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

[Keef1969]

Yeah, it's decent, but it's not an Apple TV.  It does what it says on the tin but my point is it's not got enough grunt to do much more than stream TV, it's never going to be used to download and play large games for example, so 100Mbps is perfectly acceptable.

[B19BOL]

User interface, LAN speed etc. All interesting stuff (Genuinely) however I think it might be best to keep this thread on topic with the genuine puck issue if possible?

[cliff53]

Although I dont possess one yet, I think with so many raising an issue of which seems to be the same, then either a bad batch has been produced or some software issue maybe. Either way it has not instilled any confidence in me to get one..

[Kempston]

@Keef1969 I agree it's slower than an Apple TV, but you're not paying a 40% premium because it has a fruity logo on the top.

[Ripleys_Cat]

For those new to Sky Stream, all the apps are hosted on a Sky Server, not on the puck itself, therefore it can feel slightly sluggish compared to a having them installed on the device itself (such as on a Firestick or Apple TV box.) 

I tend to use my TV's apps more often these days as they are much faster and less prone to the sluggishness which affects the same ones on the Stream puck. 
As for this current issue, for those new to Sky, it's rarely a quick process to sort newly introduced problems. Remotes aside, the pucks have been functioning pretty well up to this point. They're now over two years old and have improved slightly with various software updates, but improvements and updates always tend to happen slowly with Sky products. 
There was a widespread issue with certain models of Sky Q boxes a few years ago which caused random audio dropouts. There was a thread on here which ended up being over 100 pages long as more and more people reported it. It took Sky over a year to work out that it was an audio driver issue and then a software update fixed it. 
This Stream puck issue could be similar, so be prepared for a lengthy wait. Hopefully it won't be, but these things are mass produced and there may be hundreds if not thousands of other people with the issue who aren't commenting on this forum. 
Sky need to work out if it's hardware related and if so how many batches are affected. Can it be fixed with a firmware update? Who knows. There are all sorts of logistical issues that need to be considered as they're still manufacturing pucks and may need to halt this if there's some new component which is failing.  
What can you do as a customer? Sit tight and wait or cancel. 
The service still works for most customers so for newbies with dodgy pucks, it's a question of whether you have the patience to wait for Sky to solve the problem. By all means lodge an official complaint, it's certainly not ideal that you've received a product which isn't functioning properly, and Sky might, hopefully, offer some form of compensation, be it a reduced subscription cost for a period of time or some credit to your account, but there's no guarantee. 

[Laing1]

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@Graeme_17 wrote:

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. 

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@Graeme_17 I have moved your post to the large thread regarding this have a read of the whole thread as this is a known problem that Sky are investigating 

[G+Champion]

Send a WOL command to it using an always on system, looping around every five minutes or so?

I've automated it via nodered based on if the TV is turned on, then assume I need to wake up the puck.

Thinking about it I might as well do it this way, so that its constantly on, So TV comes on, puck is awake.

I might try this and see how it works out, or cause another issue?

This is really all crap when you look at it. A so-called premier oufit like Sky can't keep BT alive on a motherboard, hence no response to awake to stimulus from the remote.

Pretty much crap in my view, regardless of a bad batch. Bad quality control or SW design.

[cliff53]

@MarkGoldsmith 

Im having issues with virgin at minute, one lie after another, so im looking at alternatives.

I thought sky stream might do the trick, BUT NOT while these problems persist

[MarkGoldsmith]

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@cliff53 wrote:

@MarkGoldsmith 

Im having issues with virgin at minute, one lie after another, so im looking at alternatives.

I thought sky stream might do the trick, BUT NOT while these problems persist

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Yeah certainly with the current issues that are NOT affecting old pucks but seemingly affecting a  number of new pucks dispatched since the turn on the year, all logic at this time would point to a batch of dodgy hardware or a fault in the manufacturing process. Obviously we don't know the in-and-outs of this there have been any changes to manufacturing process or sourcing of components that may equally cause this type of issue.

Certainly at the moment @cliff53 i wouldn't suggest swithcing over to Sky Stream until Sky have resolved the issue. Whilst it might not be all new pucks over the past several weeks affected, there are certainly a lot of people who have reported it so it could easily be a high percentage of them. Likely not worth taking the risk, unless you aren't that bothered with having to get up and turn it on from the button on the puck.

[CautiousLip]

Same issue here. Remotes not reliable and do not power on the puck once they have gone to sleep. 
the remotes turn the Tv on but only way to turn on the puck is by pressing the on/off button on the underside of the unit. 
seems like many having same issue

shoupd have kept sky Q !! 

[StephBlair91]

hi iv just recieved my sky stream puck and the remote isn't pairing ? I'm not getting any lights and iv done all the instructions like press 1&3 resetting the box then pressing 7&9 , 4&6 then 1&3 again, also made sure the paper was pulled up properly and inserted new batteries and I'm not even getting any lights at all on the remote

any help would be great and also when I first set it up it doesn't ask me about pairing a remote just asks about connecting to wifi

[Fothergill1]

@StephBlair91 If you are not getting any lights on the remote (it should light up when you pick it up) then there may be a problem in the battery contacts.

Take the back off the remote (it can be very stiff) and check that the paper tab didn’t break when you removed it.  This is quite common and it tends to leave a bit between the batteries and the contacts.

You may also find some help in the following troubleshooting guides:

Troubleshooting guide

Remote help

Good luck

[S+A+Samson]

I have the same issue, Pirchased a sky puck a week ago . Remote wouldn't switch my puck on or off . Could switch the punk on  manually then the remote worked again for a few minutes then stopped working again . Have had a new remote delivered & it's doing the very same thing . How do I send the whole thing back for a replacement? 

[Jporch316]

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@S+A+Samson wrote:

I have the same issue, Pirchased a sky puck a week ago . Remote wouldn't switch my puck on or off . Could switch the punk on  manually then the remote worked again for a few minutes then stopped working again . Have had a new remote delivered & it's doing the very same thing . How do I send the whole thing back for a replacement? 

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There's no point yet - sky are investigating the issue you need to wait for the fix ..... harrying a new puck will probably have the same issue 

[Kempston]

Getting a new puck might not solve the issue, but it did for me as the replacement I received was from an older batch judging by the serial number. 

As such I wouldn't suggest it's not worth calling Sky to get a replacement sent out. You might be lucky.