Remote control won’t control volume

[StevieR12]

Recently joined BT.

2 TVs, one Pro Hub, one mini hub.

Both configured the same as far as I can see. Sound set to Stereo, Remote set to control TV, CEC setup on TV….

Pro Hub works as expected.

Mini Hub switches TV on & changes channels but does not switch TV off and will not control volume.

Have tried Home+7, Home+9, Factory Reset… no help. 

Anyone have any other suggestions?

[Peter_W]

Welcome to the Community, @StevieR12.

Are each of the TVs that you're connecting to the same model, or are they different?

Whilst we aim to support as many TVs as possible for control with your EE TV remote, we aren't able to guarantee that all will be covered.

It's also worth swapping the remotes between the two boxes and using Home + 7 to re-pair them - if the issue follows the remote then this is something that can be troubleshoot further, or it stays with that TV the issue likely lies there.

Peter

[StevieR12]

Both Hisense TVs but different models. 

The one that works is a HISENSE 55E7QTUK

The one that doesn’t is a HISENSE 43A7GQTUK

I have tried swapping the remotes with no positive result - in fact, I ended up having to do a factory reset to get back to where I was before.

[Peter_W]

Thanks for giving that a go, @StevieR12.

That would usually point to this being more linked to the TV than the remote or EE TV box.

As I mentioned we aim to support as many TV brands as possible for this, but we can't guarantee this considering the wide range of TVs out there.

Peter

[StevieR12]

Appreciate your comment but surely CEC is CEC.  If the remote can control power on and channel selection via CEC and is recognised on the CEC device list, I am confused as to why it would not control volume or power off especially as the TVs are the same brand.

Before moving to BT (due to a house move) a couple of weeks ago, I was with Virgin and the TV in question was fully controllable with the Virgin remote .

Thanks anyway

[DarrenDev]

@StevieR12 CEC isn't used to send control messages to the TV - it's used to identify the make and model of the TV (via the EDID), and then configure the remote to send the relevant IR signals. Where a manufacturer/model has multiple codes configured, the remote uses the most common one.

For the remote that DOES correctly control the TV, does it also control your other TV?  If so, then you could temporarily connect that TV Box to the other TV and reset the remote, so that it's configured with the same commands. Then move it back.