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' ?