Every fault below comes from real call-outs across Durban and surrounding areas. Some have a quick check you can try yourself before booking anyone — where that's true, we say so. When a visit is needed, the diagnosis is done with a signal meter, quoted before work starts, and covered by our 12-month workmanship warranty. New to this part? Start with the remote control component guide.
1. Remote control not responding
What you'll see: The decoder ignores the remote entirely, or responds only from very close range or at an angle.
Why it happens: Flat or incorrectly inserted batteries, a failed infrared LED, dirt or liquid damage under the buttons, or lost RF pairing on an Explora remote.
How we fix it: We work through batteries, the camera IR test and re-pairing — all of which are free phone advice — and only recommend a replacement remote when the unit is genuinely dead.
2. Remote will not control TV volume
What you'll see: The remote changes channels perfectly but does nothing to the volume, forcing you to use two remotes.
Why it happens: The decoder remote has not been taught your TV's brand code. Volume is a TV function, not a decoder one, so the remote has to learn to speak to your specific television.
How we fix it: We program the correct TV code during every installation and setup we do. If a previous installer skipped it, it is a five-minute fix and usually a phone call rather than a visit.
Full remote will not control tv volume troubleshooting guide →
3. Explora remote lost its pairing
What you'll see: An Explora remote that worked yesterday now does nothing, typically right after a battery change, a power outage or a decoder reset.
Why it happens: The RF pairing between remote and decoder has been lost. Explora remotes communicate over RF as well as infrared, and that link has to be re-established after certain events.
How we fix it: Re-pairing is a documented button sequence that takes under a minute. We talk customers through it free over the phone — it is not a callout and nobody should be charged for one.
Full explora remote lost its pairing troubleshooting guide →
Symptom doesn't match any of these?
Faults overlap — a "remote control problem" is sometimes another link in the chain wearing a disguise. Describe what your system is doing on 069 507 6822 (or WhatsApp a photo of the error screen) and we'll tell you which component it actually sounds like, free, before anything is booked.