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

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This message was authored by Alan+Bainton This message was authored by: Alan+Bainton

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

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
Topic Author
This message was authored by SleeRoy This message was authored by: SleeRoy

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

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

This message was authored by BigOB This message was authored by: BigOB

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

@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.

This message was authored by KevNewMedia This message was authored by: KevNewMedia

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

Posted by a Sky employee

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.

Thanks
Kev
Community Manager
SleeRoy
Topic Author
This message was authored by SleeRoy This message was authored by: SleeRoy

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

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. 

This message was authored by Keef1969 This message was authored by: Keef1969

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

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.

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

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

Posted by a Superuser, not a Sky employee. Find out more

@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. 


@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.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
Please LIKE any responses you found helpful
Please mark a response as an ANSWER if it has solved your query/issue


NOT a Sky Employee

This message was authored by Jporch316 This message was authored by: Jporch316

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

Posted by a Superuser, not a Sky employee. Find out more

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 

——————————————————————————
43inch and 55 inch Sky Glass & 3 Pucks on virgin media M350 hub 5x. Gibson les paul tribute. Gibson les paul junior. Fender telecaster. Epiphone billie joe .. rock on
This message was authored by B19BOL This message was authored by: B19BOL

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

'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 🙂 

This message was authored by B19BOL This message was authored by: B19BOL

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

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.

This message was authored by WC1989 This message was authored by: WC1989

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

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

SleeRoy
Topic Author
This message was authored by SleeRoy This message was authored by: SleeRoy

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

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. 

This message was authored by B19BOL This message was authored by: B19BOL

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

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

This message was authored by jonjenk This message was authored by: jonjenk

The remote does nit switch puck on, however the remote works ok if manualky switched on

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

This message was authored by Joanne99 This message was authored by: Joanne99

Trouble turning Sky on with remote. it turns the TV on but then comes up with a no signal message.

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 

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