TV360 paired successfully with New Panasonic TV but volume buttons do not work

[aabrass53]

Just bought a new Panasonic TV (TX 65 MX 650b) to replace another Panasonic TV. The remote has paired successfully with the box and TV. Despite this the volume and power buttons do not control the TV.. It worked fine with my previous Panasonic TV.

Virgin have sent me out a new Remote but it I face the same issue, I have tried new batteries as suggested but the problem is not a pairing issue.

If anyone has found a solution to this any advice would be gratefully received.

Thanks

Aabrass53

[newapollo]

Hi Aabrass53

Have you tried new batteries in the 360 remote?

Also please entering the device model number as MX65

[aabrass53]

Thanks NewApollo,

I have tried new batteries in both remotes, the original and the new one.  My problem is not the pairing process, it tells me it has successfully paired with my Panasonic TV and Virgin 360.  It is just that despite pairing, the Virgin remote has no effect on controlling the power or volume on the TV. 

Very curious 

[Kath_P]

Hi aabrass53, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear the remote hasn't paired correctly to allow you to control the volume. You may need to try a few different times to get it to pair to control the volume too. 

If you need to pair the 360 remote with the TV to control volume, source or power

1. Press Home
2. Select Settings
3. Select Pair remote with devices
4. Select Pair TV and follow the on screen instructions

Keep us posted on how you get on. 

Thanks, 

[aabrass53]

Thanks Kath,

I have repeated the process many times and still it does not work. I get the message that pairing is successful but the volume buttons still do not control the TV.  Do virgin issue software updates to their remotes.  This is a brand new television 2023 model and maybe it uses different frequencies and virgin need to catch up.  It is disappointing as we have to keep juggling remotes

[Martin_N]

Thank you for that information aabrass53. When the device does pair to the TV are you able to power it on and off using the Tv button at the top of the remote?

^Martin

[aabrass53]

Hi Martin,

No unfortunately not the "paired" virgin 360 box has no functionality with the new TV

[newapollo · Accepted solution]

Hi again @aabrass53 

Do you have One Power set to On on the 360? (Settings > System > One Power)

Are you also using a soundbar?

Also do you have CEC set to on on your TV?  See page 30 of your /TX-65MX650b online manual 

[aabrass53]

Hi newapollo,

Thanks for replying, these are good suggestions and things I had not tried.

I did not have one power switched on so I have done that.  I am not using a sound bar. I have found the CEC settings on the TV remote some were on and some were not, but it does say there are no CEC devices detected.  I have unpaired the 360 remote and re-paired to the 360 box and then after a few more seconds the message comes up about being successfully paired with the Panasonic, but still no control of the TV (volume on/off) from the Virgin Media 360.

Thanks for your efforts

Regards

aabrass53

[aabrass53]

Solved (in case anyone is interested)

So the remote has always paired successfully with the TV and 360 box, but failed to control the volume or on off control on the televison. Tried the "pair new remote" in the settings and the key testing- try again and again until a message come up that older TVs may not pair successfully.  This is not the end of the process keep retrying I think I had to do it about 15 times.  Once it is successfully muted, it then asks you if volume up and volume down works and then if TV info works.  You need to affirm all these steps before the remote is properly paired.  I was mistakenly assuming that when I saw the "old TVs may not pair successfully" that all options were exhausted  which was not the case..persevere!!

I was also keen to play my digital TV sound through my aged but quality HIFI system. To do this after much trial and error I bought a Digital to AV converter with a Toslink input cable and plugged this into the back of the TV and then had audio cables Red White and Yellow as the output.  This goes into a scart adapter which in turn is connected to a scart socket to phono cable (already under the carpet) into the back of the amplifier.  The TV sound output then needs to be set to "PCM" on my TV to ensure this works across all channels.. "Auto" works on some channels but not all.

I hope this helps someone with their frustrating connection issues

aabrass53