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

[Bob025]

requested 3 pucks. The first I opened had this problem I.e. the  remote was unable to switch on the puck. Sky replaced the complete package but the replacement had the same problem, as did the other two units.
In every other way the pucks & remotes operate correctly. Unfortunately not being able to switch on the puck via the remote is a disaster for the users. .Part of the attraction of this system is the puck's small size and the ability to hide it away out of sight. Having to manually switch on the puck takesthat facility away.

It is difficult to understand why Sky continues to issue these faulty units. It is also difficult to understand why both the manufacturers & Sky's Qualty Control engineers did not pick up on this fault.  I have about 3 weeks to decide whether to go back to my Sky Q equipment  or continue with the pucks. 
I would recommend that when exchanging items it's best to exchange the complete thing as there is no way to know where the fault lies. It could be the remote, the puck, or the  firmware. 

[Technick01]

I recieved my replacement remote earlier today. After a few tests coming out of standby after an hour+ each time, it is working. The new unit is controlling TV volume and mute much more reliably as well, without the remote becoming unresponsive for a short time.

This indicates the remote is the problem and I am lucky to get one from another batch, I guess.

[Kempston]

@Technick01 Can you confirm the remote wakes the puck using IR or Bluetooth? Put your hand over the end then see if it still brings the puck out of standby after 5+ minutes. 

[Technick01]

It appears to be IR as the puck did not respond when the front of the remote was covered. After it was on, doing the same, the puck responded so presume it switches to BT once on.

[Kempston]

Yup, that's exactly what mine does. Wakes the puck, but only via IR.

[Kempston]

But just to add as stupidly, you don't appear to be able to edit posts here.

It didn't work on the original puck I had, suggesting it's not the remote as I'm using the same remote now as I was then. So it suggests it's not the remote, or at least in my case.

[Laing1]

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@Kempston wrote:

But just to add as stupidly, you don't appear to be able to edit posts here.

It didn't work on the original puck I had, suggesting it's not the remote as I'm using the same remote now as I was then. So it suggests it's not the remote, or at least in my case.

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@Kempston for some reason Sky decided you need to be level 3 to be able to edit your posts 

[Nicholas65]

Received my sky puck on Friday and having issues with remote control and sky puck won't turn on after its been on standby for length of time .Spoke to sky advisor and he told me sky is aware of the issue and they are looking into it.Told me to turn on puck by pressing bottom button on puck.Seems I an not only person with this issue and hopefully it will be resolved soon and sky should be letting customers known their is an issue via website etc.

[GD1]

@Nicholas65  I have merged your post to this existing thread that is discussing the same issue, a new thread isn't required.

[PSC133]

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@Laing1 wrote:

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@Kempston wrote:

But just to add as stupidly, you don't appear to be able to edit posts here.

It didn't work on the original puck I had, suggesting it's not the remote as I'm using the same remote now as I was then. So it suggests it's not the remote, or at least in my case.

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@Kempston for some reason Sky decided you need to be level 3 to be able to edit your posts 

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I have no idea why that should be.  The upside is that it occasionally produces some hilarious typos!

[CBre1]

🤣🤣took me a few minutes of trying to then realise I couldn't edit posts last night. Spotted loads of typos after posting!

The good news is my new remote arrived today which works 100% better! So I've programmed my sofabaton universal remote with all the IR commands and can just use one of the IR repeaters from the hub to control the Sky Stream that's hidden in the cabinet without using Bluetooth now. Lost the voice command side of it obviously though. But it's working well now.

Hope sky come up with a fix for the Bluetooth problem quickly.

[Ian131]

I am having the same problem with a puck that was delivered last week.  Works when powere is disconnected and connected again but when switched off after a few minutes it will not switch on again without disconnecting power and connecting again.  Have 3 other pucks with no problems

[highr]

For any Sky staff reading this - is there a clear understanding of impacted serial numbers / batch or are you relying on affected customers contacting Sky?

[highr]

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@StephBlair91 wrote:

hi iv just recieved my sky stream puck and the remote isn't pairing ? I'm not getting any lights and iv done all the instructions like press 1&3 resetting the box then pressing 7&9 , 4&6 then 1&3 again, also made sure the paper was pulled up properly and inserted new batteries and I'm not even getting any lights at all on the remote

any help would be great and also when I first set it up it doesn't ask me about pairing a remote just asks about connecting to wifi

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I had the exact same problem so contacted Sky and they sent me another remote.

In the meantime, I managed to (at least temporarily) fix the dodgy one by doing some "twisting" and "bending" of the remote (carefully, without using too much force), which got it working for a little bit.

[GaryWarne]

Sky stream won't power up with remote