Pair remote with devices not working

[FoxyRhino]

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. 

[FoxyRhino]

Now the box is rebooting every 20 minutes by itself......... Expecting a phonecall from Virgin tomorrow night so maybe they can sort it for me. 

[Roger_Gooner]

A fault like this requires you to call it in.

[FoxyRhino]

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. 

[SCFCkirky]

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. 

[FoxyRhino]

Box replaced this morning and all sorted now