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Box and Remote replaced problems still exist. Awful customer service….

On our wavelength

On 8th April we renewed our broadband and added a Stream Box.

For about a week or so everything was fine. Then the problems started.

Out setup is simple enough. Sony Bravia Tv, Sony HT-8500 sound bar connected via arc hdmi. Problems occur when powering the box on or off. When pressing the red button on the remote the box enters standby and the Tv and sound bar also enter standby. When pressing the red button to power on the box the Tv & sound bar power on with the box displaying live tv not the home Screen, now when pressing any button on the remote nothing happens except the light on both the box and remote flash when pressing any remote button.…so a signal is being sent to the box but absolutely nothing happens.

Pulling the power cable and plugging back in seems to sort it with all functions on the remote and box working however sometimes we have to unplug and plug in the hdmi cable as no signal is being sent to the Tv….This is fine up until the red button is pressed again then it’s back to square one….We’ve done absolutely everything VM customer services have told us including soft and hard resets, pairing the remote to the box and unpairing the same, changing all the HDMI cables and using different ports on both the tv and sound bar. After many calls to customer services, being transferred many times with no explanation or permission, being given the wrong information multiple times customer services agreed there was a problem and would send a new box and remote. The new box etc never arrived thus began a new round of phone calls with customer services, it turned out the new box was “incorrectly” sent with no tracking etc so VM didn’t know where it was.. so…..VM then decided to send me a VM V6 box…why I don’t know…..The last customer services person I spoke to seemed to understand what had happened but I was told I would now need an engineer visit, apparently if they sent another box and remote it would not work when plugged came yesterday (Wednesday) with replacements. Everything was replaced it still took 2 further replacement remotes while engineer was here. He told me he had remotes where the home button was faulty.
Fast forward to today and lo and behold it’s all happening again. In order for things to work we have set the box’s standby time to 24 hours and just using the white button on the remote to turn the Tv and sound bar on and off, it does mean leaving the stream box powered on permanently, not ideal.

I’m sorry for the long post but I’m almost at my wits end and really don’t want to have anything to do with customer service’s. We just want things to work as advertised..

Again sorry for the long post….


Very Insightful Person
Very Insightful Person

@daznflo wrote:

 We’ve done absolutely everything VM customer services have told us including soft and hard resets, pairing the remote to the box and unpairing the same, changing all the HDMI cables and using different ports on both the tv and sound bar….

Hi @daznflo 

There is a slightly newer method to reset the remote, I don't know if you or the tech have tried this one.

Firstly, you need to unpair the remote by pressing and holding the 'TV' button and the 'Rewind' button together for 10 seconds. The remote control should now have unpaired from the box.

The new pairing method.:
•    Put the box into 'Pairing Mode' by pressing the Standby/On button on the front of the box for 10 seconds.
•    On the remote control, press and hold the 'TV' button and the '0' button together for 10 seconds.
•    A message should appear on the screen confirming that pairing was successful.


Did you use the following methods  to perform the soft/hard resets?

Unplug the USB from the back of the box and then hold the power button on the front of the box while  plugging the USB back in. (Keep hold of the power button while doing this) Keep holding the power button in when the Welcome screen appears for 5 seconds and then let go. 

A menu will appear. Now tap the power button to select which reset option (hard or soft) you prefer. I would try the soft reset option first, and if that fails try the hard reset. Then hold the power button again for 5 seconds on the one selected option to reset it. 


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On our wavelength


yes we are aware of these methods and have done exactly as described. The engineer also did this using the method you described while he was here.

We've just switched from Sky and it's the worst decision we have made. Virgin Media have come across like absolute cowboys. 

The gear they are using doesn't seem like it's fit for purpose and their so-called experts have no idea why things are behaving the way they are. 

I can't believe we have to pay for such soddy services.