topic Problems with TV or remote control and POOR Sony support in Android TV

Problems with TV or remote control and POOR Sony support

srg2712 — Thu, 01 Jun 2017 21:55:38 GMT

I purchased a new Sony KD-55XD8005 TV in March of this year and to date have had MANY problems with either the TV or the remote control, the problem being that VERY frequently the remote control is unresponsive, pressing a function button often does not work especially when trying to change the input, at times after pressing a button it can take up to 30 seconds for the tv to react (if it does actually react), sometimes I have to press a button many times for a response.

I have changed the batteries in the remote and also reset the tv but without any improvement.

I have emailed customer support twice in the past 6 weeks without the courtesy of a response.

May patience is running out and I am considering returning the tv to the supplier and exchanging it for a tv from a different manufacturer.

Any thoughts on my experiences or other help would be very much appreciated.

Stephan.

Re: Problems with TV or remote control and POOR Sony support

jumpsuit — Fri, 02 Jun 2017 10:29:46 GMT

Hi @srg2712

Sorry to hear you've had problems getting this sorted

Have you been in touch with the supplier of the TV?

That should always be the first port of call.

(I wonder at least if they could swap a remote for you to test.)

Also have you tried contacting Sony Support by phone?

+44 (0) 2073652810

Re: Problems with TV or remote control and POOR Sony support

Jecht_Sin — Fri, 02 Jun 2017 12:25:14 GMT

If you have any other Sony television try to use their remote. They should be all compatible. If you still have issues something might be wrong with the InfraRed sensor. Otherwise try installing Video & TV Sideview in your Android or iOS phone/tablet. It has a TV remote control working via WiFi. if you still have issues with that (as in it's sloow) something could be wrong in the television. Just be aware that these televisions with Android can lag quite a bit, though. I wait even 10 seconds sometime for the volume bar to appear afer changing volume.. The volume changes immediately, though.

Re: Problems with TV or remote control and POOR Sony support

philicibine — Sat, 03 Jun 2017 11:06:05 GMT

I am having similar issues with my remote and my kd49x8309c. To the point where my remote now no longer works at all.

It was sporadically working and then not working. Now it just doesn't.

I am also experiencing the same POOR support from Sony. In that they have escalated the issue 4 times and it has been a month and I am still sitting here looking at a partially working TV that I paid a lot of money for.

All Sony keep telling me is we are looking into it. Well I'm about ready to return it too. This has been a long month!

Maybe if Sony thinks it is software causing the issue they could give us an ETA as to when it will be fixed?! It's not too much to ask is it.

Re: Problems with TV or remote control and POOR Sony support

eaton777 — Sat, 03 Jun 2017 13:05:19 GMT

I bought a Sony KD49XD8077 in January of this year and i am having the same problems to the point that more and more regularly I can’t even scroll down the channels when viewing the Freeview listings effectively making the TV useless.

I have rebooted the TV and also change the batteries but the fault is intermittent with no apparent obvious cause.

Any help and advice would be much appreciated otherwise I think it may need to be returned due to not being fit for purpose.

A TV that you can’t reliably change channels on is about as big a problem as you can get with a TV!

Re: Problems with TV or remote control and POOR Sony support

MiCal1967 — Sat, 03 Jun 2017 14:18:57 GMT

Hi there

I have this issue too occasionally. KD-55X8508C

This is an issue from the past. Happened on a previous firmware almost a year ago. They solved but now this is back.

This a serious example about what goes wrong with Sony.

They are circulating issues. This means nothing else but disqualification. They are not professionals.

Try clearing your apps cache from Settings - Storage & reset - Internal storage - Cached data

and clear data from as many system apps you can from Settings - Apps - System app. Then reboot.

Might solve for a while. Solves for me.

Re: Problems with TV or remote control and POOR Sony support

philicibine — Sat, 03 Jun 2017 15:50:52 GMT

Have done all you suggested and more previously. Even a full reset and wipe of everything hasn't cured it.

Massive ol paperweight in my lounge 😐

Re: Problems with TV or remote control and POOR Sony support

deako31 — Tue, 28 Nov 2017 21:09:34 GMT

I too had similar problems with my Sony KD-49XE8396, so I decided to ring the store from where I purchased it, (Curry’s PC World) after speaking to a technician who talked me through an easy fix.

1st Take the batteries out of the remote then hold the power button down for 20 seconds replace batteries, this gets rid of the static

2nd unplug the TV from the socket and take out all of the attached cables i.e. HDMI, USB, Ariel and anything else, then hold down the power button for 20 seconds replace cables and plug TV in, this gets rid of the static in the TV.

I did this 2 weeks ago around 07/11/17 and up to now everything has been fine.

Hope this helps

Re: Problems with TV or remote control and POOR Sony support

srg2712 — Mon, 27 Nov 2017 10:18:03 GMT

My thanks for your excellent advice, it is very much appreciated.

Re: Problems with TV or remote control and POOR Sony support

jarhom — Mon, 04 Jun 2018 08:08:09 GMT

Me too with sony bravia KD-55XE9005, which i i bought TV february.

this problem started about 1 month ago.

jarek

Re: Problems with TV or remote control and POOR Sony support

TimBembridge — Tue, 23 Oct 2018 15:30:32 GMT

Ive got a

KD-55XD9305, not quite 2 years old(registered for a five year guarantee) I’ve alrea had an engineer out for a new power supply, mentioned this issue the engineer said it will get better! I believed him!! It’s got worse to the extent it can now take 29 minutes to “warm up” I remember my Grandma’s valve TV didn’t take that long!!

Reaching the end of my patience I contacted Sony last night.....no response today, that’s unacceptable in this day and age obviously Sony is not the high end quality it once used to be?

All I want is to switch the tv on , have a short wait any the use the thing!!! (Like all other TVs I’ve got ......all Sony by the way!)

Re: Problems with TV or remote control and POOR Sony support

Michelle1206 — Sat, 29 Dec 2018 16:51:32 GMT

This worked! Thanks for your help

Re: Problems with TV or remote control and POOR Sony support

salv2004 — Thu, 24 Dec 2020 11:20:07 GMT

I have a similar problem with my KD-49XF0005 purchased in 2018, I have had a replacement remote and still the TV will not turn on unless I turn the power off, take the batteries out of the remote, then press the green button the the remote 15 times while pointed at the TV!! Once I put the batteries back switch the power on the TV restarts. Not impressed Sony... Funny how this unique feature wasn't explained to me when I purchased my TV..

I definitely will not be purchasing another Sony TV or other product your quality is truly appalling. Come Sony get your act together.

Re: Problems with TV or remote control and POOR Sony support

Win_88 — Thu, 24 Dec 2020 17:10:51 GMT

Hi @salv2004

What you're describing shouldn't happen and it's very odd tbh. I recommend the following checks:

1- Turning the TV from the physical power button on the set.

2- Checking the if the remote actually sends a signal (before and after taking the batteries and spamming power): https://www.sony.co.uk/electronics/support/articles/00025283

3- Update the software: https://www.sony.co.uk/electronics/support/lcd-tvs-xf70xx_x70xxf_x73xf-series/kd-49xf7005/downloads/00017117

Win_88

Re: Problems with TV or remote control and POOR Sony support

salv2004 — Thu, 24 Dec 2020 17:24:40 GMT

Thank you for your reply. I know it should not happen. The power button at the rear of the TV doesn't work either! I am very disappointed with the build quality of my Sony TV, it wasn't cheap either! This is actually a replacement TV for the one I purchased Nov 2018, that one would not connect to the internet even after two so called repairs they offered me a new TV!.

I seriously would not recommend anyone buying a Sony TV right now their build quality and technical support leave much to be desired. I get the impression its all about volume sales and hope we don't get too many complaints... Not what I would expect from such a global giant, guess we live in changing times, profit before quality....

Re: Problems with TV or remote control and POOR Sony support

Win_88 — Thu, 24 Dec 2020 17:58:32 GMT

In this case, I'd update the software and go through one factory reset. This may not be a remote issue and you may have ended up with a faulty unit in a very unlikely and unlucky sort of way.

Win_88

Re: Problems with TV or remote control and POOR Sony support

salv2004 — Thu, 24 Dec 2020 20:28:28 GMT

I have updated the software 5 times, with a factory reset and still doing the same thing..My TV must have been made on the 8th day of the week?? It should also be said doing a factory reset is not a 5 min job, it is a good 20mins each time..

Simply put Sony have shortfalls in their quality control, after sales service and choice of components used to assemble their TV's which is not reflected in the price!

Re: Problems with TV or remote control and POOR Sony support

Win_88 — Mon, 28 Dec 2020 19:11:45 GMT

Have you reported this to Sony support? What was the response?