Televisions & Home Theater Accessories

[PAP]

Brand new TV and the remote won't pair

[John-BBY Social Media Specialist]

Hello PAP,

Welcome to our community.

For this issue, I recommend contacting Insignia Support at (877) 467-4289 for assistance troubleshooting your TV and remote control in real time.

I hope this helps. Thank you for writing to us.

[PAP]

Finally received the replacement remote and still no luck pairing.

[Mariah-BBY Retired: Social Media Specialist]

Hello, PAP,

Thank you for sharing that you’re still having some issues with your replacement remote! We’d be happy to provide some additional troubleshooting steps; however, if steps noted below don’t resolve your concerns contacting our advanced troubleshooting teams at (877) 467-4289 would be best moving forward.

You can try to Factory Reset the Voice Remote by pressing and holding:

DPAD-left (←), back (⤺) and menu (≡) buttons for 10 seconds.

To Hard Factory Reset the Fire TV Edition television, if the remote is still unresponsive you can try the following steps:

-Unplug the TV from the power, while unplugged press and hold the physical TV's Power button, do not release, and keep holding and plug the TV to the power.

-Continue holding the physical Power Button on the TV and when you see the Fire TV logo on the TV screen, release the Power Button and follow the on-screen instructions.

-Quickly press and release the power button to scroll through the options.

-Press and hold the Power Button to select the desired option.

-Select Factory Reset.

To pair the remote again, on the initial screen after the Factory Reset, press and hold, for more than 15 seconds up to 2 minutes, the Home button (🏠).

If the remote is still not working, please give our teams at the phone number listed above a call to discuss potential issues with the the internal Blu-tooth capabilities for your TV.

Respectfully,

[PAP]

Of course on hold again for support.  Should be less then 5 minutes wait the recording said.  So far 15 minutes on hold.

[Mariah-BBY Retired: Social Media Specialist]

Hello, PAP,

Thank you for sharing your experience with giving phone number we shared with you a call. We’re sorry to hear that you may have had to wait longer than expected to chat about your issue with your TV. Again, as I shared with you prior our advanced troubleshooting teams would be best positioned to assist you further. I hope you have a great weekend. 

Respectfully,

[PAP]

So still no luck even with the advanced tech support and trouble shooting.  The TV needs to be exchanged but since it was a gift I don't have the receipt.  Still have all of the original packaging since it was just opened when this began.  What can I do without the receipt since I just want an even exchange?

[Mariah-BBY Retired: Social Media Specialist]

PAP,

We’d recommend reaching out to the original purchaser to request a copy of the purchase receipt. Are you still within your Return & Exchange Promise? If you’re not, we’d be unable to guarantee what options may be available to you. Our Insignia Support team at (877) 467-4289 would be best positioned to discuss any options available to you under the manufacturer’s warranty.

Respectfully,