Replacement Remotes Returns

[nickholder63]

I've just had to order 2 new Sky Q remotes. I was told to do it 1 at a time, so I ordered the first and it arrived without issue.

Trying to order the second and I was given delivery or set up options on the telephone call system, but managed to speak to an assistant. The assistant then asked me to try my old remote first, then said I'd have to hand over the old remote when the new one was delivered, but would not provide a postal address to send it. She said I had to hand it to the delivery person, either Royal Mail or DPD. However, our postie does not stand and wait for 'return packages', and she could not give out, or refused to give, an address to return the old remote to.

How is this system meant to work?

[MightyQuinn · Accepted solution]

Hi @nickholder63   You clearly got an untrained advisor. I have never heard of a remote swap. I would try again and hope you get a trained advisor.

[PandJ2020]

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@MightyQuinn wrote:

Hi @nickholder63    I have never heard of a remote swap.

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Indeed, they are usually just 'sent'.  https://www.sky.com/help/forms/replaceremote

[nickholder63]

I did ask to skeak to her boss, but she refused.

When I asked for something online or in writing, she said she'd speak to somebody else. When she came back she said I now didn't need to return the remote. I wasn't asked to return the first remote I had replaced either. Looking online it talks about returning the Sky Q boxes etc when you end the contract, so maybe she thought that applied to all Sky Q equipment like remotes too.

[Daniel0210]

@nickholder63 

In future if your Sky Q remote is definitely broken/faulty, if you follow this link it should allow you to do some more troubleshooting and then it’ll send you to a form to request a replacement (there is the possibility this is not available to customers in the ROI).
https://www.sky.com/help/articles/lost-stolen-damaged-sky-q-equipment#get-in-touch

It may be quicker to purchase a new remote from a retailer / larger supermarket. If you do that as well as the above you’ll have a spare.

In the meantime if you have an Apple device with Sky Go you can possibly set up a virtual remote to control your Sky Q box. See this link which may help
https://helpforum.sky.com/t5/Sky-TV/Virtual-Sky-Q-Remote-Now-Available-on-Sky-Go/ba-p/4363637?