Thanks Steven-L,
Hope they can, - or will, - and it leads to the problem being finally and quickly resolved.
L.L.
Hello again,
Wondering if your IT people have got around to having another look at the problem yet.
I’m still having to reset the remote regularly and although I can do this quite quickly now, - by having had to do it several times a week, - when I’m not around, my wife can’t. She wants out.
If it is a problem that we are stuck for as long as we are prepared to stay with Virgin,could you get someone to at least confirm that is the case.
Although saying that it is and losing a comparitively few customer would seem to be the easiest solution from Virgin’s point of view, we’ve been with you for many years almost trouble free and would prefer to stay with you.
An early response would be much appreciated.
Forum TeamHi there Lancashire-Lad
Thank you so much for popping back to us and we are so sorry that this issue has continued. I'm going to pop you a private message so we can take a closer look.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
Hi again Ashleigh.
No new message appeared yet.
Forum TeamHi there Lancashire-Lad
I'm so sorry the message hasn't come through yet, I've popped one across now please do pop back when you can.
Unbelievable!
Over three months since my first posting and now, ( last Thursday,) you're asking for my personal details again so you can ….”Take a closer look for you and see what we can arrange”. What a farce.
What possible reason can there be for needing this info again in order to take the action I requested to try to get closer to resolving this whole sorry saga?
Forum TeamHi Lancashire-Lad, thank you for your post.
We understand your frustration, but we always have to go through the same process before proceeding.
Please respond to the private message at your earliest convenience.
Regards,
Daniel
Sent reply with requested details.
Early respnse explaining what will be done next would be appreciated..
Forum TeamThanks Lancashire-Lad, Dan will be in touch as soon as possible via the PM 🙂
Rob
Did you get any joy from VM about this, i'm curious if they fixed your issue.
Hi Darkside,
No. Haven’t even had a missive from Dan yet after more than three weeks. He must be a very busy guy.
It appears that VM don’t or won’t accept it is a software problem as suggested last August by you after the detailed ‘elimination process’ you carried out, and the conclusion of the two software programmers I explained the situation to.
It would be interesting to hear how VM’s IT people have come to the conclusion a simple software update would not eliminate the problem, and as replacement remote controllers aren’t the answer, where the solution lies.
Meanwhile, me, you,- (I assume from you posting you’ve still got the problem)- and other customers are paying a fair amount of money for an unsatisfactory service.
Have you any more thoughts on the situation or have you actually managed to find a ‘workround?’
Forum TeamHi Darksideofmoon,
Thanks for coming back to us in the Community regarding this. We're sorry this is continuing for you.
There isn't anything more we can suggest other than to re-pair the remote I'm afraid. It's also worth reaching out directly to the manufacturer of your TV to see if they have any ideas as to why this would keep resetting.
Apologies once again.
Thanks,
Forum TeamSorry to hear this, what TV do you have?
With us being a 3rd party device to your TV we can't guarantee the remote will control your volume, the main control which come with the tele sometimes can only do that.
For example if it worked before and there has been software update from lets say LG for example it might not work again until we update our boxes.
Hi there Mathew,
Thank you. At long last an acknowledgement that an update to your software could solve the problem.
1/ My TV is a Hisense, Model H4080E5500UK which I bought in June 2020.
After pairing my Sky remote with it, I had no trouble controlling all the functions of the Hisense one. The problem began when I changed to Virgin TV and paired the 360 box remote .
2/ I accept that you can’t guarantee that control of the volume, (or any other function), will work with all makes and models of TVs. But the Virgin remote is capable of controlling the volume of my Hisense TV. It has done so since the initial pairing - most of the time! What it isn’t able to do, is prevent some other Hisense TV in my near vicinity pairing with it and taking over control. Please have a look back at my previous posting of 6.11.23. I assume the message on the screen mentioned in note 3/. is generated by Virgin and not Hisense.. Am I right?
3/ Seeing as my problem first occurred shortly after the 360 box was installed in May/June last year it doesn’t seem likely that an update since by Hisense is the cause. However, - as you have now told us that ” …… it might not work again until we update our boxes”, It would be much appreciated if you would expeditiously look into whether an update by VM would indeed solve the problem.
Thanks again.
Forum TeamHello Lancashire-Lad.
Thanks for the reply.
Would you be able to see what update you have on your 360 box please just go to Home then the settings cog and then Info.
The latest version is V5.01.
Gareth_L
Hi Gareth_L
Sorry to butt in I wonder if the following could make any difference.
The latest 360 version is 5.08 which I received on March 6th
It might be worth looking at which actual 360 remote control and version number Lancashire-Lad (and any other customers) have in case that makes a difference..
I have a old V6 which was converted to the 360 platform
I also have two 360 remotes (although only one can be paired at a time) I requested a new one as the source button had stopped working.
The older larger 360 remote which takes 4 batteries is Remote Control Software Version 008.000.6819 and Remote Control Application Stack version 015.000.6819
The newer 360 remote which takes 2 batteries is Remote Control Software Version 003.002.8806 and Remote Control Application Version 003.002.8806
I've 2 of the newer remotes for both of my boxes that had the issue (as i seem to have found a work around for the fiasco....).
No access to the older versions.
Hello there Gareth,
My 360 box is updated to V5.08, so V5.01 is nowhere near being the latest one. it wasn’t even the latest one when my box was installed in 1st week of July, - (not May/June as I mistakenly stated previously), V5.03 was released at the end of June!
I’ve checked what all updates, V5.03 to V5.08 deal with, and not one of ‘em is even remotely related, - (sorry, couldn’t resist it,) – to the volume control problem.
As we are getting nowhere and it seems we never will, could you please PM me outlining what the procedure is for me to escalate it.
Tried to send you ar PM today but unable to do so for some reason.
Forum TeamHello Lancashire-Lad
Happy to send PM for you then we can see how to get this resolved.
Before I do can you please confirm what remote control version you have please.
If it takes 2 or 4 batteries?
newapollo Thank you as well for the valuable information. It would be worth going down that route for a fix.
If you can check your logo at the top right of your screen that would be great.
Regards
Gareth_L
Hi new apollo,
Thanks for putting forward your suggestion re remote software to Gareth L.
He's now sent me a PM asking me for my remote model number, and software version. I've got the reference numbers for both my 360 remotes but I don't know how to find the software version,
If you could point me in the right direction it would begreatly appreciated,
Regards. LL
Hi again LL
Click on Settings > Info > About and then scroll down to the second page
Cheers Dave,
Codes on my remote are the same as yours:- Software Version 003.002.8806 and Remote Control Application Version 003.002.8806. Wouldn’t mind betting they’re all the same.
Hi Graham,
Remote model no is CP92 12313 E002993. It takes 2 batteries and has Control Software Version 003.002.8806
Hi Gareth.
I've attempted several times to reply to the message you sent me today without success. I typed in Gareth_L in the send to box and every time it bounced back as invalid.
Had trouble before when sometimes they go and others they don't. Will you send me another PM telling me what I'm doing wrong or if there's another way to contact you. Ta.
Had this problem before . Sometimes
Hi again LL
Try clicking (or right clicking) on gareth_L's name in red on the post he made to you on this thread.
This should open his profile page and then you should be able to message him by clicking on the red "Send a message" icon
Thanks newapollo. I think I did what you explained but the attached response comes up when I try to send.message.
