Sky stream puck central button faulty

[beano5892]

My sky stream puck remote doesn't work properly.

I've tried the steps to re-set and re-pair it (7/9  1/3 etc) and whilst it successfully re-pairs the remote, that still didn't fix the problem.

It turns on ok and goes to home screen but then you can't toggle or select. It seems to be the central button and left/right/Up/down button.

When I press the left side of the circle it turns the puck off. All the buttons just seem to do the wrong thing or nothing at all anymore. The voice control works but I can't then change channels or select anything. 

please can someone help? 

[beano5892]

btw I've checked the remote and there is no sign of corrosion. Changed the batteries just incasse and re-paired. Same problem.. can turn on to Home Screen but once there, as before,  the central button only opens search button or turns off the puck!

[Fothergill1]

@beano5892 I see you have tried paring it again without success so have a go at the following:

Holding the remote at both ends give it a gentle twist as though you were wringing out a cloth.  There was a faulty batch of remotes at the end of last year and this method often worked even though it sounds an unlikely solution (it worked on my own remote when it stopped working).  I have suggested this a couple of times in the last week or so and it has sorted out the problem.

If you are still having issues I would contact Sky and ask for a replacement remote.  In the meantime if you have one available you can use a Sky Q remote.

[beano5892]

Hi @Fothergill1 

Thanks for this. I did try it.. very gently at first and then a bit harder, multiple times but to no avail.

We don't have Sky Q so can't use that remote!

I shall call Sky but maybe there's a Sky person reading this who can DM me in the meantime!! 😉

[Fothergill1]

Hi @beano5892 It was worth a try.

To save you calling I've escalated your original post to Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains the procedure:

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. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.  Note replies from Sky are not instant so you’ll need to regularly check the chat thread.

[Greenfingers001]

Thanks for escalating this. We’ve sent an @beano5892  invite to chat.

[beano5892]

I have replied to the chat bubble and am awaiting a reply. Thank for letting me know

[Lisa-P1987 · Accepted solution]

Update - Spoken to @beano5892 and have replaced the remote 🙂

[peteainsworth]

Hello I have exactly the same issue as described on this thread and have tried all the same tricks and the remote remains broken. Please can you escalate my issue in the same way?

[Fothergill1]

@peteainsworth You posted the same thing on another thread which I have just escalated to the Community Messaging Team for you.

I hope you get it sorted 🤞

[beano5892]

Having spoken with Sky (very prompt and efficient escalation, thank you!), my remote was replaced. It arrived quickly and works perfectly so obviously a dodgy batch as I'm not the first to report. Thanks for sorting

[Ezogelin]

I am now having this exact same problem. Feared I would be faced with a never-ending list of issues when I re-subscribed to sky and this seems to now be exactly the case. Not happy as I am now missing the new series of Brassic which is the on,y reason I ever bought sky. Not happy at all!

[SlenderRobert]

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@Ezogelin wrote:

I am now having this exact same problem. Feared I would be faced with a never-ending list of issues when I re-subscribed to sky and this seems to now be exactly the case. Not happy as I am now missing the new series of Brassic which is the on,y reason I ever bought sky. Not happy at all!

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If Brassic is the only thing you got Sky for then why not get it on the NOW app instead? It's much cheaper, and you can use the NOW app on many much more reliable streaming devices. 

[Alison79]

Mine is now doing exactly the same, won't work, central button not doing what it should. Can anyone help with getting a replacement please?

[Fothergill1]

@Alison79 Unfortunately you will not get any response from Sky to your post on this forum as it is an open forum consisting of customers like yourself.  Any Sky employee who sees your post won't know who you are.

You will need to phone Sky and request a replacement which they are generally happy to do.  While you wait for a replacement you can use a Sky Q remote if you have one available.