Hi, we cannot re-pair our Sky Q remote. Unpaired to try and fix volume control issue after new tv.

[Jules32]

We changed our tv a few months ago, both Samsung. Since then the volume buttons on the sky q remote stopped working. Hubby decided to try and resolve this today and unpaired our sky q remote. We now cannot re-pair it. Our Samsung remote does some basic functions on the box but we cannot work out how to unpair this. Any suggestions that we can try? Have searched help and other discussion threads. Thanks 

[ThePope27]

Hi @Jules32,

Please try a full remote reset

Hold 7+9 until it flashes red 4 times 

Then make sure the remote is facing the Sky Q box with no obstructions then hold 1+3 until it shows the pairing screen on your Q box 

[Jules32]

Hi, we have tried a full reset with buttons 7 & 9 but this still hasn't worked. 

[oldfella]

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@Jules32 wrote:

Hi, we have tried a full reset with buttons 7 & 9 but this still hasn't worked. 

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Hi @Jules32 

First reboot your Q box.

To reboot press Standby on your Sky Q remote (if the box responds to the remote), and then switch off and unplug at the mains.
Wait at least 30 secs and then Plug back in and switch your Sky Q box back on at the mains.
Wait for the on screen instructions to disappear and the front led to turn Amber. Then wait for 30 secs before you press Home on your Sky Q remote or if this is not working press the standby button on the front of the Q box (Amber led)

note: some features may take up to 5 minutes to return.

Then with the Q box on with green LED try completly resetting your Bluetooth remote again.

Press and hold 7 & 9 together on the remote until it’s led flashes four times.
Then make sure that you are pointing your remote at the Q box and press 1 & 3 together until the remote led flashes and follow onscreen instructions to re- pair.

[Jules32]

Hi, we had already tried all this last night. Changed remote batteries, left batteries out for 10 minutes. Turned TV off at wall. 

[ThePope27]

Hi @Jules32 

Have you tried going to Home > Settings > Setup > Remote Control. Then press the remote that you have. Then press control your TV, this will guide you through setting the remote back up for Volume on your Samsung TV

[Jules32]

Hi, yes, already tried that without success. 

[Chodley]

Are you pointing the remote at the sky box when you hold 7&9? That relies on infra-red.

I don't understand the second issue you mentioned about the samsung remote. You can't unpair the TV's remote. What basic functions does it do on the Q box?

[Jules32]

We are right in front of the box. Hubby thought it was maybe an issue because the TV remote can control the sky q box. We just don't know why we can't re-pair them. We have tried all the suggestions on the help guides and re-tried them on this discussion. Turned everything off whilst out yesterday for a few hours and left batteries out too. Got back and tried it all again and still not pairing. 

[Jules32]

After speaking with Sky on the phone this morning, a new remote control is on its way to us. Hopefully that one will pair ok. Thanks for everyone's help.