Troubleshooting cannot change TV channel

If your business has more than one Rogers remote, check to see if the other remotes work in the affected room. If other normally-working remotes don’t work in this room, skip to Step 4. If other Rogers remotes work where the original one fails, review the first three steps below.

1. Check wear and tear: Check if the buttons on the remote are worn out. Remote controls have lights at the top that will light up when any button is pressed. If certain buttons don’t cause this light to react, the buttons are worn out and a replacement remote is needed.
2. Change the batteries: When the battery power is low, the Rogers remote will not function optimally; it may still be able to communicate with the Digital Box intermittently, or not at all. Replace the batteries with a new set to check whether this resolves the issue. Ensure that the batteries are placed into the battery compartment correctly.
3. Reprogram Rogers remote: Rogers remotes are designed to control the TV’s volume and power, as well as the Digital Box for channels, guide, power, etc. If only some functions don’t work and the buttons aren’t worn out, the remote likely needs reprogramming. Follow the steps on the back side of the remote to reprogram it.
4. Signal interference issues: Verify that there’s a good line of sight between the remote and the Digital Box. Also check whether there's an IR tether cord, which will look like a small black plastic ball on a cord and is used to control the Digital Box without requiring a direct line of sight. If there is an IR tether, try repositioning the ball to be in view of the remote. The IR tether will look something like this:

IR Tether

If changing the channel becomes slow or unresponsive, the Digital Box may need to be reset by doing a 30-second power cycle.

1. Unplug the power cable on the back of equipment.
2. Verify that the lights go out.
3. Wait 30 seconds.
4. Reconnect the power cable.
5. Test the Digital Box again. Newer boxes with a display on the front will take a few minutes to load up. They’ll show the current time on the front once they’re ready to be turned on again.