Sky stream remote and puck not connecting

[mac96]

Hi, I'm having an issue with connecting my Sky stream remote to the puck.

I've only had it a few days and it worked fine initially, but then a message came up that the remote has unpaired and that it needed to be reconnected.

Since then nothing has worked.

I tried the holding 7 and 9 and then holding 1 and 3 dozens of times - nothing. 
Checked remote batteries (they are fine and the remote backlight works). 
I unplugged the puck at the mains multiple times, and even did a factory reset.

Thought the problem was with the remote so got a new one from Sky - no different, exact same issue. Removed the batteries from the first remote to ensure no interference there. 

I wonder if there's an infared connection problem with the puck as it just doesn't seem to recognise any remote. 

Would welcome any help! Thanks! 

[Jporch316]

@mac96 

Try the following 

The remote can be reset and paired again following these steps;

1.   Press and hold 7 and 9 together on your Sky remote for three seconds.
2.   Press and hold 4 and 6 together for three seconds.
3.   Press and hold 1 and 3 together for three seconds and follow the on-screen instructions.

[lettice]

If the normal repairing off Press and hold 7 and 9 together for 3 seconds, Press and hold 1 and 3 together for 3 seconds, does not work, try the following;

There have been issues in the past that  the remote firmware has not updated correctly;

Try this.

1. Pair your remote control to your puck (by pressing 1 and 3 for 5 seconds).
2. Once you've seen that the pairing has been successful, switch the puck off at the wall socket.
3. Plug the puck back in and leave it switched on for a minimum 15 minutes.
4. Switch the puck off at the wall socket for a second time.
5. Power the puck back on and continue to use the service, allowing the puck to go into standby as usual overnight.

[Fothergill1]

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@lettice wrote:

If the normal repairing off Press and hold 7 and 9 together for 3 seconds, Press and hold 1 and 3 together for 3 seconds, does not work, try the following;

There have been issues in the past that  the remote firmware has not updated correctly;

Try this.

1. Pair your remote control to your puck (by pressing 1 and 3 for 5 seconds).
2. Once you've seen that the pairing has been successful, switch the puck off at the wall socket.
3. Plug the puck back in and leave it switched on for a minimum 15 minutes.
4. Switch the puck off at the wall socket for a second time.
5. Power the puck back on and continue to use the service, allowing the puck to go into standby as usual overnight.

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I have bookmarked your post @lettice as that's an interesting procedure I had not come across before.  I will try it next time my remote plays up and maybe suggest it to others having issues 👍