My new stream box has an issue waiting to the TV for sound control

Hey Rob-Kirsten, thank you for reaching out and we are sorry to hear about your remote issue.

Did the advice above help at all or you still needing some support?

Make sure you've removed the plastic tab from the back of the remote so that the batteries touch the metal contacts (you might need to try fresh batteries)

Have you followed the online instructions to pair the remote, making sure that you press the  'Live TV' button (the one on the right hand side directly below the red power/standby button) ?

https://www.virginmedia.com/help/how-to/guides/tv/pairing-the-remote/stream/start