Virgin TV 360 remote control won’t adjust volume on sound bar (or on TV)
I rejoined VM yesterday having previously been with Sky and I had a new hub and Virgin TV 360 box delivered last night. My TV is a Sky Glass TV and my sound bar is a brand new Hisense HS3100 model.
I connected my TV, sound bar (via the TV's (eARC) HDMI port) and new Virgin TV 360 box earlier today and everything seems to be working as it should. Without me having to enter any device information, the remote controI automatically recognised both my TV and my sound bar and the remote control turns both of them on and off but, one thing I noticed is that the remote controI will not adjust the volume on my sound bar. It won’t turn mute on/off on the sound bar either.
I’ve gone into SETTINGS / AUDIO & VIDEO / Pair remote to audio system and I have then selected ‘Pair amplifier’ where ‘Hisense’ was already pre-populated (so it appears to have automatically detected the make of my sound bar). It then offers two options either ‘Start key testing’ or ‘Enter device model number’.
I selected ‘Start key testing’ first and it asked me to press OK on my Virgin TV remote. It then says ‘Pair Remote – Thanks! The remote just tried to send a signal. Did mute work on the device you’re trying to connect?’ which it didn’t. I tried this several times but it still didn’t work.
I therefore returned to the original ‘Pair amplifier’ menu and selected ‘Enter device model number’ and it asked me to ‘Enter the first 4 characters of your device model and hit GO’. My new sound bar is a Hisense HS3100 so I entered ‘HS31’ and then hit GO. It said ‘Sorry, we can’t find a device containing HS31. Please try again, or pair your remote with key testing. It might not be possible to pair older devices.’ As noted above, my sound bar is brand new, not an older device.
I also tried entering‘Hs31’, ‘hs31’ and ‘3100’ but all of these still returned the same can’t find the device message. I even tried ‘HISE’, ‘Hise’ and ‘hise’ for Hisense (hoping that it might bring up a list of various Hisense sound bar models to choose from but it didn’t) but none of those different combinations worked either.
I then also turned the sound bar off altogether and tried to mute and also adjust the volume on my TV with my Virgin TV 360 remote control but that did not work either.
I would be interested in hearing back from anyone who has perhaps experienced a similar problem to what I have described above, or from anyone who can offer any guidance on what else I could maybe try.
I look forward in anticipation of any responses received.
On the 360 go to Settings > System > One Power and set it to On
Your Sky Glass TV should already have HDMI-CEC enabled by default.
The 360 remote should then be able to control the HS3100 soundbar directly through the Sky Glass TV.
(I have the Hisense AX3120G and can't pair it directly using the 360's Pair to audio system) I also have an LG OLED 48C TV which pairs automatically to the 360, and the 360 remote also controls my Hisense AX3120G soundbar
To check this/or set it up, click on Settings > Audio & Video > Pair remote to audio system. Then click on Change TV setup, and ignore the Pair amplifier Hisense option.
Instead click on Change TV setup. Then click on Choose your TV brand (Sky) and click on Start Key Testing.
On the next screen you should be able to click on OK on your 360 remote to test that it controls Mute. (It offers the options I'm not sure/yes/no)
You should then be able to test Volume Up, followed by Volume Down. (On my LGTV it also tests the TV Info option which brings up a box showing the screen resolution and audio type currently being played, although that last option may not be available on your Sky Glass)
