Issues navigating sky tv

[SusieLee1]

My TV remote works but only for a very limited amount of functions. I can't move up down or side to side. Or select anything. Voice recognition, volume and on and off functions work. I've been told that sky will send out a replacement remote but I'm not sure that this is the issue. Any ideas. The setup is brand new for my mum and she can't use it! Tried restarting, unplugging, reconnecting, new batteries, repairing the remote. Nothing seems to be working? Thanks in advance. 

[Fothergill1 · Accepted solution]

@SusieLee1 The Glass/Stream remotes have have never been very reliable and are often going wrong.  To help you try to get your remote working the links below are to remote troubleshooting guides:

Troubleshooting guide

Remote help

You could also try holding the remote at both ends and giving it a gentle twist as though you were wringing out a cloth.  Even though it sounds an unlikely solution it has got many faulty remotes working again (including mine on two occasions).

If none of the above help then I would request a replacement at the following link: Streaming TV replacement remote 

If you have one available you can use a Sky Q remote while you wait for a replacement.