topic Re: Can't control TV anymore - Sky Stream in Sky Stream

Can't control TV anymore - Sky Stream

PortlandBill — Mon, 14 Apr 2025 10:31:07 GMT

Last week the voice control on my sky stream remote stopped working. Press the button, screen prompt comes up, but no response to my voice ("subtitles on/off" etc). So I went through the help suggestions on the app - no change. Ordered a replacement remote. Arrived this morning. Went through the process of pairing, multiple times but can't get it to turn the volume up or down (voice control is working) . The old remote always controlled the TV volume, and the soundbar volume, and turned the TV on and off (long press of remote power button). Doesn't work anymore. So, I call Sky. Spoke to a lady who told me my TV is not longer compatible. Seems odd, Ive not changed anything with the TV, no updates recently. I said we'll if that's the case, you're not giving me the service I need. She says she'll put me through to cancellations. Spoke to another lady in retentions who said "that doesnt sound right, let me talk to customer services". Put me on hold. 55 minutes later, still on hold. Gave up. Any ideas?

Re: Can't control TV anymore - Sky Stream

martswain — Mon, 14 Apr 2025 15:08:21 GMT

My voice control stopped after the latest software update.

Solved by doing a RESTART through the settings menu.

Re: Can't control TV anymore - Sky Stream

PortlandBill — Mon, 14 Apr 2025 15:25:22 GMT

Voice control is working fine now. It's the control of volume (and on/off) which is the main issue.

Re: Can't control TV anymore - Sky Stream

Chloe-W22 — Tue, 15 Apr 2025 14:32:52 GMT

Hey @PortlandBill, before pairing the new remote you need to unpair the old one. Try these steps: https://www.sky.com/help/articles/setting-up-sky-glass-remote

Re: Can't control TV anymore - Sky Stream

PortlandBill — Tue, 15 Apr 2025 14:39:47 GMT

Thanks, done that before pairing the new one.

Still no volume control.

Re: Can't control TV anymore - Sky Stream

Chloe-W22 — Tue, 15 Apr 2025 15:08:04 GMT

Keep trying, but in the meantime I've escalated your post for support from a Sky Expert. For information on how our Community Messaging service works, you can see here.

Re: Can't control TV anymore - Sky Stream

PortlandBill — Sat, 19 Apr 2025 16:33:23 GMT

I spoke with the expert who couldn't get it working so I have been sent another remote to try. It arrived today.

Have tried installing it and it doesn't control the TV volume either. Still the same Sony Bravia TV that it used to work on.

Can I get more help?

Re: Can't control TV anymore - Sky Stream

Jporch316 — Sat, 19 Apr 2025 20:13:39 GMT

@PortlandBill wrote:
I spoke with the expert who couldn't get it working so I have been sent another remote to try. It arrived today.
Have tried installing it and it doesn't control the TV volume either. Still the same Sony Bravia TV that it used to work on.
Can I get more help?

Hi @PortlandBill

im assuming you have gone through the various remote codes for your tv ? There a section in the settings for it

Re: Can't control TV anymore - Sky Stream

PortlandBill — Sat, 19 Apr 2025 20:24:19 GMT

Yes, all 32 of them, twice.

Re: Can't control TV anymore - Sky Stream

Jporch316 — Sat, 19 Apr 2025 20:34:19 GMT

@PortlandBill wrote:
Yes, all 32 of them, twice.

I thought you may have !

which tv make and model do you have ?

Re: Can't control TV anymore - Sky Stream

PortlandBill — Sat, 19 Apr 2025 20:43:58 GMT

Sony Bravia