Sky Stream puck won't power on from standby

[GaryS77]

I have a strange problem where my Sky Stream puck works perfectly fine - the remote control is Bluetooth paired and operates both puck and TV fine, but if I put the puck into standby for a few hours, pressing the power button on the remote doesn't wake it up. If I put the puck into standby for a short period, the remote can be used to wake it - it just seems to not work only after the puck has been in standby for a few hours. When this happens, the only way to wake the puck is to either reboot it by disconnecting/reconnecting the power or by pressing the power button on the underside of the puck, after which it wakes up and the remote then works fine until it is put back into standby for a few hours, when once again the remote can't be used to wake the puck. Pressing the power button on the remote does nothing and the white light on the puck does not illuminate. I have tried rebooting, resetting (pressing and holding the puck power button) and re-pairing the remote but nothing has helped. I assume it's not the remote because it works fine when the puck is powered up and it operates the puck and TV fine. It just seems to stop working when the box has been on standby for a while. Any help appreciated! Otherwise I guess I'll have to call Sky.

[Fothergill1]

Hi @GaryS77 you have already done all the obvious troubleshooting procedures to resolve it so I will escalate your post to the Community Messaging Team for some online chat.  I suspect they will want you to do some of the procedures again but it is possible your puck is faulty so if they can't help suggest they replace it for you.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Tom-W19]

Thanks for escalating. We've sent an invite to @GaryS77.

[GaryS77]

Much obliged. Problem suspected to be the remote so a new one has been ordered - hopefully that will fix the problem.