Just got new remote today to upgrade our 2 V6 boxes to V360. All went fine with pairing the main TV (an LG smart TV) so that the volume, TV power and mute buttons work on the V6 remote for the TV.
However, the second box is connected to a standard ALBA TV (non-smart) and although the 2nd remote is paired to the V360 box, when I select "Pair Remote with devices" instead of getting the below screen (as per Youtube video on Virgin's channel), I just get a screen that says scanning for device with a white spinning wheel which keeps on spinning and not giving me the option to select a TV manufacturer.
Bizarrely, the old remote for the V6 box still works to adjust the volume and turn my TV off but not my new remote.
Tried ringing Virgin's help desk tonight but after an hour, they couldn't give me an answer.
However, the second box is connected to a standard ALBA TV (non-smart) and although the 2nd remote is paired to the V360 box, when I select "Pair Remote with devices" instead of getting the below screen (as per Youtube video on Virgin's channel), I just get a screen that says scanning for device with a white spinning wheel which keeps on spinning and not giving me the option to select a TV manufacturer.
Bizarrely, the old remote for the V6 box still works to adjust the volume and turn my TV off but not my new remote.
Hi FoxyRhino
Have you tried rebooting the 360?
Make sure the 360's got an internet connection by checking in Settings > System >Diagnostics
Although it's a new 360 remote, have you tried putting in new batteries?
Have you tried pairing the remote that's working with the LG TV with the Alba TV?
Also, try pairing the 360 remote by pressing and holding the TV button and the rewind button together for around 15/20 seconds. It should pair automatically.
Make sure the 360's got an internet connection by checking in Settings > System >Diagnostics. Can get Iplayer working so definitely connected to internet.
Although it's a new 360 remote, have you tried putting in new batteries? It's not the remote that's faulty (every other button works)
Have you tried pairing the remote that's working with the LG TV with the Alba TV? Yep, tried that.
Also, try pairing the 360 remote by pressing and holding the TV button and the rewind button together for around 15/20 seconds. It should pair automatically.
It's not the pairing between the remote and the V360 box that's the problem. It's that I don't get the screen from this menu option that I posted before (one with an option to select a TV and one with a sound bar), I just get this screen. What I don't understand is that pairing a remote to a TV shouldn't need any internet connection - it's something the old One For All remotes used to do when there wasn't such a thing as a Smart TV.
Also, if I leave the screen with the spinning wheel, the box eventually gives a message about no internet connection and then resets (it seems to do this even if I come out of the pairing menu straight away when it doesn't bring up the option to select a TV manufacturer and then reboots about 5 minutes later).
However, the second box is connected to a standard ALBA TV (non-smart) and although the 2nd remote is paired to the V360 box, when I select "Pair Remote with devices" instead of getting the below screen (as per Youtube video on Virgin's channel), I just get a screen that says scanning for device with a white spinning wheel which keeps on spinning and not giving me the option to select a TV manufacturer.
Bizarrely, the old remote for the V6 box still works to adjust the volume and turn my TV off but not my new remote.
Hi FoxyRhino
Have you tried rebooting the 360?
Make sure the 360's got an internet connection by checking in Settings > System >Diagnostics
Although it's a new 360 remote, have you tried putting in new batteries?
Have you tried pairing the remote that's working with the LG TV with the Alba TV?
Also, try pairing the 360 remote by pressing and holding the TV button and the rewind button together for around 15/20 seconds. It should pair automatically.
You could try connecting the Alba TV to the working 360 and see if it will pair to that to rule out a possible box problem.
If it does pair with the other box you could try a factory reset of the box that isn't pairing using the keep recordings option if you haven't already tried doing that.
Got the screen to select Pair TV this morning but then getting this screen after it scans for device. I'm still not sure what it is trying to connect. Does the box actually sense what TV is plugged into it (if I could only get a screen where I can select the TV model, I could do that). Or is the problem a connection between the box and my Virgin remote?
I can confirm the secondary box IS definitely connected by Wifi to the Internet. All the apps for catch up work, If I go to Diagnostics, it shows I have good signal quality to my router and high connection speed.
I still don't quite understand when I click on the "Pair TV" button and it says "scanning for device". what it is scanning for. It can't possibly scan for my TV as there is no internet connection between the Virgin box and my TV which doesn't have any internet capabilities. Shouldn't clicking on the "Pair TV" button at worst bring up a list of TV manufacturers for me to select from (or am I completely getting the wrong end of stick of how this functionality works).
I can confirm the secondary box IS definitely connected by Wifi to the Internet. All the apps for catch up work, If I go to Diagnostics, it shows I have good signal quality to my router and high connection speed.
I still don't quite understand when I click on the "Pair TV" button and it says "scanning for device". what it is scanning for. It can't possibly scan for my TV as there is no internet connection between the Virgin box and my TV which doesn't have any internet capabilities. Shouldn't clicking on the "Pair TV" button at worst bring up a list of TV manufacturers for me to select from (or am I completely getting the wrong end of stick of how this functionality works).
The remote uses IR for pairing, and it controls the STB by RF. In both cases no Internet is involved.
I've done a bit more troubleshooting. Tried switching the remotes over (repairing with the other box). When I did that, the box connected to the Smart TV (on the same wi-fi network) automatically recognised the Smart TV without having to go into the settings menu
BUT - if I go into the same menu afterwards - which now shows the remote is paired to our LG Smart TV, I get the same error message as on the box connecting to the regular TV. Which makes me think there is a software problem on the box not allowing me to get into the menu to select a non-smart TV.
This was all so much easier in the days before Smart TVs when you bought an "All for One" remotes, got some codes in the manual and just typed them in to the remote 🙂
This was all so much easier in the days before Smart TVs when you bought an "All for One" remotes, got some codes in the manual and just typed them in to the remote 🙂
It's possible that the Alba TV is a bit long in the tooth to be recognised by the 360. What is the actual device number for Alba TV, such as Alba LCD32947HD or ALBA LCD32880H? (The 360 found a match for the LCD32880H when I typed in 880H)
You can use some third party remotes such as the OneForAll URC7125 - use the SimpleSet setup process and choose Ziggo as the manufacturer.
There's also the OneForAll1240 - I have LG TV's and paired this one by entering the code 1582, It's not as expensive as the URC7125 and has 4 selects for tv/sat/amp/dvd. I found I needed direct line of sight to set up the 1240 (I haven't got the 7125)
Its an ALBA AMKDVD19. I don't know if the 360 can find a match for it because the problem I've had from the start is that it won't get to the screen where I can select a model - I just get the CS99993 error that just tells me to try again later.
I have the remote for the TV (and strangely my old V6 remote is still paired to it too) but it would be nice to just be able to have 1 remote (the new 360 one) to turn it off and on.
If you do ever get to the device selection screen then the code KDVD was accepted as a match on my 360.
You would also need to set the display resolution on the 360 to 720p (Settings > Audio & Video > HDMI resolution) to match the TV's display resolution of 720p HD
@newapollo I'm sure if I ever get that menu to come appear, I will be able to pair my TV to the remote in seconds. It's just doing achieving this that is the problem.
I think it is a software problem because the first set top box has exactly the same error - it only managed to connect to the LG TV I think as they are on the same Wifi network (it paired it without even going into that screen). When I try and click on the "Pair TV" button again, it comes up with exactly the same error as the second box so I don't think it's the TV that's the problem but the software on the box.
The ALBA TV paired fine with the V6 remote I previously had (in fact the volume keys still work on my old V6 remote).
I think this is just going to be the workaround for now as I'm still waiting for someone to ring me back from Virgin's call centre (but don't get me started on them ignoring instructions I gave them about what number to ring me on and when).
Can we just clarify what you have actually done in the fault finding process, you didn't swap the TV's but have you swapped the boxes around to prove that the Alba TV doesn't work with both boxes.
As you have mentioned the same wi-fi network for your LG are you using the wi-fi for the box connected to the Alba TV ?
Are you using a mesh system with the virgin hub in modem mode, the 360 remote does need a connection to the hub for voice control to work.
I think it is a software problem because the first set top box has exactly the same error - it only managed to connect to the LG TV I think as they are on the same Wifi network (it paired it without even going into that screen). When I try and click on the "Pair TV" button again, it comes up with exactly the same error as the second box so I don't think it's the TV that's the problem but the software on the box
As I have said before, the other box is not detecting a brand new Smart LG TV either via the menu option to pair the TV - it only connected because it was on the same Wifi network I think.
I've now swapped the 2 boxes over and still not working. Back to getting a screen on the box connected to the Alba TV that says Pair Remote and has a spinning white circle (which is what it did the first time for a day before the second day finally getting past that screen to the one with the 2 icons (one to pair to a TV and one to a sound bar) and the getting the CS9993 error.
As I said earlier this it what it then does
"Also, if I leave the screen with the spinning wheel, the box eventually gives a message about no internet connection and then resets (it seems to do this even if I come out of the pairing menu straight away when it doesn't bring up the option to select a TV manufacturer and then reboots about 5 minutes later). "
I'm going to be away for a week from tomorrow so won't be able to do much else in terms of troubleshooting.
Finally got a call today but they couldn't help (I did ask to speak to a supervisor not a standard call centre staff but got a call at a time I didn't ask for on my landline number (when I asked them to ring on my mobile number which I gave). They are going to send an engineer on Saturday to try and fix it.
I’ve had this exact issue since I updated the box upstairs. Had the engineer visit this afternoon and he replaced the Box. I suspect that will be the outcome for yourself. He’s managed to pair the remote for me too with the new box.
