new contract-sent remote control- but when do I get the box?

[artyrambler]

I agreed a new package last Friday and an upgrade to 360 was included. I was told I'd need a new box and got an email to say delivery today. I've had a remote control delivered but no box.

Shouldn't they come together? If anyone can help please?

[newapollo]

Hi @artyrambler

/which-tv-box  do you currently have?

You only receive a new box if you have the older tivo box.

If you have the V6 box then that receives an over the air migration to TV360, and all you need is the new 360 remote control 

Here's the link to an online video showing how to migrate from V6 to 360 

https://www.youtube.com/watch?v=Ac9q3zu3drw 

There may also be an insert in the remote control box, or instructions printed on the inside of the lid of the box that the remote control came in. (picture below)

written tv360 upgrade instructions

[Matthew_ML]

Hey there, thank you for reaching out and I am sorry to hear this.

We do send a remote out however the box is normally upgraded via a software migration.

Have you seen any major difference to your box? 

[artyrambler]

The software updated without warning overnight, but the volume button won't work after pairing it. Could you help with that? Also have I now lost all my recordings as I can't find them?

[japitts]

---

@artyrambler wrote:

The software updated without warning overnight.. Also have I now lost all my recordings as I can't find them?

---

The bits I've highlighted are, unfortunately for you, normal.

After receiving the remotes for the new software, you have a short time to instigate the reformat yourself before it's done for you. And as per point 2 on the graphic above, the software update is a complete reformat of your box's hard drive before the new software - fundamentally not TiVo - is installed.

All your series links & recordings are wiped as part of this process.

[artyrambler]

Oh dear, I didn't open the remote box until today, so didn't see these instructions. It would have been helpful if I had been told by the person who upgraded me at Virgin, what to expect.

Any ideas how to get the volume working on the remote?

[newapollo]

---

@artyrambler wrote:

Any ideas how to get the volume working on the remote?

---

Try holding down the 'Live TV' and '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.

(The 'Live TV' button is directly below the red power/standby button)

[artyrambler]

Thank you for the reply. I do get the pairing successful message, but the volume and tv off don't work

[newapollo]

---

@artyrambler wrote:

Thank you for the reply. I do get the pairing successful message, but the volume and tv off don't work

---

Hi again @artyrambler 

Try Settings > System > One Power   and make sure it's set to ON.

You might also need to turn on HDMI-CEC on your TV if it isn't already on.

HDMI-CEC can have a different bname depending upon the TV model, for example LG can be SIMPLINK, Phillips  - EasyLink, Samsung - AnyNet+, Sharp - Aquos.

[artyrambler]

Thank you. I turned them both on and re pared, which said successful but it has not fixed the on off button. If I go into settings and audio and try to connect there, I get error message cs9993