Sky glass remote not recognising tv

[MrsDobbo]

We received the new sky glass tv yesterday but can't change the volume via the remote as the tv is not being recognised on set up. We troubleshooted but are getting nowhere. 

[GD1]

@MrsDobbo  have you tried the steps here?   https://www.sky.com/help/sky-tv/sky-tv-glass/fixing-a-problem-sky-glass/fixing-sky-glass-remote/arti...

[MrsDobbo]

Yes we've tried this a few times now with no luck. We get to the point where it wants the tv make and model number. We can find the make but it won't accept the model number. It then suggest using the sky Q remote, that doesn't work either. 

[GD1]

@MrsDobbo  Your Glass TV remote connects via Bluetooth, are you then trying to control another TV with it? As you mention it won't find your TV, however it does not TV & Model number to connect.

[MrsDobbo]

No we're not  trying to control a different tv. We're trying to set the remote up on the new glass tv and it's asking for a make and model. We're using the remote that came with the glass tv

[GD1]

@MrsDobbo  It sghould not be asking for make & model.

To pair the remote to your Glass TV you should only need these steps:

On your Sky remote:

1. Press and hold 7 and 9 together for 3 seconds this will unpaitr it.
2. Press and hold 1 and 3 together for 3 seconds.
3. Wait until you see the 'Your remote is now connected' message and select Continue.

Otherwise you may need to go through the setup process again see here https://www.sky.com/help/sky-tv/sky-tv-glass/setting-up-sky-glass/articles/setting-up-sky-glass

[MrsDobbo]

Thank you. It definitely is asking for make and model. I've spoken with Sky and they're sending a new remote out. I'm keeping your steps though for when the new one doesn't work 🙄. Thank you for responding today of all days.