Same problem here, and several hundred other around the web. From what I can see, it appears their Firmware V9 bricks the remote. They are idiots. Just look at the grammar of the support replies and you begin to realise the problem.
This is a disaster and I think the "support" have no clue what they are talking about. When I try the pairing method suggested the screen just goes blank. Useless piece of crap.
Same issue. The suggested fix is BS. I am seriously pissed off about wasting several hours trying to get the remote to talk to the hub. Seriously, how difficult should this be?