how to get a new remote control???

[Salbo1970]

My remote control has stopped working. I've tried new batteries and a re-set, however the re-set failed. I've gone to the page on Sky's website that says 

Lost, stolen or damaged Sky Q equipment

If your Sky Q equipment has been lost, stolen, or damaged you'll need to contact us using the ‘Still need a hand’ section below to replace your remote. The quickest option is to fill out the online form.

If your Sky Q equipment is not working for another reason, follow the available troubleshooting online before contacting us.

Did you get the help you need?

Our contact centres are particularly busy and we're sorry if call queues are longer than normal right now. Please follow our help guides before calling.

Yes, that workedNo, I still need help

As you can see - there is no "need a hand" section shown!!! And - as per usual - Sky's contact centres are too busy for me to want to hang on the phone for hours on end hoping someone will answer. 

Sooooo fed up with their web pages being this unhelpful - if you say there's a link to "Still need a hand" then have the link there! 

Anyone know how I'm meant to get a new remote control when they refer to a link that isn't there and aren't answering their phones??? TIA.

[Daniel0210]

@Salbo1970 
After checking the basics, ie; fresh batteries, re-pairing etc if your Sky Q remote is definitely broken/faulty, if you follow this link it should allow you to do some more troubleshooting and then it’ll send you to a form to request a replacement (apparently this is not available to customers in the ROI).
https://www.sky.com/help/articles/lost-stolen-damaged-sky-q-equipment#get-in-touch

(may be different to what you've already seen)

It may be quicker to purchase a new remote from a retailer or larger supermarket. If you do that as well as the above you’ll have a spare.

[Crazy+Dog+Person]

The problem I have with my remote isn't listed, it's actually coming apart. It's getting worse, some of the buttons are starting to sink. I can still press them but ith difficulty, in time I think it's going to come apart completely and I'll be left with two separate halves.

[Daniel0210]

@Crazy+Dog+Person 

My earlier post applies in your case too. 

[MightyQuinn]

Hi @Crazy+Dog+Person   it sounds like your remote doesn't control the box because it is falling apart.  I would choose that option.

[Paul1836]

Just done the form.

Had issue that my controller started consuming batteries a set per week all of a sudden., tried all troubleshooting. but no joy Not listed as a fault so chose "not controlling Sky box".

[Theresa+willus]

My Sky remote  is not working  need a new one thanks

[Daniel0210]

@Theresa+willus 
After checking the basics, ie; fresh batteries, re-pairing etc if your Sky Q remote is definitely broken/faulty, if you follow this link it should allow you to do some more troubleshooting and then it’ll send you to a form to request a replacement (there is the possibility this is not available to customers in the ROI).
https://www.sky.com/help/articles/lost-stolen-damaged-sky-q-equipment#get-in-touch

It may be quicker to purchase a new remote from a retailer or larger supermarket. If you do that as well as the above you’ll have a spare.

[Lee521]

New/replacement remote:

thanks for posting this link it worked perfectly. new one is on the way😀

[Lee521]

Thanks DANIEL-0210 for posting that link

[saramo]

Remote been broken for days. New batteries failed .Sky ignoring me. Won't answer phone. And I'm paying £150 up from last bill. I am a VIP customer! Cancelling next payment. #SKYFAIL

[Mister_Dalek]

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@saramo wrote:

Remote been broken for days. New batteries failed .Sky ignoring me. Won't answer phone. And I'm paying £150 up from last bill. I am a VIP customer! Cancelling next payment. #SKYFAIL

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Every Sky customer is labelled as a VIP - it's just a marketing term, it doesn't make you any more special than any other customer. 

You can purchase replacement Sky Q remotes from supermarkets and retailers such as Argos and Amazon or you can follow the troubleshooting online to request a replacement remote under warranty from Sky.

Sky's help pages are currently offline though for maintenance and updates so you'll need to persevere on the phone. 

Cancelling your next payment is not a good idea. This will do nothing to benefit you. It will merely trigger a bad credit report on your credit file and Sky will turn your services off until payments are made. 

[PandJ2020]

@saramo Do you have an iPhone or iPad?  (If so the Sky Go app has a virtual remote control)

[AnicearPemberto]

My remote is not working tried 7and9 test and 1_3 test still not working need a new remote 

[lettice]

@AnicearPemberto 
If you  have not already done so, have a read of this Sky help article;

https://www.sky.com/help/articles/fix-remote

If that still does not help, on step 4 of that article, press 'No I still need help, and 'Contact Us' and it will present you with an online form to request a replacement remote control.

In the meantime, while waiting for your replacement remote, if you have an Apple phone/ tablet you can use a virtual remote to control your Sky Q box.

First get set up with Sky Go. Then:

1. Open the Sky Go app

2. Make sure Sky Go is connected to your Sky Q box

3. Press the Settings button in the top left corner

4. Under Devices, select Sky Q remote

5. The Virtual Remote will open - you can select which Sky Q or Sky Q Mini box you want to control.