Virgin Media Community

[jimbo_l]

The voice control button on my TV 360 remote has recently stopped working. When I press and hold the button, a message appears on the screen as if I’ve let go of the button, so I can’t search for anything. This happens every time I press and hold the button.

I’ve tried new batteries, repairing and resetting the box, to no avail. What can I do? All other functions are ok.

[newapollo]

You can order a replacement remote by logging into My Virgin Media at the top of the page, or by using this direct link  Order new remote 

[jimbo_l]

The link only seems to allow me to order a v6 or TiVo remote. I guess I’ll have to contact customer services.

[jimbo_l]

After some research, it seems to be related to the Eero router that I'm using, which has DNS-based ad-blocking and content filtering. For some reason, the (US-based) DNS servers that they use are not recognising/allowing the host that the box tries to connect to for voice control. They've asked me to speak to someone at VM to ascertain which host or set of hosts the voice control feature uses.

I don't fancy my chances with trying to get someone at VM at the end of a phone line to understand my request. Can anyone here help?

[Seirius]

Having the same problem! Thought it was my remote, so I paired a new remote, same issue. I also have an Eero mesh set up in my household, so that must be the relation? Keeping an eye on this thread.

[Seirius]

Hi, I don't know what good this is to you, but in the Eero app settings, under 'discover' and then 'Eero secure' if you turn off 'advanced security' it fixed the voice control on the remote...

[jimbo_l]

Yep, this will mean that it will revert to using VM’s DNS servers (or whichever ones you have configured) rather than the Eero Secure (Zscaler) DNS servers.

Unfortunately it also means that you lose the Secure functionality, which I don’t want to do.

The 360 box doesn’t let your configure any DNS servers in its config, which is a pain.

[jimbo_l · Accepted solution]

This seems to have been resolved by the eeroOS 6.4.0 update. Just waiting to hear from eero whether this is coincidence or whether a specific fix resolved it.

[Akua_A]

Hi @jimbo_l,

Welcome back to our community forums.

Sorry to hear you were having issues with your voice control on your remote. We are however glad to hear the issue has been resolved.

Please do not hesitate to contact us if you need any further help.

Thanks,