No remote

[ClaireK70]

I had a new Sky Q box delivered yesterday. My husband didn't hand over the remote - therefore I didn't get the new remote. I therefore have a box I can't connect. 

I can't get through passed automated chat/phone to explain.

Any ideas?

[nigea99]

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@ClaireK70 wrote:

I had a new Sky Q box delivered yesterday. My husband didn't hand over the remote - therefore I didn't get the new remote. I therefore have a box I can't connect. 

I can't get through passed automated chat/phone to explain.

Any ideas?

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hi @ClaireK70 

You shouldn't need the new remote and should be able to pair your old remote to your replacement box.

May I suggest you try a reset of your old remote:

Press & Hold the 7 & 9 until the remote's light (red LED above the SKY logo button) flashes 4 times

Then press 1 & 3 together to go through to re-pair with the box and your TV - make sure it has line of sight of the box as until it is paired it uses Infrared

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

[ClaireK70]

When I connect the new box the first instruction is to go to settings (in order to link to wifi) or cancel. The old remote won't work to click on settings.

I tried 1 &3 to link the remote 

[nigea99]

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@ClaireK70 wrote:

When I connect the new box the first instruction is to go to settings (in order to link to wifi) or cancel. The old remote won't work to click on settings.

I tried 1 &3 to link the remote 

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hi @ClaireK70 

Have you reset the remote pressing 7 & 9 together as detailed above ?

Edit: As mentioned above once reset you will need to make sure the remote has line of sight of the box until it is paired

[ClaireK70]

I will try that when I get home. Thank you 

[ClaireK70]

No, that still didn't work. 

[Chodley]

That's very unusual. Did you hold those two buttons down long enough? Basically all remotes are the same. If this one isn't resetting and pairing, then a new one will likely have the same problem. Also it uses IR for part of this process so you have to have clear line of sight to the box