Sky Q remote keeps losing ling to t.v.

[MUMMYG]

My 90 year old father had Sky installed last week.  Almost as soon as the engineer left the remote stopped working with the t.v but still worked with the Sky box.  They sent an engineer out who sent it up again - Dad did it a few times and it worked fine.  Within an hour of the engineer leaving it stopped again.

I've come down to see if it was user error - he showed me what he was doing and it worked, the t.v came on - then a message appeared on the screen saying 'not connected' and the remote wouldn't work with the t.v.  I turned the t.v off - tried to turn it on a couple of times and it wouldn't work.  Then suddenly it did - then didn't and so on.

Of course I can't get to speak to an actual human being amd none of their AI menus address this issue.

Can anybody help or we will end up cancelling.

[Addie15]

Hi there, @MUMMYG. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Chodley]

The "not connected" message on the TV doesn't sound like anything to do with the remote, unless it's talking about its own remote which might be bluetooth based.

[MUMMYG]

Not heard anything yet.

[Mr+Flibbles+86]

We are still looking to help you @MUMMYG . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[MUMMYG]

@Mr+Flibbles+86 

I never saw any invite and the problem is still not sorted.

[Addie15]

Hi there, @MUMMYG. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147