Remote volume up button not working on Samsung tv

[Dchurch]

The volume up button is intermittently not working after pairing on my Samsung TV. Occasionally it will work. Sometimes one press of the up button will increase the volume by 20 or 30 instantly. All other buttons work fine. 

[roy247]

When you paired the remote did the 360 recognise the Samsung model number or did you use the volume keys testing method. If it was the key's testing I would try again but don't accept the first one that works as there could be other ones to try using.

[Dchurch]

I have used the auto setup option, and tried entering the model number. What is strange is that during the auto setup the volume goes up without a problem. Then when it is finished it doesn't work again. My TV is not exactly new, but if it is an intermittent fault, it shows that it must be possible to make it work!

[roy247]

You could try using the key testing method and if the first one that works during testing doesn't work when you exit the test then try the next and keep on going, not great but some TV's and the 360 seem to be like this, you could also try replacing the batteries in the remote which resets the remote and might update the supported devices.

[Dchurch]

Unfortunately this didn't work. I was able to get the volume up button working for a few minutes, then it stopped. 

Every other button is working fine. I wonder if it could just be a faulty remote? How do I go about asking Virgin to send another one?

[roy247]

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.

[Arissa_H]

Hi Dchurch 👋🏼.

Thank you for posting and welcoming you back onto our community forum 😊.

Sorry to see you have had a issue with your remote ☹.

Have you managed to get through to our team to get this resolved? 

[Dchurch]

No. Can you help to send another remote please. I don't mind if it is used. Just want to test and then I can send it back. 

[Kath_F]

Hi Dchurch, 

We're sorry to hear this. We can certainly arrange for a new remote to be sent but there would be a charge for this. 

We wouldn't be able to send one as a temporary thing so once sent, this would be yours to keep. In order to arrange the replacement, I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Dchurch]

The new remote has fixed the issue,  which must mean the first remote you sent me was faulty. I expect a refund of the £10 that I have been charged, given that the original, brand new, remote was faulty.