on 30-03-2024 10:04
The Play/Pause button on our remote control no longer works which means we are unable to play when rewinding or fast forwarding.
We've replaced the batteries with new 'bunny' brand ones and it is still knackered. All the other buttons work fine.
How do I go about getting a replacement remote control?
on 30-03-2024 11:26
Hi @LHider
Have you tried resetting the 360 remote?
Pressing and holding the TV and Rewind button for 10 seconds will factory reset the TV 360 remote.
To re-pair the 360 remote hold down the 'TV' button and '0' button together until the Standby button starts to flash.
Have you tried to order a replacement online?
/tv-faults/order-remote/360/start
on 30-03-2024 14:32
Hi There! I will try that reset. That link doesn't work for me btw. I get a 403 forbidden message.
on 30-03-2024 18:15
Hi again @LHider
Try using the links from here instead
https://www.virginmedia.com/help/how-to/tv/issues/remote-issues
on 30-03-2024 20:20
The quickest way to get a remote would be to call 150 from your Virgin phone, mobile or landline, or 0345 454 1111 from any other phone or wait for a member of the forum team to pick this up which could be 2 to 3 day's.
When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.
You can use the TVGO app while you are waiting, or if your TV has a smart remote you might be able to pair that to the 360 box, my LG smart remote is paired to the 360 using Ziggo set-top box. You might need Ziggo Mediabox Next depending on the TV.
on 31-03-2024 11:28
you can get a new one from here within 2-3 working days - https://www.virginmedia.com/help/how-to/tv/issues/remote-issues/remote-not-working
on 24-05-2024 06:58
Apologies - Life has got in the way a bit. Thank you for all the responses and advice. New remote is on its way. 🙂
Many thanks again.