Remote no longer works after internet outage

[Doodie]

Hi, we lost our internet connectivity recently & when restored, we then found our BT remote no longer worked. Have tried rebooting, changing batteries, resetting (per BT help page said to press Home and 9 at same time - Nothing..)

So we're not able to control our tv at all. The purple button on the box comes on when manually pressed but there's no interaction with the remote whatsoever.

Anyone can help? Thanks.

[JohnC2]

Hi @Doodie, welcome back and sorry that the remote is no longer working since the internet was restored.

You've already tried resetting the remote so the next option would be to start again with a Factory Reset.
Try the soft option first so you won't lose any recordings etc already set up. If that doesn't work then and if you can access the menu, you have the option to reset your BT TV box through the menu.
But be aware that this type of reset deletes your recordings and any scheduled recordings. You'll also lose any personal settings you've made to favourites and playlists.

Try this and let me know how you get on.

Cheers

John

[Doodie · Accepted solution]

Hi John. Didn't work at first, remote wasn't connecting to tv so couldn't use the remote to navigate the menu once box was reset but after several goes - not without some frustration - somehow remote came to life & problem now fixed. And recordings & settings preserved so all good.

Seriously hope it doesn't happen again as the mechanism to get it to work again seems to be a bit hit & miss, & pointlessly reliant on using the remote (which doesn't work) to navigate the menu in order to fix the problem.

Thanks for your help.  

[JohnC2]

Hi @Doodie, great to hear you've got it fixed and managed to keep your recordings 🙂

Fingers crossed you won't encounter this problem again.

Cheers

John