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Back 'Button' on Apps (Prime and YouTube)

I've been accessing more content on apps since lockdown, particularly YouTube and Amazon Prime. In both there's a version of a back 'button' near the bottom of the screen, but it doesn't seem to correlate to the back button on my remote and it doesn't seem to be possible to get to it using arrow or other keys. I've even tried bumping some other keys at random but no luck, and it's make navigation awkward and clunky.
Does anyone have a solution or workaround pretty please?
Thanks,
Claire

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Message 2 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

Hi Mindorra, 

 

Thanks for posting to the Community. 

 

I have taken a look and ran a couple of checks but I am afraid I have been unable to locate the problem you have been having. 

 

Is there a particular screen that this happens on?

 

Thanks 

 

 

Nat
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Message 3 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

It's whenever I access content through the YouTube app and Amazon Prime app or channel. Once you navigate away from the homescreen (to pretty much any content) the Back option appears (in the bottom right on YouTube and bottom left of middle on Amazon) but, as mentioned, doesn't seem to correspond to any button on the remote and it doesn't seem to be possible to toggle / scroll to it using any navigation buttons.

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Message 4 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

Thank you for your reply. 

 

I have checked again to be sure and this is working so we may need to explore some other possible fixes. 

 

Does the back button work when using other apps and content?

 

Thanks 

 

 

Nat
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Message 5 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

Hi the back button on the virgin remote is to the front left of it behind the guide button with the word back written on it. Regards Micky
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Message 6 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

I don't really use any other apps or features, but it works fine when accessing programmes and 'normal' TV functions.

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Message 7 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

Thank you, yes, I'm aware of where the back button is but in the context of these apps it doesn't actually produce a 'back' function or action, and the onscreen 'button' is inaccessible
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Message 8 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

Thanks for your reply. 

 

I am afraid this is a bit of an unusual problem.

 

I would normally suggest a replacement remote but it seems like the back button is working.

Has this problem existed since install or has it only started recently?

 

Thanks 

 

 

Nat
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Message 9 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

Hi thats funny it does for me on Netflix Amazon and YouTube. Regards Micky
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Message 10 of 16
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Re: Back 'Button' on Apps (Prime and YouTube)

I've just tried it on my V6 remote. Back on the remote triggers back in both Prime Video and YouTube.

Just to check it's definitely the V6 box and remote you have, not either an older TiVo box and remote, or an older TiVo remote with the V6 box?

https://www.virginmedia.com/help/virgin-tv-using-tv-remote

**********************************
I work for Virgin Media - but all opinions posted here are my own
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