I sent my headset in recently due to absolutely atrocious tracking problems. They sent me a refurbished headset to use with my existing controllers and it's completely unusable. The headset is stuck on the controller pairing screen and nothing I have tried will move it forward - I have removed the batteries (for an entire week). I've tried to force pair by holding down the flat and B/Y buttons (heck I've tried EVERY combination of buttons.) I can't connect the headset to my app, since it won't move past the controller screen so there's no way to force it to pair through the app. I've also uninstalled and reinstalled the Oculus app. This is the THIRD Quest 3 I've owned that is essentially unusable. I have two open tickets that nobody from customer service will reply to. I now have a $600 useless brick. I was so excited for this product that I pre-ordered it because I love my Quest 2 so much. Jokes on me I guess! If anyone has tips on how to resolve this, how to get anyone from Meta to actually reply to me or just are down for a class action lawsuit, drop a note below!
Wow. This doesn’t make the spending $600 any easier. The first time I’ve ever had vr and loved it for about 2 weeks. Customer support was garbage just “oh wait for tech to fix the issue with tracking” so I’m sitting with a $600 paperweight? Was finally given option to send it in and get a replacement which I did. Took weeks to get the refurbished today finally and when I turn it on to get things set up now my controllers don’t work? After reading all the replies here this is a consistent and big problem yall have but you can’t just simply replace the whole unit as both headset and controllers? You just send us “fixed” broken systems? At this point I think I just want a refund so I can buy a whole entire different system that ISNT meta.
It sounds like you have been having a whole ordeal trying to get this resolved, and it's understandable that your confidence in our support has been shaken.
But we do genuinely want everybody's experience, especially first time VR users to be as positive as possible, and not plagued with issues.
So if you are still having any problems, please consider reaching out to us once again, and we will endeavor to find a resolution for you that you will find acceptable.
Did this ever get fixed? I'm having the same issue since my quest 3 the day I received it had dead pixels they replaced it with a refurbished..controller error trying to pair the same as yours. Support has been ridiculous telling me to do the same thing over and over and over and not listening. It's been a month and I haven't even been able to use it. The whole experience has been absolutely terrible.. Ugh.
same problem in south korea to i waited for repubish product to come like 2weeks and what it doesnt work at all , i am not happy with it do i have to wait more again? lol
I found the solution to this, if you wait approximately 5 mins on the pairing screen you will see a "Pair controller" button appear. You can select it by pointing the cursor and pressing the volume up button. The instructions that follow will then direct you how to pair the controllers. HOLD Menu button + Y on left, Meta button +B on right. You should be good then. Enjoy
Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.
If you need an agent to help with your Meta device, please contact our store support team here.
Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.
