Sky stream remote keeps loosing Bluetooth connection

[Martyn+Entwistle]

Hi,

I’ve been experiencing a few issues with my Sky Stream remote. It seems to randomly disconnect from the Sky Stream puck. When this happens, I’m able to turn the TV on, but I can’t power on the Sky Stream puck using the remote—I have to press the button on the front of the puck instead.

The puck is positioned behind the TV, so once it’s on, I can’t change channels unless the remote has a direct line of sight to the infrared sensor. As soon as that line of sight is lost, the remote stops working again.

To fix it, I have to unpair and then re-pair the remote each time. Sometimes this works for a couple of weeks, sometimes up to a month, but I’ve had to repeat this process around five times now and it’s becoming quite frustrating.

For reference, I’m connected via Ethernet with a 500Mb connection.

Any help would be greatly appreciated.

Regards,
Martyn

[arcadeavenger]

Hi @Martyn+Entwistle , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141 Thanks, Becca.
 

[Victornts]

Is it a known issue for sky? I've got 4 pucks at my house, 2 of them are one of the first ones that came out and 2 are the "new" ones (about 10months old) with the faster interface and the different remotes.

The 2 "old" ones have absolutely no issues with remote pairing. The other 2 "new" ones have both got the exact same problem. I need to repair the remotes at least once a week on both of the pucks, it is really annoying. Repairing also involves a full restart of the puck otherwise it won't pair again. 

is it a software glitch?

[TonyClose]

I am also having this issue with my remote. Unless I point it at the puck it doesnt work. Ive repaired it a few times and it works fine for a coupe of weeks then goes back to dropping out