Sky Q touch Remote control completely stopped working!

[Belle34]

Yesterday switched on my Sky Q box only to discover my Sky Q touch remote volume was nonexistent. The red mute button was now grey and was all that would show when trying to put volume up or down. Tried all the usual things, no joy. Called Sky, gentleman went through several options with me, nothing worked. Only option to send me a new remote in 3-5 working days. Ok... But after I hung up the call I could no longer switch the TV off with the remote. I hate to switch it on and off manually at the wall. Now this afternoon, switched it on at the wall (because I have been watching BBC iplayer on my phone for volume while watching tv, what's a girl to do) and the TV will not switch on at all. The remote does not work at all. So how am I supposed to set up a new remote when it arrives? How does a remote do this? Anyone any clues? And the gentleman did all the hold down 1-3 7-9 input your TV make etc we did it all. I do not understand how it went from no volume to no switching off, to a blank screen in 24 hours? HELP? 

[nigea99]

hi @Belle34 

if you can, see if you can find any buttons on the back of the TV - whilst some TVs no longer have physical buttons, many do have them although they can be hard to find

If you can post the make & model of your TV we can see if we can find more info on where such buttons might be.

[nigea99 · Accepted solution]

@Belle34 

I forgot to mention, also, if you can find the TV's own remote to use that

[Belle34]

Sadly the remote for the TV no longer works. I never use it, only the Sky remote, so when I went to use it the battery had leaked! It's an LG tv? Model I have no idea? 

[Belle34]

I found some buttons underneath the front of the TV managed to switch it on, thank you 🙏🏻 At least I'll be able to set up a new remote when it comes hopefully 🤞🏻 

[MightyQuinn]

Hi @Belle34   Compatible TV remotes are very cheap from a well known on-line retailer. You should be able to get the remote model number from the broken TV remote. Perhaps under the batteries.

[nigea99]

@Belle34Glad you have managed to get your TV switched on and operate it using the buttons 

If your SKY remote is not working, whilst you wait for a replacement if you have a mobile device on Apple iOs or Andorid the SKY Go app now has a virtual remote which should be able to operate your SKY Q box

[Belle34]

Oh that's interesting? I have an Apple iPhone, but I'm a bit of a dinosaur when it comes to technology. I don't really do apps much. Are you says, (excuse my ignorance) that if I download a specific Sky app I should be able to use my phone as a remote control? Or did I just have a blonde moment even though I'm brunette lol...

[nigea99]

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@Belle34 wrote:

Oh that's interesting? I have an Apple iPhone, but I'm a bit of a dinosaur when it comes to technology. I don't really do apps much. Are you says, (excuse my ignorance) that if I download a specific Sky app I should be able to use my phone as a remote control? Or did I just have a blonde moment even though I'm brunette lol...

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hi @Belle34 

Yes if you download & go into the SKY Go app, you should be able to use it to control your SKY Q box

[nigea99]

hi @Belle34 

See this video

https://www.youtube.com/watch?v=lYEtZNQo8b4

[Belle34]

I got the app and tried it says...No boxes found!

What do I do now? What could the issue be? Is it not just the remote then? 

[PandJ2020]

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@Belle34 wrote:

I got the app and tried it says...No boxes found!

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Your device needs to be on the same subnet as the Q box, i.e. ensure your device is connected to the same WiFi.

[Belle34]

Yes I have checked, both are on the same WiFi, I only have one and that's Sky. When I go to settings on my tv it says Network connection ✔️ Network set up connected to broadband router and internet ✔️ ✔️ 

Underneath where it says Watch via Sky go ❌ Your Sky Q box is not enabled to connect to Sky Go

then there is a Reactivate option. I clicked confirm to reactivate but the above message still shows? Just my luck...

[Belle34]

Yes I have checked, both are on the same WiFi, I only have one and that's Sky. When I go to settings on my tv it says Network connection ✔️Network set up connected to broadband router and internet ✔️✔️ 

Underneath where it says Watch via Sky go ❌ Your Sky Q box is not enabled to connect to Sky Go

then there is a Reactivate option. I clicked confirm to reactivate but the above message still shows? Just my luck.

[Belle34]

Think I found the issue...

" If you have a Sky Q subscription and you are connected to WiFi, "

I no longer have a subscription, my contract ran out and I have not made a new one. He tried to get me to make a new one when I called about the remote... but I was not in the mood after I was told a new remote could take up to 5 working days. So I think that's why. Found it in the Sky Q app Frequently Asked Questions. Thank you everyone for your help though. Would have been a great solution. I will just have to be patient and wait for the new remote to arrive. Thank you sincerely 👍🏻