Hello, my Freebox remote control is not working anymore... Before ordering a new one from Free, I wanted to know if it's possible that the problem actually comes from the HD box (like it can no longer receive the remote control signal), knowing that it still works for television reception (and we can change channels, increase the volume, by acting directly on it). Thank you for your insights! Bye Gilles

Hello, I have exactly the same problem with my remote control! You first need to check that the remote is emitting a signal; for that, check if the red light comes on when you press a button. You can verify this by filming yourself or taking a picture while pointing the device at the remote, if no one can help you check. In my case, the remote is working normally. If it’s the same for you, that might save you from buying a new remote! You can also check your remote on another HD box if you know someone who has one. Similarly, you can try your box with another remote. Finally, you can always attempt a hard reboot of your box (unplugging and replugging it manually 5 times while holding down a button on the box). This resets your box (but erases everything on its hard drive). Unfortunately for me, this didn’t work! If you find yourself in the same situation as me and find a solution, please let me know! Good luck! Laure

Hello, I just had the same problem my remote control only worked with the numbers I changed the batteries: same. I did a hard reboot of the DSL then a hard reboot of the HD -still having issues, some functions still didn't work. ...after a few hours, everything went back to normal, it works like before.

Hello, I am experiencing the same problem with the remote control since 12/25, following a reboot of the HD box. I have changed the batteries, still not working. I have reloaded the firmware, still not working. I tested the infrared emission with a camera, it’s working. Has a new firmware been made available? P.S.: I will try to test my box and remote control at a friend's place.

Hello, I sent a message to Free support, they replied to run the tests you did, then to perform a hard reboot: To perform a hard reboot of the HD box (television): * Unplug your box from the power source. * Hold down one of the 5 front buttons while plugging the box back in, and only release the button after 5 seconds.

Hello, So, I tested it at a friend's place. My remote works on his HD box. His remote doesn't work on my HD box. Therefore, my box is broken. I will therefore request a replacement. I have tried the Hard Reboot procedure several times, but with no success (Thank you). For your information: this remains a hypothesis, I connected a Wii console to the TV, close to the HD box. It’s since that moment that the HD box no longer responds to the infrared signals from the remote... Could the IR signals from the Wii controller have affected the HD box??? Talk soon!

Hello, actually, I had done a hard reboot of the Freebox clock, then of the Freebox HD (with the Ethernet cable), just like the first time. Normal operation returned after about half a day (after a simple reboot of the HD, I think). If your TV is working, it means the box is functioning; in my opinion, try that, and first go through Free's assistance (FAQ), I think.

Hello, I have the same symptoms as Fcalin. I have a Wii as well as the Freebox HD. The remote control for the Freebox HD started acting up about a week ago. Since then, I haven't been able to get it to work (hard reboot, changing batteries, reconnecting the Wii...) If anyone has found out what the problem was, I would be grateful.

Hi everyone I had the same problem as you, and oddly enough, my son also has the Wii.... I did a hard reboot: nothing. I changed the batteries, which were new..... it seems to work. I have firmware 1.3.0, what about you?

Hello, After various manipulations It turns out that the Wii is not to blame. The problem comes from the IRDA (infrared) of the TV module of the Freebox. This IRDA module may be defective. Unfortunately, the only solution is to go through Free's customer service (catastrophic). I tried sending an email and participating in Free's chat but honestly, it's really pointless. For the email, they simply send back a generic response (call the premium-rate hotline) and in the chat, it's a bot (a program) that responds and ends the discussion after a set time or when it doesn't understand. If you have found a solution to go through Free's customer service, which requires contacting an outrageously expensive hotline, let me know.

Hello, I also have a Wii. But my HD box has not been responding since last night ;( .. I don't even have the point ... hard reboot did nothing, nothing changes any idea???

do it like when you received the boxes, with the ethernet cable, hard reboot of the ADSL box, then connect the HD. try it, then do a hard reboot of the HD,...or several, that's how I managed to do it.

remote control and HD Freebox box : CCM

48 answers

Answer 1 / 48 - Best answer
The best answer is the one that has been validated by our teams.
laure
Hello,
I have exactly the same problem with my remote control! You first need to check that the remote is emitting a signal; for that, check if the red light comes on when you press a button. You can verify this by filming yourself or taking a picture while pointing the device at the remote, if no one can help you check. In my case, the remote is working normally. If it’s the same for you, that might save you from buying a new remote!
You can also check your remote on another HD box if you know someone who has one. Similarly, you can try your box with another remote.
Finally, you can always attempt a hard reboot of your box (unplugging and replugging it manually 5 times while holding down a button on the box). This resets your box (but erases everything on its hard drive). Unfortunately for me, this didn’t work! If you find yourself in the same situation as me and find a solution, please let me know!
Good luck! Laure
48
1. nina
  
  Merci beaucoup, miss, ta 2ème méthode a très bien marché. Ça faisait 2 semaines que je n'avais plus de télécommande, j'allais en commander une autre et attendre 3 semaines !! Grâce à toi, ma télécommande remarche, merci encore !! Et bon courage à tous les autres, car ce n'est pas facile !! Bisous à tout le monde !!!
  
  0
2. meriah
  
  We tried your technique, Laure, but it doesn't work.
  
  0
3. Free aunote
  
  Free exchanged mine for me by Chronopost for free in 3 days. Not bad..
  
  0
4. darelle
  
  I tried it, it's great, it works, thanks for the tip, I almost complained to Free too!
  
  0
5. david
  
  I have the new free one, how can we do it?
  
  0
Answer 2 / 48
sergio17
Hello,
I just had the same problem
my remote control only worked with the numbers
I changed the batteries: same.
I did a hard reboot of the DSL
then a hard reboot of the HD
-still having issues, some functions still didn't work.
...after a few hours, everything went back to normal, it works like before.
29
1. martine56merci pour l'astuce de
  
  Thank you for the hard reboot tip, but the test was inconclusive.
  
  0
2. laura
  
  OK, thanks, bye.
  
  0
3. momo
  
  It is enough to press the black button behind the Freebox and on Free and AV on the remote control, it works. I'm talking about the remote control that is stuck, of course.
  
  0
4. bibo
  
  It works the black button thank you
  
  0
5. Desperate_freewife
  
  And even with the Reset button it doesn't work, what do we do? We’ve been stuck on this problem for hours... and have tried practically everything we found on the forums... It's impossible to get it working and of course, being stuck on the pairing screen, we can't access the different menus that some are talking about... Help!!!! Help!
  
  0
Answer 3 / 48
fcalin
Hello,

I am experiencing the same problem with the remote control since 12/25, following a reboot of the HD box.
I have changed the batteries, still not working.
I have reloaded the firmware, still not working.
I tested the infrared emission with a camera, it’s working.

Has a new firmware been made available?

P.S.: I will try to test my box and remote control at a friend's place.
16
1. iyad
  
  plug in a keyboard go to settings: pair a new remote and problem solved!
  
  0
2. Mazan
  
  @iyadWhere do you plug in the keyboard?
  
  0
3. Mazan
  
  @iyadWhere do you plug in the keyboard?
  
  1
4. drine
  
  You can use such a phone as a remote control by downloading the "freetelec" app or using the game controller from the Freebox as a remote.
  Then perform the steps to pair the remote control.
  
  0
Answer 4 / 48
sergio17
Hello,

I sent a message to Free support,
they replied to run the tests you did,
then to perform a hard reboot:

To perform a hard reboot of the HD box (television):

* Unplug your box from the power source.
* Hold down one of the 5 front buttons while plugging the box back in, and only release the button after 5 seconds.
15
1. elise
  
  Thank you very much for your advice. Following your explanations, I just got my remote control working again. If I had come to this forum earlier, I wouldn't have waited weeks to finally buy another remote control that ultimately won’t be of any use to me. Thanks for all your tips.
  
  0
2. Anthony199
  
  Thank you, thanks to you I use this method regularly =)
  
  0
3. sephyr06
  
  Thank you very much for this advice! Everything is working great now! Thank you!!!!!!!!!!
  
  0
4. tb1965
  
  I have the same issue and I did a hard reboot of the HD box without success, so I called Free support and in a maximum of 10 minutes they told me they would send me a new remote control within 3 days.
  
  0
5. sanaa94
  
  Thank you so much, I managed to get my remote control working again.
  
  0
Answer 5 / 48
fcalin
Hello,

So, I tested it at a friend's place.
My remote works on his HD box.
His remote doesn't work on my HD box.
Therefore, my box is broken.
I will therefore request a replacement.

I have tried the Hard Reboot procedure several times, but with no success (Thank you).

For your information: this remains a hypothesis, I connected a Wii console to the TV, close to the HD box. It’s since that moment that the HD box no longer responds to the infrared signals from the remote...
Could the IR signals from the Wii controller have affected the HD box???

Talk soon!
8
1. mgabi55
  
  and have they changed your HD box at Free or not
  
  it's really a hassle with Free
  
  increasing congestion, trying at a neighbor's, etc.
  
  of course the same problem
  
  on the remote control
  
  0
2. clément
  
  Very conclusive, very simple, the hard reboot. The remote control is working normally again. Thank you.
  
  0
Answer 6 / 48
sergio17
Hello,
actually, I had done a hard reboot of the Freebox clock, then of the Freebox HD (with the Ethernet cable), just like the first time.
Normal operation returned after about half a day (after a simple reboot of the HD, I think).

If your TV is working, it means the box is functioning; in my opinion, try that, and first go through Free's assistance (FAQ), I think.
6
Answer 7 / 48
djmike
Hello,

I have the same symptoms as Fcalin.
I have a Wii as well as the Freebox HD.
The remote control for the Freebox HD started acting up about a week ago.
Since then, I haven't been able to get it to work (hard reboot, changing batteries, reconnecting the Wii...)
If anyone has found out what the problem was, I would be grateful.
5
Answer 8 / 48
Jef
Hi everyone
I had the same problem as you, and oddly enough, my son also has the Wii.... I did a hard reboot: nothing. I changed the batteries, which were new..... it seems to work. I have firmware 1.3.0, what about you?
4
Answer 9 / 48
djmike
Hello,

After various manipulations

It turns out that the Wii is not to blame.
The problem comes from the IRDA (infrared) of the TV module of the Freebox.
This IRDA module may be defective.
Unfortunately, the only solution is to go through Free's customer service (catastrophic).
I tried sending an email and participating in Free's chat
but honestly, it's really pointless. For the email, they simply send back a generic response (call the premium-rate hotline)
and in the chat, it's a bot (a program) that responds and ends the discussion after a set time or when it doesn't understand.
If you have found a solution to go through Free's customer service, which requires contacting an outrageously expensive hotline,
let me know.
3
1. kiradeShola
  
  too complicated
  
  0
Answer 10 / 48
Rabert
Hello,

I also have a Wii. But my HD box has not been responding since last night ;( .. I don't even have the point ...
hard reboot did nothing, nothing changes

any idea???
5
Answer 11 / 48
sergio17
do it like when you received the boxes,
with the ethernet cable, hard reboot of the ADSL box, then connect the HD.

try it, then do a hard reboot of the HD,...or several,

that's how I managed to do it.
3
1. guili
  
  Thanks for the hard reboot, thanks to that, everything went smoothly.
  My remote works like before.
  Thank you.
  
  0
Answer 12 / 48
Rabert
already done, it doesn't change anything, the LCD of my HD case is empty...
any idea???

I think the HD case is dead!!!

Rabert
3
Answer 13 / 48
sergio17
I had the same problem with my hard drive, had to go through the phone hotline, they replaced it for me.
3
Answer 14 / 48
Rabert
Ok thanks, he is replacing the HD case normally...

We'll see...
3
Answer 15 / 48
dolly
What is the brand or brands of batteries compatible with the Free TV remote control?
3
1. djmike
  
  The problem comes from the infrared connector
  There must be a manufacturing defect
  I struggled, but Free changed the HD box for me and since then: no problems.
  
  Very important: when you call Free's hotline (after hours)
  
  make sure to mention that you tested the HD box with someone in your circle who has an HD Freebox
  otherwise they will keep you going in circles for a long time.
  
  Good luck
  
  0
2. mgabi55
  
  @djmikeYes, I spent the whole afternoon with customer support but nothing worked; they are going to send me another remote control but no matter how much I tell them it’s the box, I did a cross test with my neighbor but they don’t understand anything. How did you proceed?
  
  Thank you.
  
  0
3. djmike
  
  @mgabi55According to what I remember
  
  I announced all the tests that Free requires to test the remote control, then I contacted them to explain that I had tested the HD box with a friend's remote control and there was no reaction, while testing my remote control on his box worked. Then Free asked me for the name and address of the person with whom I had conducted the tests (long live trust).
  A week later, the exchange was made.
  A piece of advice: if you encounter someone who is unhelpful, remember that you will come across someone more competent.
  Good luck
  
  0
Answer 16 / 48
mgabi55
forcing with Free to change your HD box
especially cross-test the remote control and with the phone number name of the Free neighbor box MAC number
but how to see a call duration with the hotline if it's not more
if you have another solution, I'm all ears
1
Answer 17 / 48
vivia
Hello
my Freebox remote control is broken, could you please tell me how I can buy a new one? Thank you
best regards
4
1. sergio17
  
  you go to your free homepage
  in "my account", and there is a place where you can order it directly
  ..it's not excessive
  
  0
2. bed
  
  I just broke my remote control, do you know where I could find another one?
  help me
  
  0
3. robet
  
  Thank you, Pastet, you were right, my remote control button was stuck. Thanks to all of you for your help.
  
  0
4. voky
  
  I don't understand.... I just bought the Freebox BUT THE REMOTE CONTROL DOESN'T WORK
  
  0
Answer 18 / 48
Fredo
But commercially, that's zero. Given the number of similar problems, the least that could be done is not to try to pull the wool over our eyes at Free. Their box is crap, end of story. And buying a remote control when the previous one works is on the verge of forced selling. A subtle limit.
I'm going to look elsewhere.
3
1. Sasan
  
  I have the same problem and I see that I'm not the only one :(
  This is serious for Free who is not addressing this widespread issue!!!
  
  0
2. MGABI55
  
  @SasanAS I SAID ABOVE
  
  it's really a hassle with Free
  
  grouping, trying at a neighbor's, etc.
  
  of course the same problem
  
  on the remote control
  
  AND YOU'RE THE ONE PAYING FOR SUPPORT WHILE OTHERS NO LONGER HAVE TO WITH FREE'S SECRET CODE TO OVERCHARGE YOU FOR SUPPORT
  
  BUT THEY WILL CHANGE IT ONCE YOU'VE PAID WITH SUPPORT
  
  STAY STRONG
  
  0
3. jamblon
  
  @MGABI55Hello
  
  I indeed had the same problem, the remote control not working on the V5 box.
  I suggest before doing a hard reboot, to see if it’s not an interference between the TV's infrared and the HD box.
  In my case, I taped a piece of photo film over the TV's infrared receiver and everything works wonderfully again. Good luck to everyone.
  Happy end of year celebrations.
  
  0
Answer 19 / 48
calabria
I have the same problem!! It must be the HD box!!!!!! Damn it

but the helpline is too expensive, does anyone have another solution??
4
1. sergio17
  
  you should first check if it's the remote by trying with another one
  (I had a neighbor who had Free)
  
  0
2. calabria
  
  @sergio17Yes, what I did and my remote works for someone else grrrrrr
  
  The nerves, Free to get them, they're pissing me off !!!!!!
  
  I don't know what to do
  
  0
3. bidi
  
  @calabriaI had the same problem, but I went through the chat, and they had no issue changing the casing for me... hang in there!
  
  0
4. guy
  
  I had the same remote control issue for two days after plugging in an HDMI cable; I just unplugged it and everything is working normally now.
  
  0
Answer 20 / 48
jerem5928
Hi everyone
So I have a problem...
I receive the picture but there's no way to make either of my two remote controls for my two Freeboxes work.
I'm on Freeplug, so here's what I just wrote to Free:
Hello
Following an order for a second HD Freebox, I want to express my dissatisfaction because it does not work. I receive the picture just fine, but I cannot change the channel with the remote. I can't access the channels even after trying with another remote, and I tested it at my brother's place; both remotes work well. As of today, I am sure the HD Freebox is faulty, so I would like someone to come and check the equipment, and I warn you that I will not pay any bill and I will not sign any papers. A piece of advice: stop selling crap; otherwise, you will lose your customers.
Regards

I don't know if anyone else has had this problem, so please respond to me
Thanks to you
3
1. rickey
  
  Good evening,
  
  For me, activating the opc on my television prevents my Freebox remote control from working.
  Please check that your television does not have this option.
  
  Bye
  
  0
2. ben
  
  I have the same issue, I just received my second HD box, still the same problem, I don't know what to do anymore. See you.
  
  0
3. gontrand
  
  Same for me. I'm on my second TV box, and this piece of crap remote only works when it feels like it. If someone from Free reads this forum, they should know that for many users, Free is a company of incompetent morons. Proof: no one from there reads the forums about their products... a bunch of idiots, I'm telling you.
  
  0
4. ijijihjiju_
  
  Désolé, je ne peux pas traiter cette demande.
  
  0
5. ChounKaille
  
  Hello everyone,
  I had the remote control that stopped working, so after reading the comments about rebooting multiple times, the result didn't change.
  However, after analyzing the situation better, we realized one thing and the solution is very simple when the remote control malfunctions.
  Here it is:
  there is a button to press regarding the remote control behind the Blu-ray box.
  A small button at the bottom of the Freebox note.
  You press it and you just have to follow the instructions.
  No need to do unnecessary reboots anymore.
  Good luck to everyone.
  
  0
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