The buttons on the remote for my multi room are mixed up

[Geoffrey99]

I can switch on  my multi room box but then can't do anything. I can use the voice to select a channel and then some buttons work. But if I press the up arrow it works, but the home button works as the down arrow. The down arrow freezes the picture. The left arrow switches the remote off, etc.

[oldfella · Accepted solution]

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@Geoffrey99 wrote:

I can switch on  my multi room box but then can't do anything. I can use the voice to select a channel and then some buttons work. But if I press the up arrow it works, but the home button works as the down arrow. The down arrow freezes the picture. The left arrow switches the remote off, etc.

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Hi @Geoffrey99 

Try removing the batteries and then press each button on the remote.

Replace the batteries and then  completely reset the mini remote as follows 
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 mini box and press 1 & 3 together until the remote led flashes and follow onscreen instructions to re- pair.

[Geoffrey99]

I am unable to remove the casing on the remote in order to remove the batteries - there must be an easy way, but I can't find it

[Geoffrey99]

I took the batteries out, pressed all the buttons and put the batteries back. Pressed 7 and 9 tpogether forever and then 1 and 3, which just attempted to re-pair the box - I was unable to acknowledge the 'Continue' that was showing, because the middle button is still not working. I still just get the first picture and menu when I switch on the box and unable to continue beyond that screen.

[oldfella]

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@Geoffrey99 wrote:

I took the batteries out, pressed all the buttons and put the batteries back. Pressed 7 and 9 tpogether forever and then 1 and 3, which just attempted to re-pair the box - I was unable to acknowledge the 'Continue' that was showing, because the middle button is still not working. I still just get the first picture and menu when I switch on the box and unable to continue beyond that screen.

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Hi @Geoffrey99 

Check the following link and it will lead to a form for a replacement remote.
https://www.sky.com/help/articles/lost-stolen-damaged-sky-q-equipment
In the meantime if you have an Apple device with Sky Go you can set up a virtual remote to control your Q boxes.
See following link.
https://helpforum.sky.com/t5/Sky-TV/Virtual-Sky-Q-Remote-Now-Available-on-Sky-Go/ba-p/4363637?