Forum Discussion

LippyAddict's avatar
LippyAddict
Tuning in
2 months ago

Replacement Remote Control

I have been going round in circles all morning trying to order a replacement remote control online or by phone.  Phone calls do not let me speak to someone and direct me to a link online, this link does not let me order a new remote control, only instructions how to reset it.  Have reset the controller numerous times.  It changes channels etc but cannot use it for the volume button, mute button and the TV source button. Have tried all avenues i.e. new batteries etc but cannot get it to work. It worked perfectly well until a few days ago and I would just like to order a new remote control.  Hoping someone from Virgin will see this and reach out to help resolve the issue.
KR
Jaki

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

    A VM Mod should pick this thread up in a day or two and discuss with you directly.

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

    Hi Jaki,

    You say you've reset the remote several times but cannot use it for the volume and mute functions, or for changing the TV source.

    Check the following actual TV360 settings.

    Settings > System > Diagnostics   and make sure that the box is connected to the internet. (It might also be worthwhile rebooting both the hub and 360)

    Settings > System > One Power and make sure that is switched to ON - you also need to ensure that your actual TV has HDMI-CEC (or it's equivalent) turned on so you can use the source button to cycle between the inputs.

    Settings > System > Volume keys control and possibly switch between (your make of) TV and/or (your make of) amplifier/soundbar.   It's very easy to accidently have this left on the wrong one which will prevent the 360 remote changing the volume. You press OK on the 360 remote control to switch between the two options, and then press the back button on the remote control  to save the setting.

    Also try the following to get your 360 remote working agin.

    It should work by holding 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. 

    • LippyAddict's avatar
      LippyAddict
      Tuning in
      2 months ago

      Hi

      Thanks for this.  The remote is showing as paired to the TV, it just doesn't work for volume control and TV source ??.  Was okay until a couple of days ago. I have tried resetting and rebooting numerous times, hopefully I can get a replacement organised.

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 months ago

        Hello LippyAddict,

        Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your remote control. We can arrange for a new remote control to be sent from here. We will need to take some details via private message to do that. Please look out for my private message and we can get started.

        Kind Regards,

        Steven_L