I had the same issue when I got the v6. It was only just released when I upgraded and the engineer admitted he didnt know how to pair the remote via RF. I had to figure it out myself.
When I upgraded to oomph aswell, I had to be referred to a special department to deal with any queries as the usual staff couldn't help.
They just dont seem to have the knowledge at point of launch!
Glad you have an engineer coming to sort it now.
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Services and Equipment;
HUB4
x2 V6 Upgraded to tv360
Ultimate Ooomph Gig1 with UHD
VM Telly Tablet