy]

That really isn't acceptable. This open-ended nonsense (I have another issue with EE and getting the same kind of approach) just won't wash. 

[Keef1969]

@SleeRoy I agree 100%.  Without Bluetooth there is no voice search, the 'manual' search is clunky.  I'm going to give it a go like this for a week and if I'm not happy and there is no update I'm going to cancel.  I've already swapped out my LNB so Freesat now works and everything else I need I can get on Now using Apple TV (now there is a reliable TV streamer).

[Zippy3]

@MarkGoldsmith sadly that has made no difference. The puck is@4m from the WiFi box, don't know whether that's too far. 

Still switches off with the TV on the remote but won't come back on with the TV. Have to flip it over and press the button.

Remote is a bit fickle as well.

[Patch95]

Did you ever get to the bottom of this? Same thing is happening to me.

[Patch95]

@MarkGoldsmith Thank you for that. The exact same thing is happening to me. I only got my puck yesterday and I have to disconnect the power cable and reconnect it to be able to turn it on with the remote. However it turns my TV on fine regardless.

[Jporch316]

@GD1  

can you merge this thread with the main one please 

[GD1]

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@Jporch316 wrote:

@GD1  

can you merge this thread with the main one please 

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Done