Sky Glass or Sky Stream remote isn't working

If your Sky remote has stopped controlling your TV or you're having problems with voice control, try these steps.

Check the batteries

An easy way to check is to cover the buttons slightly on your Sky remote with your hand. You should see a white backlight behind the buttons. If you:

  • Can see the backlight - skip to the Next step.
  • Can't see the backlight - try pressing a button. If there's still no light, check the battery compartment to make sure the paper used to protect the battery has been fully removed. It might have ripped when being removed leaving some behind.

Still can't see the backlight? It’s likely you need to replace the two AAA batteries.

To replace the batteries:

CAUTION: Risk of explosion if batteries are replaced by an incorrect type. Only use AAA alkaline batteries.

  1. Remove the back cover of the remote by sliding the cover down. Follow the direction of the small arrow symbol on the back of the remote.

Two hands with palms facing holding a remote between them, with the hand on the front of the remote motioning to slide upwards and the hand on the back of the remote motioning to slide downwards

  1. Insert batteries as shown, ensuring correct orientation.

Back of the remote showing two AAA batteries being inserted

  1. Slide the back cover back into place, pressing firmly to close it.
  2. Press the Home button. You should see the Home screen.
That worked

Only one Bluetooth remote can be paired to your Sky Glass TV or Sky Stream puck at any time.

Before trying to pair or test your remote:

  • Make sure your TV is not on standby (red light showing).
  • Got a Sky Q box? Make sure this is switched off.

Re-pair your remote

  1. Press and hold 1 and 3 together on your Sky remote for three seconds.
  2. Wait until you see the connected message and select Continue.

Your remote is now connected on-screen message

Seeing the 'Connect your remote' message?

Connect your remote on-screen message

This means something’s gone wrong. Try the steps again at least 3 times.

Still not working?

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

Check voice control is working

Voice control/microphone button on a Sky Glass remote

Reminder: You need to have a Sky Ultimate TV subscription for voice control to work.

  1. Hold the Sky remote in front of you.
  2. Press and hold the Voice button on the Sky remote as you speak clearly into the microphone (under the Sky logo at the top of the remote).
  3. Release the Voice button when you've finished speaking.

Voice control tips

  • Speak in a clear voice
  • Make sure there isn't a lot of background noise
  • Check the TV volume isn't too loud

You should see the 'Hello, what would you like to do?' message on screen when you press the Voice button.

'Hello, what would you like to do?' on screen message

That worked

Restart your Sky Glass TV or Sky Stream puck

Sky Glass TV standby button

  1. Put your Sky Glass TV or Sky Stream puck on standby by pressing the Standby button on your Sky remote, on the right-hand side of your Sky Glass TV or the bottom of your Sky Stream puck.
  2. Switch off your Sky Glass TV or Sky Stream puck at the mains then switch it back on again. There’s no need to unplug it.

After a few seconds, you'll see the Sky logo on screen and the red or white standby light will come on (it might blink off and back on again) as the Sky Glass TV or Sky Stream puck starts back up.

Sky Logo on a black screen

  1. On your Sky remote, press the Home button. You should see the Home screen.

TV home screen

That worked