Remote not working properly

[kristell33]

Hi we had 2 boxes upgraded to 360

On one box when you go to the list or recordings, you can use the buttons around the OK button to scroll up and down to choose a recorded programme

On the second box you can’t do this - it just stays at the top - although the page down does work but you can’t choose a recording to watch or delete etc., from this list.

Any advice please? Do I need a new remote as obviously is a feature that works on the first box.

[roy247]

You could try repairing the remote.

Press and hold the TV and Rewind button for 10 seconds which will factory reset the 360 remote. After the factory reset, try pressing TV and 0 button for 10 seconds and it should now force pairing.

If that doesn't work you could then try a factory reset of the 360.

It's only a partial system reset and not a complete factory reset. You are given 2 options,

Keep Recordings
Format Disk

Choosing Keep Recordings, means you won't lose your recordings and any planned recordings or series links you've set up, but you will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again, also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

[kristell33]

I will give that a try, thank you.

[kristell33]

No that didn’t work

[roy247]

If the factory reset of the 360 box hasn't worked you could try swapping the remotes between boxes by factory resetting and repairing the remotes to the different boxes and if it's definitely the remote then 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.

[kristell33]

Have tried the my virgin media site but the online chat doesn’t seem to be working to report it.

[Beth_G]

Hi kristell33,

Thanks for letting us know, that is certainly strange.

Have you found that you're only unable to scroll and navigate with the remote when you're at your recording and lists section?

If you do have a video of what happens exactly that you can share, that would be great. My only concern would be that if this issue only occurs at certain times, that a new remote may not fix the issue.

Let us know

[kristell33]

Yes it was purely on the recordings list, but now seems to be working so somehow it has resolved itself.  NFA required.

many thanks.