EE TV Remote flashes green not purple

[adamyorkie]

New EE tv customer, I've tried to set up my remote, everywhere says to reset it it should flas purple 3 times, mine only flashes green. It wont control my telly which is a c 7 year old LG. When I go on settings on the ee box and select bluetooth remote it says "unpaired" but it still works the box?

[zulu17]

the easy part of the explanation .

Because you haven’t succeeded in pairing the remote (Bluetooth)   it is I believe sending out IR signals that your box is responding to.  

The harder part why the pairing hasn’t worked.

Have you tried a reset of the remote  and then a further pair attempt ?

https://ee.co.uk/help/tv-sport/fix-problem/reset-your-ee-tv-remote-control

[adamyorkie]

Yes tried that, it also just flashed green 3 times

[DarrenDev]

I've just checked with the team, and the newer remotes flash aqua (EE brand colour) instead of purple (BT TV brand colour).  I'll see if we can get the web site updated.

The bluetooth remote doesn't operate the TV Box over IR (other than power on/off), so if you're successfully controlling the box then it's paired with that OK.

I've just checked the logs and can confirm that your TV isn't identifying itself to the TV Box, so it doesn't know how to configure the remote.  Is the TV Box connected directly to the TV with the HDMI lead supplied?

[adamyorkie]

Thanks Darren, yes it is connected directly to the TV. I have used my own HDMI cable though, but it is a decent, high power one.

[DarrenDev]

Would you be able to use the provided cable temporarily, just to be sure?

Also, if your TV has any ports specifically labelled to mention HDCP, use one of those instead.

We've also updated the website to mention purple or aqua, to avoid future confusion.

[adamyorkie]

Now tried that, hasn't made a difference

[DarrenDev]

It's made a difference at our end - it's reporting that it's connected to a 4K LG TV manufactured in Jan 2016.

I recommend trying to remote control reset one more time, just to make sure.  The box knows what it's connected to now, so if it still doesn't work then I'm afraid the answer will just be that it's not supported.

[adamyorkie]

That is disappointing, still not working, I struggle to believe that my tv isn't supported, never had a problem with any other stb remotes controlling it

[DarrenDev]

I agree - it's surprising, and disappointing.

It looks like you've switched back to your previous cable again - would you mind using the provided cable again just once more, so that I can get the data from your TV again?  I'll save a copy this time, and manually verify it against the known list of supported devices, just to make sure it's not a fault.