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

[Ian131]

I have tried switching the remote for the 04 to the 06 and it does not work other than on IR which does not give voice and needs direct line so unlikely to work as any old one likely to be same as 04

[Spud132]

I'm not sure that it's an issue with the remote to be honest.

I got my oriognal puck in December 2023 however it developed a HDCP error a few weeks ago, there were no issues with the remote and it switched the TV on via Bluetooth etc.

Sky replaced my faulty puck with a new puck a couple of weeks ago and I paired the remote from the original puck and now have the issue whereby it won't power on via Bluetooth (although will power on via IR and allow voice commands etc once switched on).

[SleeRoy]

I think it's a puck and remote firmware issue, hold tight I do think they're close to a fix 

[Mike211]

All 4 are LC103-ant

[Mike211]

I think it is a puck issue as my IP06 doesn't sleep with network on even though it is selected in settings. My IP04 are always connected.

[Daniel-F]

Hi all,

Can I ask that users reframe from putting out infromation specific to your Sky account like serial or hardware numbers & personal details. 

In this instance, the issue has already been identified and teams continue to work to resolve, if we require anything else we will reach out and advise. 

Thanks,

[Kempston]

@Spud132 wrote "Sky replaced my faulty puck with a new puck a couple of weeks ago and I paired the remote from the original puck and now have the issue whereby it won't power on via Bluetooth (although will power on via IR and allow voice commands etc once switched on).

That is exactly the same situation as myself following my original puck being replaced. Unlike most people in this thread, I can power on the puck with IR without having to unpair Bluetooth, so voice commands still work but I need direct line of sight to bring out of standby.

I've not tried the remote that came with the replacement puck as I'm a little concerned I won't be able to get my current working scenario back should it not function.

[highr]

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@Kempston wrote:

That is exactly the same situation as myself following my original puck being replaced. Unlike most people in this thread, I can power on the puck with IR without having to unpair Bluetooth, so voice commands still work but I need direct line of sight to bring out of standby.

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How do you do that without disabling Bluetooth? I tried aiming the remote directly at the box and it does nothing.

[Fothergill1]

@highr  When you put your remote into IR mode by pressing and holding the 4 & 6 buttons for 3 seconds it automatically unpairs the bluetooth.  I'm not sure how @Kempston has achieved his/her success but well done 👍

[Kempston]

It's worth noting that IR is still active when paired via Bluetooth, it doesn't simply turn off. Otherwise the remote wouldn't change the volume of a TV for example.

For me it simply worked on my second puck. I paired my original remote with it, and it worked fine with Bluetooth. I then put the device into standby and waited for ten minutes before then seeing it wouldn't wake with Bluetooth but would work when directly pointed at the puck.

[highr]

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@Kempston wrote:

It's worth noting that IR is still active when paired via Bluetooth, it doesn't simply turn off. Otherwise the remote wouldn't change the volume of a TV for example.

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Yeah but I think the IR LED only gets activated when you use the TV functions (like long press of power button, mute and volume adjust).

[Kempston]

I can only assume that isn't the case because IR changes the volume of my TV, powers the TV on/off with a long power button press and powers on the puck from standby providing I'm pointing directly at the puck. Powering the puck off works with Bluetooth as expected.

[G+Champion]

Either way, and whatever the nuances of the remotes are  we need the BT part sorting and soon. Im still in the 14 day honeymoon period and to be quiet frank, if its not sorted ill either revert back to Sky Q at Skys cost, or leave Sky and go to BT or EE TV.

Its not like BT remotes are anything new. So lets hope a fix is issued very soon. Please. 

[KevNewMedia]

Hi Everyone

We have good news to share!

Can I firstly, thank you all for being so patient whilst we worked through resolving this problem.

We've identified the problem as being linked to some remote controls not updating themselves to the expected firmware version.  In order for your remote control to pick up the update, you can follow these steps:

• Pair your remote control to your puck (by pressing 1 and 3 for 5 seconds).
• Once you've seen that the pairing has been successful, switch the puck off at the wall socket.
• Plug the puck back in and leave it switched on for a minimum 15 minutes.
• Switch the puck off at the wall socket for a second time.
• Power the puck back on and continue to use the service, allowing the puck to go into standby as usual overnight.

If you could let us know tomorrow how things have gone, that'd be very much appreciated!

[Kempston]

Thanks. Will try tonight. Although mine sort of works, I'd like the puck behind the TV out of sight, so full Bluetooth functionality would be good.