Sky Q touch remote not working, discontinued?

[Belle34]

My Sky Q Touch remote volume stopped working on Saturday. Long story short did all the things, contacted sky, sent out a new remote... arrived today YAY! Wrong remote! It's a Sky Q remote. Called Sky again... after an hour and a half on the phone, not waiting, TALKING, they ordered me another incorrect remote, then came back said they no longer supply Sky Q Touch remotes their system no longer supports them and that I have to pay £19.99 which they will credit onto my Sky account to send me a remote that will get volume working. I asked the model, she could not tell me, it would be another few days for it to arrive. My frustration is through the roof at this point. Not only was three days wasted by the incompetence of the first person I spoke to on Saturday, but I've wasted an hour and a half to be told no volume for a few more days...BUT her system was not working to take a payment so we agreed to end the call and she would call me back. That was three hours ago. No phone call. My question is, if I buy a Sky Q touch remote from an online retailer will it work as normal or is it a system update that has the volume failing on purpose? Anyone else with a Touch remote still working as normal? Because now I have to call back explain the who senario to someone new and get them to send me this "mystery" remote she spoke of. Oh and I was told I would get £15 compensation for 4 days of no tv and that was and I quote "a lot"... You can't make it up!

[PandJ2020]

Yup, Sky no longer supply touch remotes.

...but they still work!  (I still have one)

[Daniel0210]

@Belle34 

Yes, my original Sky Touch remote from when I first upgraded to Sky Q in November 2019 is still going strong.

[Laing1]

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@Belle34 wrote:

My Sky Q Touch remote volume stopped working on Saturday. Long story short did all the things, contacted sky, sent out a new remote... arrived today YAY! Wrong remote! It's a Sky Q remote. Called Sky again... after an hour and a half on the phone, not waiting, TALKING, they ordered me another incorrect remote, then came back said they no longer supply Sky Q Touch remotes their system no longer supports them and that I have to pay £19.99 which they will credit onto my Sky account to send me a remote that will get volume working. I asked the model, she could not tell me, it would be another few days for it to arrive. My frustration is through the roof at this point. Not only was three days wasted by the incompetence of the first person I spoke to on Saturday, but I've wasted an hour and a half to be told no volume for a few more days...BUT her system was not working to take a payment so we agreed to end the call and she would call me back. That was three hours ago. No phone call. My question is, if I buy a Sky Q touch remote from an online retailer will it work as normal or is it a system update that has the volume failing on purpose? Anyone else with a Touch remote still working as normal? Because now I have to call back explain the who senario to someone new and get them to send me this "mystery" remote she spoke of. Oh and I was told I would get £15 compensation for 4 days of no tv and that was and I quote "a lot"... You can't make it up!

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@Belle34 as @PandJ2020 says Sky discontinued the touch remotes around 2019/20 ish so the one they sent you will be the most recent version of the remote with a blue voice control button on the front of the remote.

@Daniel0210 I still have a working version 1 touch remote from 2016 and a working version 2 as well from 2017 

[nigea99 · Accepted solution]

@Belle34 

The new remote you have been sent works in exactly the same way with SKY Q box & TV as your old Touch remote.

It does need set up to do  so (just as the touch one did). by pressing & holding 1 & 3 together and following the instructions

In fact other than the touch aspect they work the same, although some buttons are in different places (especially the voice button)

[TimmyBGood]

@Belle34 

For information, the original 'smooth' Touch remote only shipped with the original Sky Silver 2TB UHD box released in 2016.  It was replaced by the 'button' Touch remote with the v2 main Q box in 2017-18, and this was then dropped entirely from manufacturing in 2019 when the button Voice remote became the only option.

Touch remotes are still supported by the Q operating system: there just aren't going to be many remaining in use.

[Belle34]

Yup, tried that... same issue no volume won't switch the tv on or off. A new lady at Sky did call me back twice and is sending me something called an adapted remote? For free and guaranteed sound, so fingers crossed. 

[nigea99]

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@Belle34 wrote:

Yup, tried that... same issue no volume won't switch the tv on or off. A new lady at Sky did call me back twice and is sending me something called an adapted remote? For free and guaranteed sound, so fingers crossed. 

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hi @Belle34 

What is the make & model of your TV ?

When you go through the pairing process do you try to enter the model of your TV or do you use the 'Find it for me option' ? 

[Belle34]

Find it for me option, that's what the Sky assistant told me to do. I selected LG then find the model for me option, when through 15 selections several times and never worked. 

[Belle34]

I still had the same issue though? It worked for changing channels etc but not volume, tried the volume search on the control LG tv find my tv went through 15 options still the new Sky Q remote would not work for volume or switch my TV off? 

[nigea99]

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@Belle34 wrote:

Find it for me option, that's what the Sky assistant told me to do. I selected LG then find the model for me option, when through 15 selections several times and never worked. 

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hi @Belle34 

We do generally recommend the Find it for me & most people have success with that.

Sometimes we find that lower end TVs are actually manufactured under licence so, please may I suggest you try Vestel instead of LG & if no success with any of the codes for Vestel , try 'Other Brand'

[Chodley]

I would try entering the model number first

How a new remote was supposed to solve not having the right IR codes is a mystery to me.

[Belle34]

Well I am not a sky technician, that's what the professional at sky talked me through. So if he did not know what he was doing and it's his job to know... I don't know how, I, a complete technophobe would be supposed to know. That's why I came and asked for advice, after the fact when the "new" incorrect one arrived. Which now I know they do not send out any more, which again the technical person did not explain. So... I am simply trying to get sound on my TV having had none since Saturday. I have bought a new TV remote arriving any time within the next few hours and Sky are sending me accessibility remote? Even though they have just sent me a second sky Q remote. I am hoping, it was due to the first young girls error yesterday ordering the wrong remote again and it not being cancelled properly. Because the Second Lady I spoke to our call never ended and got sorted till 5:50 pm so I am still expecting a third different remote to arrive. Talk about a calamity... Can you upload pictures here? Lol I'd happily upload the two identical remotes... 

[nigea99]

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@Belle34 wrote:

Well I am not a sky technician, that's what the professional at sky talked me through. So if he did not know what he was doing and it's his job to know... I don't know how, I, a complete technophobe would be supposed to know. That's why I came and asked for advice, after the fact when the "new" incorrect one arrived. Which now I know they do not send out any more, which again the technical person did not explain. So... I am simply trying to get sound on my TV having had none since Saturday. I have bought a new TV remote arriving any time within the next few hours and Sky are sending me accessibility remote? Even though they have just sent me a second sky Q remote. I am hoping, it was due to the first young girls error yesterday ordering the wrong remote again and it not being cancelled properly. Because the Second Lady I spoke to our call never ended and got sorted till 5:50 pm so I am still expecting a third different remote to arrive. Talk about a calamity... Can you upload pictures here? Lol I'd happily upload the two identical remotes... 

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hi @Belle34 

If you are without sound have you tried looking for  physical buttons for the sound on the TV (they are likelyu t be near the power on button)

Did you manage to try setting the code for Vestel or other brands ?

BTW I am not sure that the accessibility remote will help with this 

Also note the remotes you will have been sent are not incorrect, just not like the old touch one you had and are used to.