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

[CBre1]

Same problem here, received my puck yesterday, if left for a while it won't power on yet the TV does! Very annoying. Luckily on a rolling contract, cancellation seems probable! The remote wouldn't work at first either, had to twist it! 🤣🤦🏽‍♂️

[Jporch316]

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@CBre1 wrote:

Same problem here, received my puck yesterday, if left for a while it won't power on yet the TV does! Very annoying. Luckily on a rolling contract, cancellation seems probable! The remote wouldn't work at first either, had to twist it! 🤣🤦🏽‍♂️

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There s a couple of temp fixes if you read the "answer" and once this issue was discovered a week ago sky are working on a fix .... made slightly more difficult by the fact it only seems to affect new pucks delivered in the last few weeks .....

[Spud132]

@Kempston Mine is the same as this, switching on works via IR (after I removed it from the TV unit) and voice search etc all works fine once the stream box and TV are on

I've reset and re-paired it so many times I don't know what I've done to get it to do this.

[Spud132]

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@Kempston wrote:

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.

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@Kempston Mine is the same as this, switching on works via IR (after I removed it from the TV unit) and voice search etc all works fine once the stream box and TV are on

I've reset and re-paired it so many times I don't know what I've done to get it to do this.

[G+Champion]

I have three of these delivered Friday. Two with dodgy remotes that don't light up and all three that cannot be brought out of sleewp by the remote via BT at all.

If I ping the devices I see that after 7-8 minutes the device stops responding and times out, as expected.

What I then did was to use a wakeoncommand utility via an IMAC and target a call to the IP and MAC of the Sky Stream device. Guess what, it woke up and turned on, and CEC turned on the TV too.

Now I know this I can automate via NodeRed and Home Assistant to get round the issue of Blue Tooth (BT) not waking up on these devices.

I know this is of no use to most people, however with automation it is as I can now turn on the TV and the puck via it.

[Bob025]

5 days ago I received 3 pucks to replace my SkyQ . First box opened was faulty - the remote would not start up the puck. After a phone call to Sky it was replaced the next day. Unfortunately the replacement puck and the other 2 pucks all have the same problem. Once the puck goes into standby the remote will not restart the puck. I called Sky numerous times, I was given new settings, I was told my TVs are too old (one is only 2 months old) and was assured I would not be given any more replacements!

Finally one agent admitted that this is a known issue and Sky is working on a fix but doesn't know when it will happen.

All very disappointing stuff from Sky, obviously 3 agents don't know about this problem, or didn't want to break the bad news to me. What is more disappointing is that Sky appears to be sending out equipment that they know to be faulty. 

[CBre1]

It's a bit frustrating, after trying a few streaming sticks and never being happy I decided to return to sky thinking all would be good. Picture is great sound good, but the remote didn't work out of the box. Had a few glitches with the interface so far, although Itnfoes look good. It doesn't turn on from standby after a while and I find it strange that it only has a 100 Mbps ehternet port, yet I can get just under 500 Mbps connected via WiFi with it. Seems odd but I guess most people will use WiFi anyway and 100 Mbps is still more the it needs.

Ill give it a few weeks and see if things improve. It's a great concept but I'm a bit disappointed at the moment.

[Kempston]

Looking at the post above, I didn't realise the puck's ethernet port is 10/100 rather than one gigabit. Can someone else confirm that as it would be highly unusual for any new device, especially one such as this. But it might explain why I get an occasional pause when watching 4k content despite having a 1gb FTTP connection.

But even if that is so, 100mb should be more than enough for any 4k content.

[BigOB]

I can confirm the ethernet port is only 100mb, but have changed over to WiFi and get around 460mb using the Netflix speed checker 👍🏻

[Kempston]

Cheers. Being old school (worked in IT since the mid 90s) I use ethernet whenever possible. But I'll change this over to WiFi.

I don't suppose it supports 6E do you know?

[BigOB]

Unfortunately not, only up to 5 Ghz 😏

[mollygirl]

Hi, just to say I have exactly the same problem. Stream received Friday 9th, everything working apart from waking up Puck. Joined this thread to hopefully find the definitive answer 

[Keef1969]

I'm not surprised.  It's not a premium product, the interface is pretty sluggish, look how long it takes to open Netflix or iPlayer.  It only carries one stream, a 4k stream is on average about 25Mbps, maybe jumping higher for a live event so why does it need more than 100Mbps?  A 1Gbps NIC vs a 100Mbps NIC is probably at least double or triple the cost so why would they bother with that extra expense?  By the time 8k comes around it will probably be upgraded to something better.

[Graeme_17]

When I switch off my puck for a few hours I have to manually switch it back on using the button on the underside. Quite frustrating as it's in the cupboard along with other tech. Once it's on I have no problems with the remote as others have had. 

[Kempston]

Far be it for me to defend a Sky product after the issues in this thread, but I find the speed of the interface to be decent myself, almost as fast as Sky Q and in some cases faster.

In terms of the speed streaming services like iPlayer and Netflix open, I suspect that's more to do with those services than the puck. It doesn't matter how good hardware is, there will always be latency introduced by the applications that run on it.