My Apple TV remote. All directions on the remote work except the "up" key. Entering passwords or selecting channels is impossible if I need to go "back" or "up". Had been perfect until I changed internet provider. Help?

Since changing internet providers to EE my Apple TV remote "up/back" function doesn't respond. All other functions work perfectly. do I need a new remote or is there something I've omitted to do in settings? It's frustrating not being able to input text and changing channels involves going back to the menu and starting again