The mute, tv off and volume up/down buttons on my virgin 360 remote are no longer working. Was working for the first few weeks but not anymore. Very frustrating! I have tried everything - factory reset, settings > audio and video > pair remote to audio systems / held down 0 + tv button and. Tried to pair 😞 help?! Every other button on remote works
If you go to audio and video does it show your TV or soundbar next to Volume keys control and One power set to on. If it does then you may have to reset and start again if they are not working, you can try a factory reset of the remote first, you do mention doing a factory reset just don't know if it's remote, box or both so could be going old ground,
Press and hold theTVandRewind buttonfor 10 seconds which will factory reset the TV 360 remote. After the factory reset, try pressingTVand0button for 10 seconds and it should now force pairing.
Then repair your remote with your TV, audio and video, Pair remote with devices.
If that doesn't work then it may be a case of factory resetting your box, it may sound drastic but it's not really and it cured a silly problem I was having with my remote only on the TV guide, go to System, Factory reset, select keep recordings and go, then repair your remote, you might get prompted by the box for the repairing. You won't lose your recordings or series links but will have to renter any app login details.
If that doesn't work you might need to phone Virgin but come back with your results, also is it TV or soundbar that isn't working.
I would try factory resetting the remote and pairing again one more time, and if that doesn't work phone Virgin for a new remote, as a temporary measure you can use the TVGO app as a remote on your phone or tablet.