Sky stream puck remote not working

[B19BOL]

This might sound daft but I do wonder, of those that say they have done this and that the firmware is updated but it still is not working......

Are you doing a quick press of the remote power on button? I made this mistake, thinking that it was not responding, before realising that what you need to do is what I would call a determined press, maybe hold for a second or less, then give it a half a second and it will spring to life.

Its similar when powering off, a quick press will turn the puck off but not the TV, a 1-2 second hold will do both.

Just a though.

[Mr+P+of+Croydon]

Thanks, I'll try that over lunch.

[Kelsingra · Accepted solution]

Hi all,

I am locking this thread as now we have a solution for the 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:

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

If the troubleshooting steps did not solve the BT remote control issue, please let us know on the new thread here:

https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-Bluetooth-won-t-turn-on-my-pucks/m-p/4563437#U456...

It might be a different problem and we need further investigation for these cases.


Thank you all for letting us know about this bug and helping us to find a resolution for it. 🙂

Thanks,