EE Pro box remote problem

[Cynogwen]

I have a new BT EE Pro box but the remote has stopped controlling the volume! If I reset the remote it works for a couple of seconds and then freezes again! The batteries are fine - what’s the fix for this?

[Midnight_Voice]

@Cynogwen 

If you are running the Pro box in Surround Mode, the volume from the box is fixed, and you will need to be controlling the TV volume.

Which the remote can do only if the Pro box is connected to the TV by HDMI, and the TV is at least in standby, and the TV make and model is one the Pro remote knows about, when you first use it again after resetting it, and you pair it again, as here:-

https://www.bt.com/help/tv/fix-a-problem/remote/which-remote-do-you-have/resetting-your-remote-contr....

I take it that though you say ‘freeze’ the remote doesn’t actually freeze, everything keeps working OK except the volume buttons? So try the above and see if it works.

Otherwise, you have a different problem here; try changing the audio in Settings on the Pro box to Stereo, see what happens.

if still no go, try a different HDMI cable, and restart the procedure above from the remote reset onwards.

If still no go, what is the make and model of the TV?

[Cynogwen]

Yes, the remote works fine for everything else - its just the volume which freezes! Also, sometimes, even after resetting the remote (when it starts to work again...even if only for a few seconds) the volume sometimes jumps way up full even whilst I'm turning it down! The EE Pro Box is new and has been working fine until a few days ago. I'll try changing the settings as you've suggested. My tv is a Sony Bravia

[Midnight_Voice]

@Cynogwen 

There are a lot of different Sony Bravia TVs, but the Pro box should have a handle on them; it’s pretty much organised by make.

[Cynogwen]

Thanks again for the info - I'll try your suggestions later and report back. Cheers,