When a remote control is not working be sure to check what is lighting up on the top of the remote when they press buttons.
If anything lights up – then we know the batteries are in properly.
If they are trying to hit Guide and TV lights up – they need to hit STB/CBL and this also goes for all STB/CBL functions. This is pretty much the same across all remote models.
We have had at least 6 escalations in the last month where it was just a matter of having the customer press STB.
If you want to reprogram the remote for the type of STB they have, which would mainly be for IPTV, and can’t remember be sure to check here: http://my-support.ca/troubleshooting/iptv/iptv-remotes/ to see how to do this or call in and we will explain.