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

[Alan+Bainton]

Same issue here with puck received on Wed this week. If puck in standby for a longer period then only way to wake it is to hold the button underneath or power cycle the box.

Spoke to Sky Tech Support this morning, after some searching they found an alert for the issue which is still 'under investigation'

[SleeRoy]

Hugely disappointing. Was promised an update and callback from Alana on Monday having had this issue for over a week now. Have chased every day (she has been working each day as colleagues have confirmed she has been online) and not a single callback, nor text to even apologise. 4 Pucks, all of which still do not work correctly. Disgusting

[BigOB]

@KevNewMedia  This topic is now 10 pages long! - In your response (msg#2) you stated it was 'Answered' so that people with this problem didn't have to trawl through all of this thread to find an answer. 

How about ammending your response to include the 'work around' I mentioned (msg#52) on page 4 of this thread so that at least people can get some use out of the puck without resorting to unplugging/pressing the lower power button which could be problematic for some.

In my case (and I assume this would work for others) I can still control the TV/AVC volumes after completing the bluetooth setup for the units succesfully, and then remove the bluetooth from the remote by pressing 4 & 6 together for 3 seconds.

I also contacted Sky support on Monday to query how they were getting on with this problem; but the agent I spoke to nor any of his team members had heard of this problem! - He then had a chat within  house and advised me that he had sent an email to Sky Glass Technical about the problem, and that I could expect a response either later that day or on Tuesday - Still waiting!!!!

This problem is affecting quite a few people now looking at the numbers on this thread, and some response from Sky on what is happening/resolution etc is required as a matter of urgency.

[KevNewMedia]

Hi @BigOB 

Thank you for the suggestion, I've updated the post.

For everyone, I will update the thread when I have more information to share. I cannot give you an ETA, and I'm sorry for that.  In terms of my colleagues in the contact centre, they should now be aware of the problem.

[SleeRoy]

Hi @KevNewMedia ,

As much as I appreciate your position, someone must own this problem and will be charged with a lead time to fix it. To say no ETA really isn't ok. Things going to end up costing Sky dearly if communication isn't on point. Lots of long term customers on this thread who will leave if this isn't resolved in a timely manner. 

[Keef1969]

There must at least be a plan.  "Yes, we've tested this and yes, we can recreate the problem.  We're working with blah blah and this is the way forward" kind of thing.

[MarkGoldsmith]

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@SleeRoy wrote:

Hi @KevNewMedia ,

As much as I appreciate your position, someone must own this problem and will be charged with a lead time to fix it. To say no ETA really isn't ok. Things going to end up costing Sky dearly if communication isn't on point. Lots of long term customers on this thread who will leave if this isn't resolved in a timely manner. 

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@SleeRoy in complex situations like this it's difficult for a company to provide an ETA for fixing the issue, as they first need to be sure of the root cause. It's quite possible the cause of the problem is still being investigated and obviously Sky need to be sure of the cause before they have come up with a fix or remediation plan. 

im sure once Sky have identified a suitable remediation to the issue they will be able to provide an update on how and when this will be fixed.

[Jporch316]

to add to @MarkGoldsmith points please bear in mind that this is not affecting all pucks only a very small proportion that have been issued in the last few weeks. This makes it a lot more difficult to find and issue a fix 

[B19BOL]

'Small Number'? If this thread is anything to go by then maybe larger than you think.
Surely it makes it easier............ find out what changed in the last couple of weeks and there is your issue. In exactly the same way is we roll back changes to servers when they stop working after updates 🙂 

[B19BOL]

Still Sky charge us for the 'Activation' though. Still they intend on increasing the monthly cost next month. I am on a 30 day rolling contract. It may not be rolling for long.

[WC1989]

Activation charge? Mine was free! Maybe it's because you went for rolling 

[SleeRoy]

I appreciate that Mark. However; anyone who works on projects (which this will now be to manage and resolve) knows that you don't have 'open ended' timelines. 

At a minimum there should be a commitment to an update schedule. We are all paying full price for hardware and services that are not working as described. I'm already almost a fortnight into this and no closer to a fix. 

[B19BOL]

Free for the first one yeah, then full price is £39.95 for additional ( mine was £19.95 & £39.95 as I have 3)

[jonjenk]

Remote not switching puck on , remote works fine if puck manually switched on......

[Joanne99]

TV turns on ok with remote but when pressing the button once to activate Sky nothing happens.

i am continuously having to switch on and off at the wall to get Sky working each time