Sky Q remote control problems since fibre broadband install

[Jaranada]

Hi, we have Sky Q, with fibre broadband.  Hub is within five feet of main tv in lounge.  Also have 1 multi room, Mini box.  Both TVs are Sony.  Both have surround sound systems attached.

Since fibre installed, odd behaviour by remote controls!  Main tv - use Sky button to turn everything on as before (tv, Sky box, sound system).  Previously, no issues.  However, since install, TV comes on for a few seconds, then turns off.  When we turn it on again using Sky button, it stays on.  If we use the TV remote to turn on TV, no problem, so issue seems to be with Sky remote.

With the second set up, using Sky button on remote only turns on mini box (green light) but no TV and no sound system.  Have to use individual remotes instead.  Batteries changed, no improvement.

Any ideas/suggestions?  Is there a way of resetting the remotes?  Do I need to re-pair them with the Sky box maybe?  Tried unplugging box for a minute but no difference.  Thanks for any advice!

[oldfella]

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@Jaranada wrote:

Hi, we have Sky Q, with fibre broadband.  Hub is within five feet of main tv in lounge.  Also have 1 multi room, Mini box.  Both TVs are Sony.  Both have surround sound systems attached.

Since fibre installed, odd behaviour by remote controls!  Main tv - use Sky button to turn everything on as before (tv, Sky box, sound system).  Previously, no issues.  However, since install, TV comes on for a few seconds, then turns off.  When we turn it on again using Sky button, it stays on.  If we use the TV remote to turn on TV, no problem, so issue seems to be with Sky remote.

With the second set up, using Sky button on remote only turns on mini box (green light) but no TV and no sound system.  Have to use individual remotes instead.  Batteries changed, no improvement.

Any ideas/suggestions?  Is there a way of resetting the remotes?  Do I need to re-pair them with the Sky box maybe?  Tried unplugging box for a minute but no difference.  Thanks for any advice!

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Hi @Jaranada 

With the second TV make sure that HDMI control is turned on in the Mini (Home - Settings- Setup - Audio Visual) and also Bravia Sync is on in the TV Settings.

To completely reset the Q remotes

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 led flashes and follow onscreen instructions to re- pair.

[bob1234]

@JaranadaChanging your broadband should make no difference to your controllers

Try this link for help with your Q remotes
https://www.sky.com/help/diagnostics/sky-q-remotes/what-would-you-like-help-with.

[Jaranada]

Hi @oldfella @bob1234 

Thanks very much for your instructions on re-pairing the remote.  It looked like this solved the issue and It got very exciting for a while as, after doing this, I turned the TV on and it stayed on, so it looked resolved.  However, the next time I turned on the TV, it turned off again after a few seconds, so back where we were.  I repeated the re-pairing process and again, it was fine the next time but then it wasn't.  

The issue with the multi room box has resolved itself, so that one is sorted.  I'm not sure what next for the main TV - maybe it'll sort itself too!  
Many thanks again.

[oldfella]

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@Jaranada wrote:

Hi @oldfella @bob1234 

Thanks very much for your instructions on re-pairing the remote.  It looked like this solved the issue and It got very exciting for a while as, after doing this, I turned the TV on and it stayed on, so it looked resolved.  However, the next time I turned on the TV, it turned off again after a few seconds, so back where we were.  I repeated the re-pairing process and again, it was fine the next time but then it wasn't.  

The issue with the multi room box has resolved itself, so that one is sorted.  I'm not sure what next for the main TV - maybe it'll sort itself too!  
Many thanks again.

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Hi @Jaranada 

How are you turning the TV on?

[Jaranada]

Hi,

I use the Sky button to turn on all three elements; the Sky box, the TV and the audio system. If I use only the Sky remote On/Off button to turn on the Sky box and use the TV remote and audio remote to turn on the other bits, the TV stays on, which is why I thought the issue must be with the Sky remote? 

[oldfella]

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@Jaranada wrote:

Hi,

I use the Sky button to turn on all three elements; the Sky box, the TV and the audio system. If I use only the Sky remote On/Off button to turn on the Sky box and use the TV remote and audio remote to turn on the other bits, the TV stays on, which is why I thought the issue must be with the Sky remote? 

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Hi @Jaranada 

"I use the Sky button to turn on all three elements; the Sky box, the TV and the audio system"

Is this just one short press on the Q remote standby button?

[Jaranada]

Not a short press, no, if I don't press it for long enough, the TV comes on but not the Sky box. 

[bob1234]

@JaranadaIt should only need a short press, check that both your Sky box and TV have HDMI control (CEC) turned on. How have you connected you sound equipment.

[Jaranada · Accepted solution]

Hi @bob1234 @oldfella 

thank you for all your advice - eventually, the issue was solved by replacing the remote control and all is now working as it should.  
Many thanks again, Jan

[Sammy121]

I would prefer to speak to someone 

[Sammy121]

I need to get a new remote for my main tv.

[Sammy121]

This is ridiculous I need to speak to someone 

[Laing1]

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@Sammy121 wrote:

This is ridiculous I need to speak to someone 

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@Sammy121 Afraid you are not contacting Sky's customer services on here, this is a customer to customer forum where customers help each other.

You can contact Sky by phone by dialling 150 if Sky is your phone provider or by following the link below
https://www.sky.com/help/home
scroll down to need more help click on this and you will find a phone number. If you are in ROI please change the flag at the bottom right to the ROI flag