@Jennifer1989
Unfortunately there is a fault with many of the remotes as Sky received a bad batch from the manufacturer. There is a huge thread here (along with many others) about the problem:
https://helpforum.sky.com/t5/Glass-Stream/Stream-remote-completely-unresponsive/m-p/4197584#M77629
As strange as it sounds, the one fix that has worked for a number of people (including me, twice) is to hold the remote at both ends and gently twist as though you were wringing out a cloth.
Even if this fix worked I would still phone Sky and request a replacement. Also, in the short term, if you have access to a Sky Q remote it will work with Glass or Stream.
Good luck 🤞
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