Sky Q Bluetooth remote not working effectively

[Kevin+7.1]

Hi everyone

Asking for a friend, has anyone else had this issue?

My friend has sky q main box. His TV is recessed into an media wall opening not much deeper than his TV.  His sky q box is tie wrapped behind the TV on the TV mount. He says his remote doesn't work well, with him having to press the buttons multiple times to before it registers and performs the action. Given the remote is Bluetooth I find it strange this is happening. 

I was able to play and pause my box from a different room so this seems like a fault to me 

I have told him it is best to call customer service.  But, just wondered what you guys thought of this issue. Have any of you experienced anything similar, any thoughts on the cause and could you suggest anything to rectify. I did ask if his batteries were running out but he said he changed them recently so I am stumped.

[Kevin+7.1]

Hi has no body any input? I have searched the forums and not found a specific answer 

[PandJ2020]

Clearly the mount/TV is blocking the signal.

We can't think of much other than to move the box.

[Laing1 · Accepted solution]

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@Kevin+7.1 wrote:

Hi everyone

Asking for a friend, has anyone else had this issue?

My friend has sky q main box. His TV is recessed into an media wall opening not much deeper than his TV.  His sky q box is tie wrapped behind the TV on the TV mount. He says his remote doesn't work well, with him having to press the buttons multiple times to before it registers and performs the action. Given the remote is Bluetooth I find it strange this is happening. 

I was able to play and pause my box from a different room so this seems like a fault to me 

I have told him it is best to call customer service.  But, just wondered what you guys thought of this issue. Have any of you experienced anything similar, any thoughts on the cause and could you suggest anything to rectify. I did ask if his batteries were running out but he said he changed them recently so I am stumped.

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@Kevin+7.1 your friend did actually pair the remote before attaching the box to the back of the TV as unpaired remotes can work on infra red instead of bluetooth if not paired 

[Kevin+7.1]

Good Question! Can they unpair after being installed by a sky engineer? From what he has said it seems like this may be the issue, I will get him to check, I have also offered him my remote to check as well

[nigea99]

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@Kevin+7.1 wrote:

Good Question! Can they unpair after being installed by a sky engineer? From what he has said it seems like this may be the issue, I will get him to check, I have also offered him my remote to check as well

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hi @Kevin+7.1 

It is certainly unusal for a remote to be become unpaired - more likely to get reset, but even that is not common.

It certainly is worth him trying a full reset & re-pairing again - although it will mean doing so with  line line of sight until paired in Bluetooth mode again

To reset
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  the 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

BTW to set to Infrared only mode rather than a full reset,  it is done by pressing & holding 4 & 6

P. S. In my experience bluetooth is very effective  - my box is out of sight in an alcove by ny front window & to test  I have used my bluetooth remote outside in my back garden (So through 2 rooms & 2 walls) & from my rear upstairs bedroom 

As others have indicated there is always a possibility that something else is causing interference

[Kevin+7.1]

Thanks guys great help, will let you know how he gets on. 

[Laing1]

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@Kevin+7.1 wrote:

Thanks guys great help, will let you know how he gets on. 

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@Kevin+7.1 glad to have hopefully been of some help 😀

[Kevin+7.1]

I can confirm they were able to reset and then re pair the remote, they say it paired ok and is working better than ever now!

Thanks for your help guys

[Laing1]

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@Kevin+7.1 wrote:

I can confirm they were able to reset and then re pair the remote, they say it paired ok and is working better than ever now!

Thanks for your help guys

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@Kevin+7.1 excellent news