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Gilly25's avatar
Gilly25
Joining in
2 days ago

Remote not connecting following change from 360 streaming box to 360 box

I unfortunately agreed to an update from a TiVo box to 360. First we were sent a 360 streaming box which worked initially. After a day the screen kept flickering and going off until it went off completely. After a couple of 5 calls an engineer came out, moved our hub from upstairs to behind the TV downstairs. This also meant out phone had to be moved from the hall to behind plugged into the hub (meaning the phone is now on the floor behind the TV!!!) The following day we could not get onto Virgin again, I rang customer service (after following all the turn off, turn on suggestions) and was told the streaming box might be faulty.

Part 2, was sent a 360 box which I connected to the point where there was a message to say the connection was successful and the remote had even been paired to my Panasonic TV. Great - except this is where it stuck! Couldn’t get connection between remote and TV. Tried to pair again - many times! Online help site said a new remote would be sent out (28.11.25), rang again 3.12.25 and said we had no confirmation or delivery. Was told he would make an urgent request for new remote. Still waiting!!
what else can I do - husband has dementia, struggles with any change and just wants to watch Sky Sports. It has been a month without Virgin now. All I can think of is to ring every day until an engineer is sent. 
I should say the V6 attached to a TV upstairs has updated successfully. Obviously these new remotes only work with the TV it is paired with so that doesn’t work with the 360. 

4 Replies

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

     was sent a 360 box which I connected to the point where there was a message to say the connection was successful and the remote had even been paired to my Panasonic TV. Great - except this is where it stuck! Couldn’t get connection between remote and TV. Tried to pair again - many times!

    First thing to do is check the back of the 360 remote control that is "paired" to the Panasonic TV.

    If there is a plastic tab still attached to the back of the remote as in the screenshot below then remove it -  that will allow the batteries to connect to the metal tabs in the 360 remote and hopefully get it working.

    If that plastic tab isn't here then open the back of the 360 remote and remove those batteries and try new batteries (sometimes the ones sent aren't completely new/fully charged)

    If that doesn't help then please try the following:-

    Hold  down the 'Live TV' button (the one on the right hand side directly below the red power/standby button, see screenshot below) and '0' button together for around 10/15 seconds. The Power/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 right hand side 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. 

     

  • roy247's avatar
    roy247
    Hero
    2 days ago

    Hi Gilly25

    Do you only have 1 or 2 360 boxes, the 360 remote does only pair with one 360 box, so each remote needs to be paired to that box and then paired to the TV.

    I should say the V6 attached to a TV upstairs has updated successfully. Obviously these new remotes only work with the TV it is paired with so that doesn’t work with the 360. 

    • Gilly25's avatar
      Gilly25
      Joining in
      2 days ago

      Thank you for replying. I have one V6 successfully paired with its ‘own’ remote and I know that only works with that TV (upstairs).  The problem is with the remote which was originally paired with a faulty (?) 360 streaming box (downstairs). This streaming box has been replaced with a 360 box and it seems the remote won’t re-pair with it. 
      Sorry if this sounds complicated - it is!!!!

  • Gilly25's avatar
    Gilly25
    Joining in
    2 days ago

    Newapollo - Thank you for responding so quickly. The tab is out of the remote as it paired successfully to the original 360 streaming box on 10 November. I’ve just tried new batteries (no difference) and also pressing the Standby/On button - which I hadn’t tried before. The remote flashes on briefly but no reaction from the box. 
    I honestly have tried to re-set and re-pair this remote so many times over these 4 weeks.