Forum Discussion

alan1955's avatar
alan1955
Joining in
8 months ago

Remote wont control tv

Just updated to tv360, remote will not control tv

When trying to pair it sees tv, but won't pair saying, sorry some services not available right now  we working hard to fix. Messages code CS9993.

I have tried everything else from suggestions and help line,  no luck

Box also started buzzing since upgrade.

Cheers for any help

Alan

  • BlueLou's avatar
    BlueLou
    Virgin Media Staff

    Hey Alan

    That error suggests your box has a connection failure.  You should be able to view live TV, but can you watch anything on demand or via an app?

     

    • alan1955's avatar
      alan1955
      Joining in

      Hi

      I can watch on programs via apps.eg BBC player, you tube8

      • alan1955's avatar
        alan1955
        Joining in

        I did try to run the online diagnostic test,  it said I had connections issue , BUT I DONT HAVE THE BOX IT SAID ISSUE WITH, then wouldn't do any more, tried again ant unable to run test

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Alan,

    I realise that you have a new 360 remote but have you got any spare batteries?  If so try inserting a new set of batteries into the 360 remote as this has worked in the past.  After doing that if the remote still isn't pairing then try to pair the 360 remote by holding  down the 'TV' button and '0' button together until the Standby button (top right hand corner) starts to flash.

    It hasn't happened recently to me, but in the past when I had error CS9993, rebooting the 360 would often clear the issue.

    The box shouldn't be buzzing.

     

     

    • alan1955's avatar
      alan1955
      Joining in

      Tried couple of different sets batties, no good, tried the other ,no good. I tried everything I seen on here/you tube/virgin help and nothing works.  I have another box/tv downstairs and that worked fine.  When I first did installation I had to use remote code that was on the package as come, don't knock when that significant