Remote setup unsuccessful sky q

[Taleya]

My parents bought a new remote for sky I have unpaired their old one but when I try to pair the new one pressing 1 and 3 together it says it was unsuccessful.  

I have unpaired it and tried to re-do it and it still won't work.  It's the remote with the voice control button is on the side. Does anyone have any suggestions please?

[nigea99]

 @Taleya 

try to reset the Remote :

Press & Hold the 7 & 9 until the remote's light flashes 4 times

Then go through 1& 3 process again to try to pair it

See :

https://www.sky.com/help/diagnostics/sky-q-remotes/setting-up-remote

As the remote controls with the voice button on the side were discontinued a while ago it is possible that the remote is faulty

[Taleya]

@nigea99 I have tried that, it has been driving me insane.  Thank you for your reply.

Every shop around here still stock these remotes!!!!  I thought they were newer ones.  I  am wondering if they can just get a refund and get a different one through Sky.