360 volume not working

Yes @carley _s  I've tried everything that he said it did work before we got it installed and got it replaced because of a sudden fault but it doesn't work properly but we did manage it before but now we can't get it to work from.jonnie 

Are you connected directly to the TV for the sound, or are you using a soundbar?

Have you tried new batteries in the 360 remote?

Please try the following.  Hold  down the 'Live TV' (the one on the right hand side directly below the red power/standby button) and '0' button together for around 10/15 seconds. The Standby button should then start to flash followed by an onscreen message displaying 'Pairing successful - this remote will only work with this Virgin 360 box'.

If that fails you can also try the following:-
Put the box into 'Pairing Mode' by pressing the Standby/On button on the front of the 360 box for 10 seconds.  Then using the remote control, press and hold the 'Live TV' button (the one on the right hand side directly below the red power/standby button) and the '0' button together for 10/15 seconds. And fingers crossed hopefully a  message should appear on the screen confirming that pairing was successful.

You can also press Home > Settings > Audio & Video > Pair remote with devices > Press OK then  Pair TV and follow the on screen instructions.

Also, double check under Settings > Audio  Video > Volume Keys Control that it isn't set to (TV make) Amplifier instead of your TV make.