New to BT... remote not working on volume.. any ideas?

[StillMedusa]

We just switched to BT ..all set up fine, (just the basic freeview and broadband)
but the remote doesn't work on the volume control... having to use the old TV remote for that.
BT help suggests checking the settings are set to stereo not surround sound...they already are.(we have a simple sound bar but nothing fancy)

Anyone experienced this? It's not the end of the world but it is annoying!

We've got BT TV. If the soundbar is on the BT remote does not work for the volume. We need the soundbar remote too.

How is the soundbar connected to the TV? It's possible that it can be connected to the HDMI-CEC port on your TV, and then a setting changed to allow HDMI control on your TV.

Although it is entirely possible as well that it does not have this function

Not with BT but when this happened with virgin it was the remote, got a new one and all fine