New voice remote not pairing, please help

Brand new Ultra with a rechargeable remote, charged overnight. I press the pairing button and about 20 seconds later the pairing light flashes five times. Following the instructions I then press and hold the button again but nothing happens, until, after 20 seconds it flashes times again and then... Nothing.

I had an old voice remote (with removable batteries) that easily paired. So I used it to get into the settings menu to add a new remote and that didn't find the new one either. Funny thing, though, even though the new remote didn't pair I could still use the left and right buttons, but the up and down buttons didn't work.

Help please!