The new 360 remote does not sync

[Nanny2-6]

Just spent an hour getting my 360 to load, now the new 360 remote does not sync .. I can use the old V6 remote.. My TV plays through HDMI channel.. is that the problem it's an old set

[Carley_S · Accepted solution]

Hi @Nanny2-6 

Welcome to the community forums. 

Sorry to hear that you're having issues with your 360 upgrade. 

If you're still able to use the V6 remote then it would mean that the set-top box hasn't been upgraded to the TV360 software as the V6 remote would cease to work when installed. 

What happened please during the installation process on the set top box after you selected to install the software from the guide? Did you see any error messages or codes at all?

[Nanny2-6]

There were messages saying it had failed, kept trying the suggestions in the forum of removing from mains whilst holding the left -button..then restarting, had to do it 4 times, used the new remote when prompted and it loaded 360, it was when I was trying to navigate the new 360 I discovered the remote did not connect..I tried the V6 and it worked I am connected through HDMI3 to my TV for Virgin.. an old set..I tried it all again for 2 days.. now have not used TV since, have allowed the box to remain asleep.  Do I need to attempt a factory reset.. the remote does show the little light when I press it, but does zero to the new 360 set up

[newapollo]

Hi Nanny2-6 

There's a little plastic strip on the 360 remote (the battery tab) that you need to pull off so the batteries can power the new remote. See screenshot at the bottom.

The 360 remote control should be able to be paired to the box by holding down the 'Live TV' button (the one on the right hand side directly below the red power/standby button) and the '0' button together for around 10/15 seconds. The Standby button should then start to flash followed by an onscreen message displaying 'Pairing successful - this remote will only work with this Virgin 360 box'.

You can also try the following:-

Put the box into 'Pairing Mode' by pressing the Standby/On button on the front of the 360 box for 10 seconds. Then using the remote control, press and hold the 'Live TV' button and the '0' button together for 10/15 seconds. And fingers crossed hopefully a message should appear on the screen confirming that pairing was successful.

[Nanny2-6]

OMG that actually worked, I had removed the battery strip.. but restarted the box this morning and your suggestion worked on just the 2nd attempt.. Sanity saved, THANK YOU.