Sky Stream puck set up

[Pixel23]

Finally getting around to setting up our sky stream box and unfortunatly we cannot get past the "Point your Sky Q remote at your Sky Q box, then press and hold 4 and 6" screen

Was meant to get a call back from customer service who had advised us to leave the stream box plugged into an ethernet for half an hour to force software download.   Not had a call back yet and would like to get this resolved ASAP

We have done the step where you hold down the power button while switching the stream box on

We have left the stream box connected through ethernet since yesturday evening, this is still connected now however there is no sign of anything changing. 

What else can be done to try and resolve this issue?

[TimmyBGood]

@Pixel23 

Multiple posts show there's a batch of dodgy Stream remotes: if the handset isn't working then pressing buttons to pair it can't succeed.

[SlenderRobert]

@Pixel23 

Have you tried the twist method to fix the remote? Grip it firmly with both hands and twist it in opposite directions quite firmly (as if wringing out a cloth) so that it creaks a bit (but doesn't snap!) - this worked with mine. 

[oj01]

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@Pixel23 wrote:

Finally getting around to setting up our sky stream box and unfortunatly we cannot get past the "Point your Sky Q remote at your Sky Q box, then press and hold 4 and 6" screen

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Why does the Sky Stream think you have a Sky Q remote and Sky Q box? 

[SlenderRobert]

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@oj01 wrote:

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@Pixel23 wrote:

Finally getting around to setting up our sky stream box and unfortunatly we cannot get past the "Point your Sky Q remote at your Sky Q box, then press and hold 4 and 6" screen

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Why does the Sky Stream think you have a Sky Q remote and Sky Q box? 

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Because the lazy coders couldn't be bothered to write new code specifically for Stream/Glass so ported across some of it from Q. 

[MikeG1987]

Did you get a resolution on this? As I have the exact same problem.

[Leane2]

I'm having the same issue - had new a replacement puck last week as my first one stopped connecting!!! Now can't get past the remote control set up screen. Sky contacted and ran through set up; tried using separate remote for downstairs TV, no joy, now sending the puck back for a replacement. This will be pick number 3 since Feb 2024!!! Shambles