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Pausanias828's avatar
Pausanias828
Joining in
7 months ago

Activating TV360 do you really need 2 new remote controls?

Almost two weeks ago we received a new TV360 box to replace the older version we have. The accompanying paperwork said you need two new remote controls. One to set up the old box, then another to set up and use the new box. However, we only received one (although got two, instead of one ethernet cables). I contacted support using the online chat, as trying to get through by phone was proving troublesome. I explained what happened, and was told they would sent me another remote withing 3-5 days, which is now 7 working days ago, so basically have the old box which can't be used, the new one which can't be used, and I can find no trace of a remote being sent in the 'Track my Package' section of the website. We also have an old TV360 box in a different room which since all this can now no longer pause/record etc, which I assume is down to the activation of the other one not taking place. I have tried the chat again, but the bot didn't offer a relevant option. No idea why it is so difficult to talk to a real person nowadays. The thing is, does anyone know if it is possible to set-up/activate the new box with just one new remote, and if so, how? Any help would be greatly appreciated

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    7 months ago

     

    Pausanias828 wrote:

    Almost two weeks ago we received a new TV360 box to replace the older version we have.

    Which TV set top box  are you replacing?  <tivo or V6> 

    It's only the older tivo box that is swapped out for a 360 box.  So if you have the older tivo box then you don't need to use the old and new remote together,.  You just turn off and unplug the tivo box, then connect the new 360 box to the VM coaxial cabling, attach the HDMI cable to the 360 box, plug it into the wall, switch on and it will self install.

     .We also have an old TV360 box in a different room which since all this can now no longer pause/record etc, which I assume is down to the activation of the other one not taking place.

    TV360 boxes aren't supposed to be able to work with the older tivo and V6 boxes so I'm unsure how you can already have a  360 box that was working alongside the older tivo or V6 box. I have a feeling that your original set up was a tivo box and a V6 box.  (The V6 boxes look identical to the newer main 360 boxes but hused a peanut shaped remote and ran on the tivo operating system). Did your 'old TV360' box work with a peanut shaped remote, or a remote control that had a voice button?

    V6 boxes receive an over the air update which migrates them to a 360 (Horizon) box. That process requires you to use the old V6 remote at the start of the migration and then you are prompted to switch to the new 360 remote.

     

     

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    7 months ago

    Hi Pausanias828,

    Thank you for your post and welcome to our community.

    We're sorry to hear about the issues you've had with the set up of the new box.

    If you only have one 360 box, as the community here have advised, one remote would be all that is required. 

    You'd need to please use the old V6 remote at the start of the migration and then you're prompted to switch to the new 360 remote.

    Have you been able to complete the set up?

    Please pop back to us when you can.