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AnneLogie1's avatar
AnneLogie1
Tuning in
18 days ago
Solved

Problems with 360 upgrade

I have a V6 box and received the remote to upgrade to 360. The problem is that the new software was installed but is now stuck on the video about the Remote and use of 360. The remote won't work on the screen or to switch off the box. I can use the remote though to switch through sources and the TV button works.

I have tried all the suggestion on this Forum for switching the box on and off at wall socket, and with On-Off switch coupled with the power and  + and/or - button. I've also switched the internet off and on.

Any suggestions?

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remote
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  • AnneLogie1's avatar
    AnneLogie1
    16 days ago

    I thought the remote was working as I could use it to change Source so I didn't check the batteries. However when I did they were dud. All working now and engineer cancelled!

5 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    18 days ago

    Hi AnneLogie1​ 

    Sorry to see you are having problems with the regrade to 360.

    I know it sounds silly but have you pulled the plastic tab out from the back of the 360 remote so the batteries can make contact and allow the remote to work?

    Also try new batteries (they often need changing even when 'new')


    You can 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'.


    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 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. 

  • AnneLogie1's avatar
    AnneLogie1
    Tuning in
    17 days ago

    Thanks for the suggestions. I've got an engineer booked for tomorrow so I'll see what s/he does.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      14 days ago

      Hello AnneLogie1,

      Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’ve been having with your TV service.

      Did the engineer visit resolve your issues?

      Kind Regards,

      Steven_L

  • AnneLogie1's avatar
    AnneLogie1
    Tuning in
    16 days ago

    I thought the remote was working as I could use it to change Source so I didn't check the batteries. However when I did they were dud. All working now and engineer cancelled!

    • newapollo's avatar
      newapollo
      Very Insightful Person
      16 days ago

      Thanks for updating the thread AnneLogie1​ 

      It's an easy solution, but one that shouldn't really be necessary as you would expect the batteries to be new and fully charged.

      Any other problems or questions don't hesitate to shout.