Why is my Telstra TV Enhanced Remote not working?

If your Telstra TV Enhanced Remote is not working as expected (e.g. you are unable to control your Telstra TV, your remote is not pairing, and pressing buttons does nothing), use the troubleshooting steps below to help resolve the issue.

 

Restart your Telstra TV and remote

  • Open the battery compartment and remove the batteries from your remote.
  • Remove the power cable from your Telstra TV, wait 5 seconds and then re-connect the power cable.
  • Your Telstra TV can be controlled with the standard remote control that came with your Telstra TV1 or Telstra TV2. If you have this type of remote, you can use it to access the settings menu and restart your Telstra TV (rather than unplugging it). Go to Settings > System > System restart > Restart.
  • When your Telstra TV displays the home screen, reinsert the batteries in your remote.
  • Wait at least 30 seconds to see if your remote establishes a connection with your Telstra TV

 

Re-pair the remote

  • Open the battery compartment and remove the batteries from your remote.
  • Remove the power cable from your Telstra TV, wait 5 seconds and then re-connect the power cable.
  • When your Telstra TV displays the home screen, reinsert the batteries in your remote.
  • Press and hold the pairing button inside the battery compartment of your remote for 3 seconds or until you see the pairing light on the remote begin to flash. If the light does not flash, try again. If the light still does not flash, then you should replace the batteries (see below).
  • Wait for 30 seconds while the remote establishes a connection with your Telstra TV
  • The remote pairing dialog should appear on your TV screen.

 

Replace the batteries

  • Open the battery compartment and remove the old batteries from the remote.
  • Remove the power cable from your Telstra TV, wait 5 seconds and then re-connect the power cable
  • When the Telstra TV displays the first screen, insert new batteries.
  • Wait for 30 seconds while the remote establishes a connection with your Telstra TV
  • The remote pairing dialog should appear on your TV screen.

 

Change the wireless channel on your router

  • Using your computer or mobile device, sign in to the admin tool for your router. If you cannot locate the user name and password and believe they have not been changed, the default values may be listed on the manufacturer’s website or user manual, or possibly on the bottom of the router.
  • After you successfully sign in (remember that passwords are typically case-sensitive), refer to the documentation and find where to change the wireless channel.
  • Many routers use an “auto” setting which you can change to a specific channel. Ideally you should choose a channel that does not overlap with channels used on nearby wireless networks.
  • Note: Channels 1 to 14 are designated in the 2.4 GHz range.
  • After choosing a specific channel, you will likely need to apply/save the changes before you are prompted to reboot the router.
  • If the performance does not improve after your router reboots, sign in again and try a different channel.
  • Note: If you change the wireless channel on your router, any wireless extenders installed on your network should automatically adjust to channel changes as long as the network name (SSID) does not change. Refer to the user manual or online documentation for the wireless extender for details.

 

Replace the remote

If none of the above steps solve your problem, please contact us.

 

Why do I not hear music during setup?

If you cannot hear the music playing during the Telstra TV Enhanced remote setup and after increasing the volume using the TV remote (with fresh batteries), check the following:

  • Make sure all devices connected to your Telstra TV support audio over HDMI.
  • Confirm Audio is working on the TV, such as by playing video on Netflix or YouTube on your Telstra TV
  • If the external devices connected to your Telstra TV do not support audio over HDMI, temporarily disconnect them to setup your Telstra TV Enhanced Remote then try pairing again.

 

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