Sky Stream remote refusing to work

[MarkWalesUK]

Please help as this is driving me nuts. I just got my Sky Stream puck a few weeks ago. The remote worked for a few days, then just stopped working. The menu screen comes up as normal, but the remote won't make anything happen. A second remote was sent to me, this also doesn't work.

I've tried the 7 and 9, 1 and 3 thing repeatedly. No effect. I've tried restarting multiple times, no effect. The weird thing is both remotes will SOMETIMES work, then stop working immediately. I've changed the batteries too, hasn't helped.

Sky have insisted on sending me a THIRD remote to try before they send a technician. Is there anything I'm not doing?

[Anonymous]

@MarkWalesUK welcome to the community!

Does the remote work when you point it directly at the Sky Puck?

[MarkWalesUK]

Hey thanks for your reply. No, pointing it at the puck makes no difference. 

The fact that the remote will occasionally work made me think it was the batteries failing, but I changed the batteries and no effect. It's just so weird that the remote worked fine for the first few days.

[Anonymous]

Yeah it is weird. The Sky remotes, once paired, uses Bluetooth to connect. Can you think of anything that may be interfering with that?

[MarkWalesUK]

Hmmm I don't believe there are any bluetooth devices that could interfere with the remote. Do you think such an interference could stop the remote from working then?

[Anonymous]

Maybe, because you say it sometimes works for a bit before going again.

Is the Stream puck housed in a unit or hidden behind the TV that might encourage interference?

It's also possible that you're not yet on Bluetooth mode, and the interference is the infrared mode. When you've done the pairing process, has that process happened or does it do literally nothing?

[MarkWalesUK]

Yes the puck is under the TV, it sort of needs to be in order to be plugged into the TV.

You might be onto something with it not being on bluetooth mode. When I first plugged the puck in and started using it, the remote seemed to be already paired, and I've never been able to see the pairing screen even when I press 7 and 9/1 and 3. The pairing screen should come up when I press those buttons, right? I'm not sure what infrared mode means

[Anonymous]

By infrared I just meant the line of sight option when it's not paired by Bluetooth.

Yeah that should unpair and then re-pair the remote, but I suppose if you're having connection issues it might not be receiving that signal.

Instead of pressing 7+9 could you get really close to the puck, and when it's on the main menu can you press 1+3 for 3 seconds please, pointing at the puck directly with nothing blocking it when you do so. 

[MarkWalesUK]

I tried that with both remotes (making sure to take the batteries out of the other remote to ensure no interference). No effect at all, the puck just doesnt seem to be receiving any signal.

Ah well I guess I have to wait till a third (!) remote comes and inevitably doesn't work before a technician can look at it. Thanks so much for taking the time to help me though!

[Anonymous]

Yeah, keep us posted. My hunch is that it's not so much the remotes but maybe more the software or puck itself. I wouldn't recommend doing a factory reset without Sky telling you to, but that might be a sensible step with an engineer.

Sorry I couldn't crack this one for you, but hope it gets sorted soon for you. 

[lettice]

@MarkWalesUK 

I've escalated this to Sky and they should be in touch with you soon about it.

They will go through the remote pairing process step by step. It sounds like something in the way you are repairing is not correct to me.

Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

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

[MarkWalesUK]

Thank you so much!

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @MarkWalesUK.