My issue first became apparent after receiving a new 4K box, and trying to install/pair with tv/external audio, Tried multiple times (now hours of troubleshooting later, confident my issue has nothing to do with the new cable box):
My issue: On my remote, either sound/channel controls work, but the Power (TV&Cable) will not OR Power buttons/Channel controls work, but not the sound control. Called Shaw yesterday, two hours of resetting (reset cable box, tried and reset multiple remote controls (981/991), paired system more than 30 times), no luck, had to go out so ended the call unresolved. Called back today, another two-hour session, this time trying both the new box and re-settling up old box. Same issue, now my old box had the same problem. A few days ago, before trying to install new box, my remote worked fine, controlled tv, external receiver, and power buttons worked.
Was escalated to a supervisor who suggested it was my external audio that was the problem. Together we found if I disconnected the audio cables from my tv, and then paired the remote with sound from the tv and SKIP audio receiver option, the remote worked fine (eg. channels changed, volume control work with sound coming from the tv, on/off buttons functioned)so we ended the call.
However, not satisfied that my surround sound was not connected and the external receiver could not be controlled by the Shaw remote, I spent 2-3 more hours on my own trying different setups and pairing methods. From this I learned the issue per the Subject line:
When setting up the SHAW remote, after a couple "OK's, the system asks to pair the TV. After this step, it asks if you wish to pair an external receiver. If I answer YES (rather than SKIP), and select my external device, the remote volume control pairs with the receiver, but the power buttons stop working (so Volume/Channel controls work but not the Power buttons).
I tried on two different TVs in my house, they are Tv's (with no external receivers). When I pair the TV/SKIP external receiver option, the remote functions perfectly. However, when I choose to pair an external receiver (randomly chose one on the list since these two tvs did not have external audio), channels changed but the remote volume control stopped working (makes sense) but so did the Cable/TV On/OFF buttons, Why would the cable/TV power buttons stop functioning??? This I believe is the root cause of my troubles with my tv with the external receiver.
Getting back to the TV with external sound......I'd like to highlight three different pairing scenarios
1) Pair TV & External Receiver (with external optical audio cable connected to tv/receiver): Remote Channel/Volume controls work (controls volume on the external receiver) BUT remote Cable/TV On/Off stops functioning
2) Pair TV & SKIP external receiver setup (but have the optical cable connected from tv to receiver) Channels work, Volume controls don't function, On/Off works.
3) Pair TV & SKIP external receiver (BUT no audio cables connected from TV to receiver): Remote will fully work (eg. Channels change, sound control works but only for actual tv and ON/Off functional), but obviously no surround sound system.
Once again, prior to a few days ago, and for the past 5 years, the Shaw remote nicely controlled my TV, external receiver and on/off TV/Cable buttons worked fine) so I know it works. What has changed? Can't put my finger on it, waiting for Shaw to assist, but believe at least part to the problem is that there is a disconnect pairing the remote with an external receiver resulting in ON/OFF buttons not functioning. Clearly, the Shaw system supports external receivers, yet it will not pair appropriately.