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Discussion topic: Sky Stream puck set up

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This message was authored by Pixel23 This message was authored by: Pixel23

Sky Stream puck set up

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?

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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Sky Stream puck set up

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

@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.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by SlenderRobert This message was authored by: SlenderRobert

Re: Sky Stream puck set up

@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. 

This message was authored by oj01 This message was authored by: oj01

Re: Sky Stream puck set up

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

@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


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


Sky Community Forum SuperUser
Former Sky+HD Beta Tester
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Member Of The Community Since 2011
Staying on Sky+HD until Sky force me off
This message was authored by SlenderRobert This message was authored by: SlenderRobert

Re: Sky Stream puck set up


@oj01 wrote:

@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


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


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

This message was authored by MikeG1987 This message was authored by: MikeG1987

Re: Sky Stream puck set up

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

This message was authored by Leane2 This message was authored by: Leane2

Re: Sky Stream puck set up

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

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