Faulty remote control

[Frankie24]

My remote control not working properly. 

[ick+donna+hall]

Sky streaming TV controller has stopped functioning after sky advisor advised pressing 7 & 9 at same time to update controller. Also said to press 1 & 3 together if 7 & 9 didn't work.

Please advise

[MarkS2]

If the remote lights up when you lift it, try pressing 4 & 6 together, this will reset the remote and activate the infrared part of it.  Reboot the puck then then try to talk to it, this will bring up the prompt at the top of the screen to press 1 & 3 together on the remote to re-pair it with the puck. 

If the remote doesn't light up then change the batteries.  If it still doesn't light up then remove the batteries and leave it overnight then try the above process again. 

This worked for me but no guarantees as it seems there's a bit of variation between boxes and remotes. 

[B19BOL]

I have exactly the same issue withe the 3 I have. So annoying.  

[Keef1969]

@KevNewMedia - any update from Sky?  It seems a little worrying that the people who are calling in to report this are talking to people who know nothing of this problem yet it appears to be pretty widespread.

Thanks.

[NickB1]

My puck still won't turn on with my Sky remote however when I choose the Sky icon on my TV (my TV has a Sky icon rather than choosing an input) the puck turns on and I'm free to navigate with the Sky remote. I have a Samsung QLED Q70 should anyone have a Samsung and needs a workaround. 

[Robv71]

On received the puck two days ago. 

Turn it on and the power button turns it on and off standby without issue.

However the next morning the power button does nothing. Only way to fix is turn the power off and on again.

Tried disabling the overnight sleep option but hit same problem next morning. Any only fix is to cut the power to the puck and then power it back on. 

[Jonny72]

Power button on the remote will not turn steaming puck on have to unplug puck them plug back in

[Bottos01]

Had my puck 3 days. Already had one new remote, and now the issue described here. So frustrating! Call to Sky coming on I think.

[B19BOL]

Called Sky today as I have the same issue all all 3 pucks that I have had for 2 days.
Long story short, after saying I had completed all the diagnostics I couls including reset both the remote and the puck itself, he went off, came back and advised that the issue was being passed on the 'the business unit' to loom into as they think this is now a 'known issue' ..... well it is now I told you about it yeah. They were also mad aware of the many on here having the same issue.
Stupid request of the day goes to the sky guy who said ' have you tried rebooting the router, as it is a streaming device' I did point out that both myself and my wife were working from home so I was not going to do that, and that in any case, the request was like asking me to turn the vacuum on and off because the oven is not working. 🙂 of course I did add the obligatory (but true) ' I am an IT consultant, so I am not stupid'

[WC1989]

Received my puck on Wednesday the 7th, exact same issue. The remote can still turn my LG OLED tv on/off, control the volume, mute function etc. but if left off for several minutes, refuses to turn the puck back on. The only way to get the puck back on is to press the button on the underside of it, like what many others have mentioned already. Very annoying, hopefully it's just a software issue that an update can resolve! Very poor R&D from Sky. 

[highr]

Just chiming in to say that I'm having the same issue as others. Pressing Home or Power on the remote does not turn on the puck. I have to press the power button on the puck to wake it from standby.

[alext]

I also have this exact same issue on 3 pucks delivered on 6th (3 days ago). Sky call centre had me hard reset the pucks and remotes, did all that, same issue again. They said it was my broadband that was probably at fault, to which I pointed out it's provided by them (500mbps FTTP with one puck 2 metres from it with direct line of sight. They said they couldn't check my BB when I asked as it was FTTP so didn't have access, but reiterated that it "must be the BB" (that is causing a IR and Bluetooth remote to not work). I'm sending it back I think. Doesn't bode well that they can't properly support their newest product. Really noticed a significant drop in customer service levels since I last needed to speak to them. Shame but they have got very expensive and unwilling to do deals to retain customers. Plenty of other options out there these days though. 

[PSC133]

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@alext wrote:

I also have this exact same issue on 3 pucks delivered on 6th (3 days ago). Sky call centre had me hard reset the pucks and remotes, did all that, same issue again. They said it was my broadband that was probably at fault, to which I pointed out it's provided by them (500mbps FTTP with one puck 2 metres from it with direct line of sight. They said they couldn't check my BB when I asked as it was FTTP so didn't have access, but reiterated that it "must be the BB" (that is causing a IR and Bluetooth remote to not work). I'm sending it back I think. Doesn't bode well that they can't properly support their newest product. Really noticed a significant drop in customer service levels since I last needed to speak to them. Shame but they have got very expensive and unwilling to do deals to retain customers. Plenty of other options out there these days though. 

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Yet another classic example of the inadequacies of level one support.  Surely it must be possible for staff to be informed about ongoing issues?  Either that or they should be allocated a short period at the beginning of every shift to glance through the latest posts on these forums which would keep them up to date with current problems and hopefully prevent them spouting such nonsense!

[Keef1969]

I've worked in Network Operations for 25 years, it's not hard.  Nor is updating your customers with what is going on.  Both are simple failings of most helpdesks, however.  Sky has this community to update us, yet for around a week we've heard nothing.  Sky would do well to remember these are new customers still in their cooling-off period and any of them can just cancel.