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

[EranuUvavu]

this is a very common scenario of using the remote to switch back on the puck.   

you would have thought that they would want to test that....

[Jporch316]

Guys just to point out that this is an issue that seems to be only affecting new units received in the last 3 weeks or so. As a general rule in the last 2 and a bit years this has not been an issue. 

[Kempston]

@Jporch316 

The concern is if this is a hardware issue, and not something that can be resolved with a firmware update. Will Sky commit to replacing units if it turns out to be a bad batch of hardware or will they even officially accept it's a problem?

[Jporch316]

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@Kempston wrote:

@Jporch316 

The concern is if this is a hardware issue, and not something that can be resolved with a firmware update. Will Sky commit to replacing units if it turns out to be a bad batch of hardware or will they even officially accept it's a problem?

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I can only give an example of about 10 months ago where there was a bad batch of remotes that didn't work when delivered. Sky replaced them all. Fingers crossed an update will fix the issue. 

[Kempston]

Can I suggest people check again regarding the claims that IR doesn't work to turn on the pucks when paired via Bluetooth. There must be something that is causing mine to work under these circumstances, I've checked again and my paired remote absolutely is turning on my puck via IR where it isn't via bluetooth.

Reset your puck. Reset your remote. Set everything up again and pair the two devices. Put the puck into standby and after ten minutes check if pointing the control directly at the puck and IR wakes it up. It can't just be me.

[Kempston]

I've just checked and the serial number on the replacement puck I received today is a fair bit under the one I received last week that I returned. I wonder if that might be why it's working, albeit only via IR. There is a difference of over 10,000 between the two numbers.

I'm not sure how many of these are made and sent out per week.

[Jones_The_Cat]

It's clearly another issue due to the mass produced nature of Sky Stream. They make thousands of these things and the remotes. Quality control is going to suffer at these kind of numbers. 

The remotes have been flaky since day 1. I had three over the course of my year with Sky Stream. One died for no reason but was resurrected with the twisting method. Then died again. Another had intermittent periods of extreme fatigue where it would respond to a button press after about 3 seconds. Then died. The third started off fine but then seemed to get sluggish whilst it was receiving a firmware update via Bluetooth from the puck. It eventually settled down then started saying the batteries needed replacing constantly, even though they were brand new. Then it died too. 

Then I gave up on Sky Stream. Cancelled the contract and sold my (customer owned) puck on eBay. Surprisingly people actually want to buy them. 

[MarkGoldsmith]

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@Kempston wrote:

@Jporch316 

The concern is if this is a hardware issue, and not something that can be resolved with a firmware update. Will Sky commit to replacing units if it turns out to be a bad batch of hardware or will they even officially accept it's a problem?

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All the Stream pucks are loaned to customers with a lifetime warranty ( obviously whilst you are a subscriber) so if the investigation points to faulty hardware, and Sky are able to fix the issue they certainly would be replacing the faulty pucks under the warranty.

[Keef1969]

@Kempston I just did as you suggested and it 100% did NOT work.  It's as before, with Bluetooth on and paired it will NOT wake up my puck via IR - it was mm away from the IR receiver.  Unpair and then run on IR only and it works.

[Kempston]

@Keef1969 that is odd. It's possible IR waking pucks on some devices and not others might be more a revision thing rather than a fault. 

[ZoeGP]

We have just joined the Sky Stream service and have 2 puks. There seems to be a problem with them as neither of them hold their connection to power, and seem unable to remain on standby. We have to disconnect power to reboot them every day, surely this isn't right? Thanks for any help or advice you can give. 

[Jporch316]

@GD1 

sorry ... can you merge this with the main thread please 🙏 

[GD1]

@Jporch316  Done

[Zippy3]

This is getting VERY annoying.

As mentioned above I set up the remote into IR mode. Seemed to work, puck turn on and off but with the limitations of no volume or voice control. 

Now the whole **bleep** thing has frozen. Remote dose nothing, doesn't light up, screen frozen.

If this kit is this fragile Sky can stick it somewhere dark. 

Going to have to reboot and start again, AGAIN.

[KATHREEVE]

Sky puck not working in kitchen or the remote. Tried the numbers to reset etc and twisting the controller. Won't do anything