Thanks for reaching out and welcome to the Bose Community Forums.
I would love to assist you, but as Morlock requested, I would need to know which Soundbar you have?
It would also be of benefit to know what phone and system software you have?
I look forward to your reply.
Vicky W - Community Support
Hi, I have the soundbar 700 and iphone IOS 13.
The problem started when I changed my internet/cable provider. The cable guy linked the universal remote to the soundbar.
Now the soundbar only responds to the universal remote.
Can I just do a factory reset to the soundbar?
Thank you so much for your help.
Thank you for following up with us!
The Soundbar 700 should work with the Bose remote which is included when you purchased it. I'll be happy to offer you some troubleshooting if you are having issues to avoid a Factory reset.
However, If you wish to go straight ahead with the factory reset, press the power and skip forward buttons on the Bose remote control and remove the speaker from the Bose Music app.
Once completed you can set the system back up from scratch.
Let me know how you get on!
Feb 19, 2019
The Bose music app has a speaker-breaking bug with iOS 13 that they refuse to acknowledge. The best thing to do is continue posting your complaints here so they fix it ASAP. The speakers are entirely unusable.
The soundbar is not responding with the bose remote.
I can still control the soundbar with the universal remote but not with the app/phone and bose remote
Thanks for getting back in touch, that's very strange behavior indeed. I would recommend removing then re-downloading your Bose Music app, rebooting your router and making sure your Soundbar is up to date.
I would recommend performing the factory reset on the system as @Jessie_O suggested if you are still having issues after those troubleshooting steps.
I hope this helps, let me know how you get on!