360 remote not working

[cb862]

Our 360 remote isn’t working. Have tried resetting and repairing using the following steps:

- Holding TV and rewind for 10 seconds

- Holding TV and 0 for a further 10 seconds

I also can’t use the app because the box comes up with a network connection error which needs a remote to operate. As it’s not connected to our network, I can’t control with my phone if that makes sense.

I’ve replaced the battery with new ones too.

Is there anything else I could try? If not, I’d be really grateful if a Virgin staff member on this forum could message me to order a replacement. Thank you.

[roy247 · Accepted solution]

If you turn the box on using the red power button on the front of the box can you then use the TVGO app because it should then be connected to your network, (if the box is set to fast start or active start the app should be able to connect).