Learn how to troubleshoot issues when your Digital Box is not responding to your Rogers or Shaw remote. Issues include if you are able to view channels but are unable to change the current channel, or are unable to view/access the Guide on the Digital Box. Use the recommended solutions below to fix your remote issue.
Check the remote control
The first thing to check is your remote control. If you press buttons on the remote, does anything happen? Or do the lights just blink (if it's the latter you may need to reprogram your remote control)? Also depending on the type of remote you have there may be unique issues. See: Overview of Shaw Remote Controls
If you are using a Shaw Atlas remote (seen below) ensure that you have pushed the CBL button before attempting to control the Digital Box. This button indicates to the remote that you are attempting to control the Digital Box, and if another input button has been inadvertently pushed the remote will attempt to control that device instead.
Certain models of TVs have a built-in feature that adjusts the brightness and contrast of your TV with respect to the ambient light in your viewing space. This uses the same IR (infrared) sensors that your Rogers/Shaw remote control uses to communicate with the Digital Box. As a result, you may experience IR interference when trying to control your Digital Box.
To check whether IR interference may be preventing the Shaw remote from communicating with the Digital Box:
Press the MENU, SETTINGS, CHANNEL or ARROW
buttons on the front of your Digital Box (not the remote control) and check for a response on your TV.
If the Digital Box responds to the buttons on the front panel, you may be experiencing IR interference from another appliance in the household, including the television. Please see the following article for additional details: IR Conflict - Can't Change Channel while TV is Powered On.
If the Digital Box fails to respond to the buttons on the front panel, please Contact Us.
Note: Not all digital boxes have an interactive front panel.
Change the batteries in your remote
When the battery power is low, the remote will not function optimally; it may still be able to communicate with the Digital Box intermittently, or not at all.
Try to replace the batteries with a new set to check whether this resolves the issue and ensure that the batteries are placed into the battery compartment correctly.
Open the battery compartment on the back of your remote.
Remove the batteries from the remote (there are two batteries to remove)
Place new batteries in your remote. Ensure that they are placed in the remote correctly.