Welcome back into the Community, I can see it's been a while since you dropped in
I'm sorry to hear that the remote isn't working as it should, I would recommend changing the batteries and possibly check to see if there's any obstruction with the button. Failing that, please call our customer care team on 150/ 0345 454 1111
Thanks for getting back to us, sorry again for the inconvenience you're experiencing at the moment.
When you press the pause button, do you see the red light appear at the top of the remote? It not, it could be a faulty remote, in which I'd recommend giving our team a call on 150 from any Virgin line or 0345 454 1111 from any other line so we can order you a new one
Yes the red button does appear. The remote isn't faulty. When I press the play/pause button the bar at the bottom pops up which shows how far into a programme I am. It's almost like the button is assigned to the wrong thing
This is an odd one, I'll be happy to help check this out with you.
When I look at your box remotely there is an issue with one of the tuners which I suspect maybe a possible issue. Can you please power off/on the box to give it a refresh and let me know if this cures the problem?
A reboot can fix most issues that crop up and hopefully this should help. Let me know if this helps, I can check further.
I look forward to hearing from you.
Tech fan? Have you read our Digital life blog yet? Check it out
I am experiencing the same problem. Red light shows when you press pause and bar shows on screen but nothing happens. The remote has always been like this. All other buttons work. Re boot does nothing to help. Can you please advise what to do?
Welcome into the Community, it's nice to meet you.
The remotes go through so much in our homes, the children have it and sometimes our pets think it's our favourite toy. Over time things stop working as nothing lasts forever. The good news is if you pop on the phone to us on 150/ 0345 454 1111, one of the team can get one sent out to you
Take care and be sure to let us know how it all goes.