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

[Technick01]

Just to build on the numbers, I got a puck yesterday and amongst issues so far such as remote stops responding sometimes if I use a TV function such as mute or volume change for a while, I also cannot switch the puck on from standy by. This is a paid for service, which is rather disappointing so far.

[401JEL]

Long term \ short term customer base. I fall into the short term catagory (new customer) and to be quite honest at this rate the damn thing will be going back as I'm still in the 14 day cooling off period!!

Absolutely unacceptable that faulty hardware/software/firmware isn't treated as a 'major' incident! I've held off joining SKY for years and this just quantifies my decision previously. The phrase left hand and right hand springs to mind immediately.

At no point have I heard or read (if you want to be pedantic), good will gesture or compensation. I've not even been given the opportunity to have the faulty unit replaced.

Many thanks, rant over.

[VirtuallyVlad]

Received 2 pucks 2 days ago and both are the same. Neither will start by using the remotes.

[cliff53]

I was thinking of getting a sky puk and having sky again. Now it's going to be a no,no. I can pay for now tv and Netflix and save money.

Typical sky, they throw something in the mix and expect customers to find the problems, so they can then work on it.

NOT acceptable.....

[cliff53]

cop out after cop out.

Sky bring out a new  concept, then wait for the problems to raise heads.

Easier for them to then see and sort. Meanwhile customers suffer.

I was thinking of going over to sky stream, but you know what?

I will go into my Freesat box and have now tv instead. After all its the same concept, streaming...

[kea+hong]

Have the exact same issue as described in this post. New Sky Stream customer from 2 weeks ago. All 3 pucks that were received have the same issue of not being able to turn them on via remote control if left off for more than 5 mins. 

Setup was pretty buggy with the remotes and wifi etc but those were teething problems. The main problem that persists is being unable to turn the pucks on!! Which is a big problem.

Spoke to Sky customer service a few days ago and they seemed unaware of any problem but it seems to me like it must be fairly widespread. I'm happy for the time being to see what Sky come back with in terms of solving the issue whether that is getting new pucks or implementing an update. But a solution needs to be found otherwise I don't think I (like many others by the sounds of it) will be continuing with the service.

[Kempston]

Just to say again like I did earlier in the thread, my first puck delivered last week displayed the same issues as everyone else here. Namely that everything worked fine, but as soon as the box was turned off or went into standby and was left for over 5 minutes, the only method of turning it back on was to depress the button on the underside.

I called Sky, got a next day puck replacement. This one now works fine, providing working fine is powering up from standby via IR. However, unlike everyone else on this thread, I don't need to put my remote into IR only by not pairing it to the puck. It's paired to the puck and the voice search feature works fine, however it powers the puck up albeit only using the IR transmitter.

As I also mentioned earlier, I suspect this is linked to the age of the puck. Despite my second puck being brand new and sealed in the box when delivered, the S/N of it is over 10,000 below the S/N of the original puck. This suggests to me, as mentioned elsewhere and in this thread, that the issue appears to be a hardware problem with the newer devices.

[WC1989]

Hmmm, some people report replacement ones do the same thing! Really don't know what to do here, persevere with this one or ask for another one. 

[Adrianp77]

Has anyone solved this?

I have had sky stream about a week now. After being left off overnight the puck will not turn on via the remote. I have to manually press the button.

Once the puck is on I can turn it on and off with no problem with the remote. But after overnight I get nothing. Really poor.

[Chrisee]

@WC1989 little point in getting a replacement as this appears to affect a recent shipment of pucks. Best solution is to use the physical button until Sky find a firware fix.

[VirtuallyVlad]

Just wondering if Sky are aware of the issue via this forum, or whether I need to call them as well?

I'm evaluating Sky Stream, and as long as the service itself is acceptable, this is clearly just a ball that's been dropped in a recent production run. 

I don't want to waste my time on a call if they don't log instances of repeat issues anyway?

[Dazzasky]

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@VirtuallyVlad wrote:

Just wondering if Sky are aware of the issue via this forum, or whether I need to call them as well?

I'm evaluating Sky Stream, and as long as the service itself is acceptable, this is clearly just a ball that's been dropped in a recent production run. 

I don't want to waste my time on a call if they don't log instances of repeat issues anyway?

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Yes Sky are aware and are investigating @VirtuallyVlad 

[Ryang99]

Same issue as everyone else.

New to Sky Stream after having to drop Sky Q due to moving house and not being able to fit a dish to the new place.

No matter what I do, I cannot get the remotes to turn my pucks on, I'm having to manually press the power button on each of the boxes I have. 

Please help Sky!?

[Jporch316]

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@Ryang99 wrote:

Same issue as everyone else.

New to Sky Stream after having to drop Sky Q due to moving house and not being able to fit a dish to the new place.

No matter what I do, I cannot get the remotes to turn my pucks on, I'm having to manually press the power button on each of the boxes I have. 

Please help Sky!?

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See previous responses this is under investigation.....

[Dazzasky]

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@Ryang99 wrote:

Same issue as everyone else.

New to Sky Stream after having to drop Sky Q due to moving house and not being able to fit a dish to the new place.

No matter what I do, I cannot get the remotes to turn my pucks on, I'm having to manually press the power button on each of the boxes I have. 

Please help Sky!?

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It would have taken you less time to read the marked answer in the thread than to write your post to see what it is that you want to know. @Ryang99