Forum Discussion

PhilParry's avatar
PhilParry
On our wavelength
2 months ago

Getting a replacement 360 remote

After several attempts responding to emails to get the 'free upgrade' to a 360 box due to Netflix being no longer supported on my original Tivo box, I finally received said box.  

Tried installing it following the instructions on the leaflet and on the TV screen until got to the point where it said to press the 'TV' button and 'Clear' button on the remote together - except there is no button with 'Clear' written on it (unlike the remote on my original Tivo box).  Contacted the technical support by phone a couple of times, went through set-up with them but couldn't get remote to pair and supposedly a new remote was ordered - fast forward one week and no remote received, so phoned again and was promised a remote had been ordered and just to make sure the Virgin rep said he would order another.  Fast forward another week to today and still no remote.

So how do I get a replacement remote so I can watch the TV programmes I am expensively paying for??

 

360 remote
360 remote broken
360 remote control
  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    It sounds like you already have the new 360 remote as that doesn't have the 'Clear' button. The 360 remote has a voice button and is rectangular in shape, unlike the tivo and V6 remotes which are peanut shaped and have the 'Clear' button.   

    Since you've received the new box indicated in the emails to get the 'free upgrade' to a 360 box due to Netflix being no longer supported on my original Tivo box;' you need to remove the tivo box and plug in the new 360 box and follow the instructions shown from section 2 page 15 onwards in the following link.

    https://assets.virginmedia.com/resources/pdf/TV360.pdf

    Below is a picture of the 360 remote

     

    • PhilParry's avatar
      PhilParry
      On our wavelength
      2 months ago

      Thanks for your reply. I've received the new 360 box and plugged it in and followed the instructions.  The instructions to pair the remote were on the TV screen, and this is where the instruction to press the 'Clear' button and the 'TV' button together was shown.

      Subsequent to this I contacted by phone the technical support team who had trouble helping me pair the remote and they finally suggested that the remote was faulty and a new one would be sent. I waited a week and after nothing arrived I contacted the support team again and they confirmed one had been ordered but said that as I hadn'y received it they would send another.  Over one week later I still haven't received a new remote!

      My question is how do I get a new replacement remote so that I can use the 360 box and watch the programmes on my TV which I am paying for?????

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

        Hi again PhilParry,

        Sorry to see you are still having problems setting up the 360 box.

        It's possible that the new box you have been sent is still a tivoV6 box which hasn't been updated to the TV360 firmware yet.  If this is the case that may be why you are seeing the message about pressing the Clear and TV buttons.

        Have you tried pressing the Clear and TV button together using your the remote from your original Tivo box? This might help you move forward to the stage where you are asked to swap over to the new TV360 remote

        The TV360 remote has a plastic tab in the back which needs removing so the batteries can make contact and start working.  Even though it's a new remote you might need to change the batteries.