Remote replacement

[Trusse03]

Our old remote broke, we've received a new remote from sky, but it won't connect to our sky box, we've done what it says in holding 1 and 3 till the red lights flash on the sky remote, I've even tried doing 7 and 9 to reset to factory settings then 1 and 3 again. 

Online tutorials say we have to disconnect the old remote, but we can't do this as its broken. 

Any suggestions?

[oldfella]

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@Trusse03 wrote:

Our old remote broke, we've received a new remote from sky, but it won't connect to our sky box, we've done what it says in holding 1 and 3 till the red lights flash on the sky remote, I've even tried doing 7 and 9 to reset to factory settings then 1 and 3 again. 

Online tutorials say we have to disconnect the old remote, but we can't do this as its broken. 

Any suggestions?

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Hi @Trusse03 

You do not need to disconnect the old remote.

Pairing a new one will automatically replace it.

Try completly resetting your new Bluetooth remote.
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.

[Trusse03]

I've tried all this, it just doesn't connect to our sky q box.

[oldfella]

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@Trusse03 wrote:

I've tried all this, it just doesn't connect to our sky q box.

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hi @Trusse03 
Reboot the Q box and then try resetting the remote again when the box is up and running.

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.

Reset 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.

[Trusse03]

Tried this as well, that didn't work, 

[Trusse03]

So spoke to a sky customer advisor on phone other say, and he suggested all the same steps even though I'd already done them all.

Nothing worked, so he sent out a replacement remote, and again it won't connect to our sky q box

[Chodley]

Is the IR sensor on the box in clear line of sight?

[alistair1951]

Did you put batteries in?