I can re-pair with the 360 box, going through the steps it mutes, increase and decreases volume, but when out of the settings menu watching a program, the volume control no longer works controlling my Hisense TV again.I have a second 360 box used in the bedroom connected to an older Sony TV that has no issues and works.I've tried switching remote controls, with the same issues happening, both stop working the volume on my Hisense TV after pairing.I've switch 360 boxes around from each room, which ever 360 box connects to the Hisense TV initially works after set up, but then stops working not long after.What is very odd though, and i suspect is the issue, there is a phantom Sony Amp listed as a pair device to connect to when either of the 360 box is connected to the Hisense TV, i don't have a Sony amp and there is no option to remove this amp or select the TV as the audio input, the 360 box only connects to the Virgin broadband, power and TV. CEC control for all of my devices are disabled.I have a suspicion that one of my neighbours may have a Sony Amp connected via Bluetooth somewhere, is the 360 box connecting to this automatically? Without authorisation from users?Virgin really needs to allow a disable to remove option for paired devices, never had this issue with any of their older boxes prior to getting the 360's.

Factory resetting has made no difference. I've also tried with both 360 remotes with no success.I've tried a factory reset, choosing the keeping recordings and this hasn't helped.I have found one solution though, powering off the TV from the wall and powering it back up after some time, then re-pairing the remote with virgin box helps allow the volume controls to work again, and so far so good.What i have noticed though, when the remote is working, when accessing the 360 settings menu for Audio & Video, the bottom option is listed as "Pair remote to audio system" as this options wording changes when the remote stops controlling the volume on the TV.What is also strange, when the volume stops working, the remote can still the TV's input controls for change to other HDMI devices on the TV.I suspect that there is a bug in the 360 software controlling the interface and there needs to be a change made to the software to allow the option to remove devices for audio or at the very least an option to select TV only.

There is a phantom Sony Amp listed as a pair device to connect to when either of the 360 box is connected to the Hisense TV, i don't have a Sony amp and there is no option to remove this amp or select the TV as the audio input.When the remote is working, when accessing the 360 settings menu for Audio & Video, the bottom option is listed as as this options wording changes when the remote stops controlling the volume on the TV.When you see the message "Pair remote to audio system" next to the pair remote with devices option, is there another option below there (Volume keys control) ? If so clicking on that should switch the volume control between the TV and the phantom Sony amp. Make sure your TV name is shown there and then press the back button on your 360 remote (just above the volume buttons)

I have been having a similar problem. My remote has worked flawlessly with my Samsung TV. I recently paired my 360 remote to control the volume of my Arcam amp. I now don't seem to be able to get the remote to go back to controlling the TV. I go through the pairing set up and the remote will adjust the volume of the TV while in the set up up menu but as soon as I exit it it stops controlling the TV volume again. I turned on my Arcam amp and pressed the volume up button on the 360 remote and it turned the volume up. It is as if the 360 box is stuck paired to the amplifier. There appears to be no option to impair the amp to see if this would resolve the issue. Can anyone offer any advice.

I’ve had my 360box since May. The remote is paired to a Hisense TV and I’ve been suffering volume control problems as others on here have since about the end of June. Some times all is ok for several days and other times it will happen two or three times over a short period of time the same evening!This thread has now been going on for over three months and you are still putting out the same ‘Try this, try that’ responses which don't appear to have resolved the problems for anyone affected.From more or less the start, the originator, Darksideof moon, concluded after the logical steps and elimination procedures he has carried out that it is more than likely a software problem.Even though it would seem sensible to pursue this, it doesn’t appear from the team’s responses that anyone has actually done so. Seems to me the replacement of boxes and remotes as a solution before eliminating the possibility – (probability ?) - that the-software is the cause is a costly way of going about it.Like Darksideofmoon, I’m convinced my box/remote is being affected by something in a neighbouring property, in my case almost certainly a Hisense TV and that it is caused by a software problem.My reasoning being:-1/ When the Virgin remote won’t control the volume, The Hisense one still does.2/ Besides mine, two Virgin Wifis are showing on the list of networks in the vicinity of our house.3/ After successfully re-pairing my remote I know exactly when it has failed again because a panel briefly appears, top right on my telly that tells me my remote is now successfully paired to my Hisense TV !! What it should be telling me is that it was,- it isn’t now, - and it’s paired to somebody elses.4/ When going through the ‘Pair Remote To Audio’ procedure, on the panel shown in DSM’s posting dated 08.08.2023 14.12, the same left side’ Pair TV - Hisense’ choice appear, but the one on the right doesn’t have an option to pair a named source.I suspect that because it’s sometimes several days between it happening, someone has a second TV, a Hisense, which they only turn on occasionally.If as it seems you haven’t passed on Darkside’s observations and suspicions to your software people for investigation, could I respectfully ask you to consider doing so, together with mine and let us know their conclusions.

Hello again,Wondering if your IT people have got around to having another look at the problem yet.I’m still having to reset the remote regularly and although I can do this quite quickly now, - by having had to do it several times a week, - when I’m not around, my wife can’t. She wants out.If it is a problem that we are stuck for as long as we are prepared to stay with Virgin,could you get someone to at least confirm that is the case.Although saying that it is and losing a comparitively few customer would seem to be the easiest solution from Virgin’s point of view, we’ve been with you for many years almost trouble free and would prefer to stay with you.An early response would be much appreciated.

360 TV remote no longer able to control TV volume. | Virgin Media Community

95 Replies

roy247
Hero
2 years ago
Have you tried factory resetting the remote.
Press and hold the TV and Rewind button for 10 seconds which will factory reset the 360 remote. After the factory reset, try pressing TV and 0 button for 10 seconds and it should now force pairing.
It might re-pair to the TV automatically. I am pretty sure that the 360 won't be connecting by Bluetooth to the Sony. If resetting the remote doesn't remove the Sony you try a factory reset of the 360.
It's only a partial system reset and not a complete factory reset. You are given 2 options,
Keep Recordings
Format Disk
Choosing Keep Recordings, means you won't lose your recordings and any planned recordings or series links you've set up, but you will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again, also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.
- Darksideofmoon
  Superfast
  2 years ago
  Factory resetting has made no difference. I've also tried with both 360 remotes with no success.
  I've tried a factory reset, choosing the keeping recordings and this hasn't helped.
  I have found one solution though, powering off the TV from the wall and powering it back up after some time, then re-pairing the remote with virgin box helps allow the volume controls to work again, and so far so good.
  What i have noticed though, when the remote is working, when accessing the 360 settings menu for Audio & Video, the bottom option is listed as "Pair remote to audio system" as this options wording changes when the remote stops controlling the volume on the TV.
  What is also strange, when the volume stops working, the remote can still the TV's input controls for change to other HDMI devices on the TV.
  I suspect that there is a bug in the 360 software controlling the interface and there needs to be a change made to the software to allow the option to remove devices for audio or at the very least an option to select TV only.
  - Kain_W
    Forum Team (Retired)
    2 years ago
    Thank you for the update, Darksideofmoon.
    
    To clarify, are you currently experiencing no trouble adjusting the volume, or does the issue resurface intermittently?
    
    Please keep us informed.
    
    Regards,
Darksideofmoon
Superfast
2 years ago
There is no option for "Volume keys control" when the TV volume functionality breaks.
Those steps doesn't help.
As stated though, currently the issue is fixed after i had powered off the TV completely and then powered it back on again.
Darksideofmoon
Superfast
2 years ago
This is what shows when the 360 box is working correctly, when its not working correctly the only difference is the wording on the right hand side when highlighting the "Pair remote to audio system" is different when the TV volume control is working compared to when its not.
There is no extra options appearing.
- John_GS
  Forum Team
  2 years ago
  Hi Darksideofmoon
  
  Thanks for coming back to the thread. How are you aware of this Amp being involved please?
  
  Best wishes.
  - Darksideofmoon
    Superfast
    2 years ago
    When the volume control isn't working with the TV, when attempting to fix the issue previously, going into the option of "Pair remote to audio system" this screen appears. This is how i know there is a phantom Sony Amp.
    
    I also know that this isn't normal as the 2nd 360 box in my other room doesn't have this Sony amp anywhere and its never had issues changing the tv volume on the Sony tv its connected to.
Tidwell54
Joining in
2 years ago
Thanks everyone for contributing here.
Darksideofmoon
Superfast
2 years ago
That doesn't make much sense, why would this issue happen with my Hisense TV and not my Sony TV?
Both 360's work with my Sony TV adjusting its volume.
Both have the intermittent issue with my Hisense TV.
Without a guarantee that replacement boxes are going to fix this, i'm not happy in getting them replaced as it would mean all of the recordings i have would be deleted and no way to get them back on any replacement box.

I'm sending this same reply on the DM.
- Zach_R
  Forum Team (Retired)
  2 years ago
  Hi Darksideofmoon,
  
  If you're stating that only one TV/third party device is impacted by the issue and that the issue doesn't lie with a specific box across both TVs then I would suggest reaching out to the manufacturer of the TV itself to see if they can offer any further guidance at this stage.
  
  Thanks,
  - Darksideofmoon
    Superfast
    2 years ago
    Its not the TV that has any fault and its not the device that's impacted, its the 360 that's the impacted device.
    The 360 remote still other tv controls functions on the TV, ie HDMI input control, with the 360 remote but it will not control the TV volume intermittently.
    This issue never happened with the TIVO prior to upgrading to the 360.
    Its not a TV issue and as i keep saying, if anyone dealing with this will bother to reed back at all of the comments i've been responding with, its an issue with the 360 remote software and it needs fixed or updating possibly with an option to manually remove other audio devices and select the TV as the audio control.
oliverb
On our wavelength
2 years ago
Since only a week ago my remote also stopped controlling the volume on my Panasonic Viera, I have re-paired it a few times but seconds later the volume control only fails, I will try some of the options others have tried. Unsure if the box has had an OTA update lately that may have caused it.
[Update - I do have an old Samsung audio device paired which I never actual used and is now not connected but still listed as paired and unable to un-pair, unsure if this is somehow, all of a sudden affecting my TV pairing]
- Steven_L
  Forum Team
  2 years ago
  Sorry to hear of the issues that you're having oliverb, have you been able to get your issues resolved or are they still ongoing at the moment?
  
  Kind Regards,
  
  Steven_L
  - oliverb
    On our wavelength
    2 years ago
    Yes I followed the solution of resetting and re-pairing the remote and it is working ok at the moment, ty
asmcd
Joining in
2 years ago
Hi. I have the exact same problem. My 360 box was replaced 2 weeks ago. The remote was not. The remote had worked tv volume flawlessly prior to the switch. Like you, in pairing the remote to my LG tv, it works tv volume and mute while in the settings screen, but as soon as you exit settings, it does not. I have tried new batteries, hard resetting the remote, saying no to "did the volume work" & forcing the box to try different codes, but as soon as I leave settings, it does not work, tho' it will still power the tv off.
- Steven_L
  Forum Team
  2 years ago
  Hey asmcd,
  
  Welcome back to the community and thanks for taking the time to post.
  I’m sorry to hear of the issues that you’re having with your remote control, I think it sounds like we need to send out a new remote for you, I can do that for you from here but I would need to take a few details via private message to do this. Please look out for my message and we can get started.
  
  Kind Regards,
  
  Steven_L
Carley_S
Forum Team
2 years ago
Hi asmcd

Thank you for joining us on private message.

Glad to hear that you've been able to resolve this issue now.

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).
- Del_tl1000r
  Tuning in
  2 years ago
  I have been having a similar problem. My remote has worked flawlessly with my Samsung TV. I recently paired my 360 remote to control the volume of my Arcam amp. I now don't seem to be able to get the remote to go back to controlling the TV. I go through the pairing set up and the remote will adjust the volume of the TV while in the set up up menu but as soon as I exit it it stops controlling the TV volume again. I turned on my Arcam amp and pressed the volume up button on the 360 remote and it turned the volume up. It is as if the 360 box is stuck paired to the amplifier. There appears to be no option to impair the amp to see if this would resolve the issue. Can anyone offer any advice.
  - roy247
    Hero
    2 years ago
    Hi Del,
    Do you have the option to swap between the TV and the amp.
    Settings > Audio & Video > Volume keys control.
eliteharbringer
Tuning in
2 years ago
Hi,
I have just upgraded to include Virgin Tv and the 360 so still in the cooling off period.
I paired the remote with my Samsung Tv only and whilst at 1st the remote controlled the volume on the Tv it has suddenly stopped, I have tried all the suggested stuff and see the same issue as being reported here, I can go into setup pair the remote with the Tv and during the setup the remote does control the volume, however as soon as setup is exited it no longer controls the T.V.
Can you suggest a way forward, whilst the volume issue may seem small it isnt helping in the move from Sky whre I had no problems to Virgin for T.V.
Cheers
- roy247
  Hero
  2 years ago
  It may help if you say which model Samsung TV you have, then if someone has the same model they might be able to help.
  I 'used' to have a Samsung and could switch between the TV and soundbar to control the volume without any problems.
eliteharbringer
Tuning in
2 years ago
Hi,
The Samsung is the UE55NU7300 and on software version T-KTM2LDEUC-1334.0.
As i said it all worked for a few days and then stopped and only works now when you in setup and as soon as you exit it stops working.
Cheers