sky stream remote will not connect to tv - two new tvs tried

[PeterO1]

Hello

I bought a new LG tv and initally it connected to the sky stream remote. disconnected about one week later, tried everything and sky sent me a new remote. Still didnt connect to the new LG tv. My son has a Samsung so I exchanged the LG for a new DU7100 - got this home set up (took ages) and still remote did not connect ???? I returned the Samsung as the picture quality is terrible. Coudl anyone please advise - why have I now got two sky remotes that will not connect to any new tv and which manufacturer is best suited to sky.

please note - my eyesight is not good so teh sky remote to turn off/on and use volume is a big help

Thank you Peter 

[Deedee36]

@PeterO1  Your remote should connect easily to either a samsung or lg tv have you

followed the steps below 

https://www.sky.com/help/articles/your-sky-glass-remote#:~:text=Useful%20info&text=To%20pair%20your%....

[Deedee36]

https://www.sky.com/help/articles/remote-control-help-sky-glass

[PeterO1]

Thanks for your reply

I have tried all the instructions including resetting and hard reset on the puck, I have reset the remote - press 7 + 9 for 3 secs, then press 1 + 3 to connect (this more than 20 times now after resets , new remote from sky etc etc. I was happy with the LG LQ6000 until the sky remote disonnected and wouldnt reconnect - after trying the new remote from sky therefore two remotes not connecting I though teh new TV was faulty so returned it - I am at my witts end with this now, currnetly using an old Toshiba - which also will not connect to sky remote. 

Do I need a sky engineer ?? 

[PeterO1]

@Deedee36

Thanks for your reply

I have tried all the instructions including resetting and hard reset on the puck, I have reset the remote - press 7 + 9 for 3 secs, then press 1 + 3 to connect (this more than 20 times now after resets , new remote from sky etc etc. I was happy with the LG LQ6000 until the sky remote disonnected and wouldnt reconnect - after trying the new remote from sky therefore two remotes not connecting I though teh new TV was faulty so returned it - I am at my witts end with this now, currnetly using an old Toshiba - which also will not connect to sky remote. 

Do I need a sky engineer ?? 

[Deedee36]

@PeterO1  Are you getting any onscreen message while trying to pair your remote??

[PeterO1]

@Deedee36 

yes everything works just as when i first connected to the LG tv. the remote connects to teh tv (press 1 +3 ) - then asks if i want to control tv with sky remote - answer yes. Go through 15 settings - test volume, does this work yes/no - press no go to next setting (all 15) then goes to select model of tv - two brand new tvs not listed - select manufacturer (Ive tried both LG and Samsung) try volume for all settings - come to teh end and teh message is - your tv is not compatible please use your tv remote. As per the start of my message the LG tv worked perfectly well for over one week then stopped.

I now need to buy another tv so want to make sure it will work - I do appreciate your help, thank you.

[Deedee36]

@PeterO1  When you get to

model number of tv select I know 

it instead of find it for me and try manually entering your tv model number 

[PeterO1]

@Deedee36 - I did try this -  both new models have not been listed - i tried this for the LG LQ6000 and the Samsung DU710 

[Deedee36]

@PeterO1  I've escalated this for you,a member of sky staff will be in touch via message 

[PeterO1]

@Deedee36thank you 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @PeterO1.

[PeterO1]

@Addie15 @Deedee36 

Hi Addie. I received an email that you have sent me a message but the link does not work. 
I have tried my sky stream puck, the original remote and new remote (sent by sky) on 3 different TVs now and none work. 
Regards Peter. 

[PeterO1]

@Addie15 @Deedee36 

I have wasted hours typing out my problems and the sky representative has obviously not read them as they say my tv is probably not compatible????????

I've tried three TVs. ?????????

This method of communication is absolutely useless and a complete waste of time. 

[PeterO1]

@Addie15 @Deedee36 

Just to clarify the new LG tv did work with sky remote for one week so how can it possibly be "not compatible".