FREQUENTLY ASKED QUESTIONS
Have a look below at some of the most commonly asked questions and quick fixes.
This could be caused by a number of things. First of all, press the ‘Room Off’ button on the remote control and try again. If this doesn’t work try starting a different source (Apple TV for example) and see if this works. Finally, flip the power switch for that TV (it’s usually below the TV).
If you cannot change channels or navigate to the main menu, use the ‘Reboot Sky/Virgin’ box option on a touchscreen in your house. This will prompt the set-top box to reboot, a process that usually takes roughly 5 minutes and solves the issue.
Make sure the volume is turned up, then, as above, try another video source (Apple TV, Freeview) or another music source (Spotify, TuneIn Radio) and see if this solves the issue. If not, use the ‘Room Off button and try again. If you still can’t hear anything try another room, then submit a support ticket.
If you can see the WiFi network on your smartphone or tablet, but cannot connect, try restarting your device and reconnecting. If you still can’t get
online, double check the password and try another device.
A slow internet connection is usually caused by an issue with the incoming service (BT, Virgin, Talk Talk etc.), try restarting your device and contacting your internet service provider. If they cannot diagnose an issue then get in touch and we’ll see what we can do.
If you are unable to turn the lights on in a room, firstly check another room - is it the same? Have a look at the keypad, can you see backlights by each button. If you can’t, it indicates a faulty keypad - give us a call, you can use your Lutron app or a touchscreen to control the rooms lights in the meantime. If, however no lights are working, this points to either a power cut or tripped circuit breaker, give us a call straight away.
Firstly, check the Security section on a touchscreen, if you still cannot see any cameras try the app on your phone and double check your login details. If you still can't access get in touch and we can look into it remotely.
If your remote control is not responding firstly make sure it’s charged by placing it on a charging dock, leave for 5 minutes and check if it’s turned
back on. If not, restart the unit by removing the rear battery cover and give the controller a tap on your wrist to remove the battery, re-insert and leave for 1 minute.
If you need further assistance please submit a support ticket using the button below and a member of our support team will be in touch shortly. Submit a support ticket
