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If you've replaced the batteries (and know the batteries are good ones) in the remote, yet the remote won't work., something else is wrong.
Presumably there is nothing in the way that could be causing interference (including heat sources).
I'd contact TW, you have a genuine fault, explain the action you have taken with regard to the remote. As a customer you can't be expected to do any more. Something has died on the remote or STB. That's not something you should have to expect to, or be expected to, prod around and fix