Remote Not Responding

Is your remote not controlling the TV? If so, you may be able to get the remote working again by following these steps:

• First, consider the following:
  • When did it last work? Have you made any changes to your television setup since then?
  • Do any buttons work, like the channel up and down buttons, or the volume up and down buttons?
  • When you press a button on the remote, does the STB button light up?
• The STB button does light up when I press a button, but nothing happens.
  1. Make sure there is a clear line-of-sight between the remote and set-top box.
  2. Replace the batteries in the remote, as they may be weak.
  3. You may need to program the remote for the set-top box again. Follow the steps here to program your remote control to your set-top box.
  4. If the remote is still not responding, please call 1.877.327.4440 to arrange a swap of your remote.
• The STB button does not light up, and nothing happens.
  1. Replace the batteries in the remote, and verify they are installed correctly.
  2. If the remote is still not responding, please call 1.877.327.4440 to arrange a swap of your remote.
• STB does not light up, but the TV button does, and I can still change the volume and control power for the television.
  1. Press the STB button on the remote, then try Guide, channel up and down, and volume up and down.
  2. Make sure there is a clear line of sight between the remote and set-top box.
  3. Replace the batteries in the remote, they may be weak.
  4. You may need to program the remote for the set-top box again. Follow the steps here to program your remote control to your set-top box.
  5. If the remote is still not responding, please call 1.877.327.4440 to arrange a swap of your remote.
• The STB button lights up and I can change channels using Channel Up and Down or by entering the number, but I can’t bring up the Guide or Menu.
  1. Press the STB button, then try Guide and Menu again.
  2. Make sure there is a clear line-of-sight between the remote and the set-top box.
  3. Replace the batteries in the remote, they may be weak.
  4. You may need to program the remote for the set-top box again. Follow the steps here to program your remote control to your set-top box.
  5. Determine the type of cabling in use that connects the set-top box to the television. Has this changed recently? The set-top box only sends the menu and guide through one input at a time, and may still be trying to use the previous output method.  To change it, either:
     • Cable it up the way it was previously and go to Menu, then Settings, then Display, then change Connector Type to the desired output, then press Save. The menu will now disappear, and you can change the cabling in use to the desired standard.
     • Call 1.877.327.4440 for assistance, as we can change the display type remotely.
• My remote has no STB button, just TV and CBL buttons.
  Please call 1.877.327.4440 to arrange a swap of your remote.We no longer support the silver coloured “Polaris” remote control.
• My remote is the Big Button Remote.
  To find your type of remote, click here.
  1. Press the STB button. This may turn the television off. Press the STB button again to turn it back on. Now try pressing Guide and Menu.
  2. Make sure there is a clear line-of-sight between the remote and the set-top box.
  3. Replace the batteries in the remote, they may be weak.
  4. You may need to program the remote for the set-top box again. Follow the steps here to program your remote control to your set-top box.
  5. If the remote is still not responding, please call 1.877.327.4440 for assistance.