Remote control help

[LJ31]

Hi,

Had Sky Q for a few years, the Sky remote would also  control Samsung TV  power and volume. Just connected Skysteam and new remote. Cannot link new remote successfully to volume control as I found the old Sky remote was still controlling that. So removed the old Sky Q remote connection. Still unsuccessful in connecting the new remote to the TV controls. So now have no volume control at all. The TV remote doesn't work on volume either.....
The Stream HDMI connection and old Sky Q connections are still both connected to the TV.

Do I still need the Q connection anymore? 

Thanks for any help with this, at least the current fixed volume is audible!

[Fothergill1]

Hi @LJ31 and welcome to the forum.  Your remote certainly should control a Samsung TV as I have no issues with mine.  You don't need your Sky Q box connected to your TV so I would disconnect it.  You will have to return it to Sky anyway.

I would reboot the puck by unplugging it for a couple of minutes and then plugging it in again and it will reboot which takes a couple of minutes).  After that reset and pair the remote again as follows"

1.   Press and hold 7 and 9 together on your Sky remote for three seconds.
2.   Press and hold 4 and 6 together for three seconds.
3.   Press and hold 1 and 3 together for three seconds and follow the on-screen instructions.

If that doesn't help post back here.

There was an excellent post recently on the issue posted by @lettice but I can't find it or I would have pointed you to it.  I have tagged him into this post so hopefully he will see it.

[Fothergill1]

Hi again @LJ31  I have now found the post I was referring to above posted by @lettice  (I remembered I bookmarked it)

If the advice given in my first post doesn't resolve your problem have a look at post 4 in this THREAD

Good luck.

[LJ31]

Hi,

 thanks very much for the suggestion, I've tried both suggestions but no joy.

I will probably need the whole set up looking at 

[Fothergill1]

@LJ31  Lets try a recovery process of the puck.

To reset the puck do as follows:

1. On your Sky remote, press 4 and 6 together for three seconds. This will reset your remote.
2. Switch off the Sky Stream puck at the mains plug socket. There's no need to unplug it.
3. Press and hold the Standby button on the bottom of the Sky Stream puck. 
4. Keeping your finger on the button (underneath the puck), switch the power back on at the mains and wait until you see the LED lights flash amber then red or green,  then remove your finger.
5. Let the Sky Stream puck complete the recovery process. This can take a while up to 15 minutes, depending on your broadband speed.
6. Switch the Sky Stream puck back on and follow the on screen steps to set it up (including pairing the remote again).

Step 4 of the this LINK covers the recovery process (ignore the title of the help guide)