If you have a 360 box then you need to keep the voice button pressed down whilst talking/giving instructions.
The 360 remote buttons flash for a second or two when you pick it up/move it.
Have a look at the following page for instructions on using the remote and 360.
In the meantime, if you haven't already then download the TV Go app.
You can use it as a temporary remote.
Also if you log into https://www.virginmedia.com/my-virgin-media/home and click on Contract it will show a breakdown of the equipment you have. It should show that you have a Virgin TV 360 Box
Here's a picture of the 360 remote and it's functions.
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