New V6 remote will not operate TV volume and on/off

[gmcmonagle]

Just received V6 box after previous box became faulty and whilst the new peanut shaped remote paired successfully to the box it will not turn the Philips TV on or off and will not operate volume control. I have followed all videos without success. Any suggestions??

[newapollo]

Hi @gmcmonagle

The first thing I would do is try new batteries (even though it's a replacement remote)

Have you followed the instructions <here> ? 

If that doesn't work then click on Home > Help and Settings > Help > Set up Remote. 

Following the instructions there it should give you a series of codes to try.  You can also put 0999 in place of the code and press channel up until the TV turns off. then press ok.

Instead of the 999 code find your TV model remote codes <<< here >>>  and try them - the first one isn't always the best so try a few.

[gmcmonagle]

Thank you for your reply and suggestions. I have tried each one without success. I was unable to try "If that doesn't work then click on Home > Help and Settings > Help > Set up Remote." as when I click hope I don't have a Help and Settlings button to click on. There is a cog wheel at the top line that takes me to a Settings screen but no Set Up Remote Option 

[newapollo]

Hi again @gmcmonagle

Just wanting to confirm that you do have a V6 box and not the newer TV360 box.

Was the old/broken remote also peanut shaped or was it an oblong remote with a voice button?

Does the TV screen look like the picture below, or is the mini program picture in the bottom right corner?

v6 epg

[Sabrina_B]

Hi @gmcmonagle 👋.

Thanks for reaching out to us, sorry to hear that you are having issues with our remote on your TV. Can we ask, is it only the Virgin V6 box that has changed and not the Phillips TV at that time also? 

Please let us know. 

[gmcmonagle]

It is the V6 box and previously I had the rectangular shaped remote but the new box came with a peanut shaped remote. I have a different home screen to that in your photo. 

I have just had a Virgin Technician out and he set up a new V6 box with the rectangular remote control. Everything working perfectly now. He did say that the peanut shaped remote would not have worked fully with the V6 box that I was sent out

[newapollo]

Hi again @gmcmonagle 

Thanks for updating the thread and it's good to see that the tech was able to the correctly set up the rectangular 360 remote for your box. 

It's very likely that you originally did have a V6 box (which ran on the tivo platform) which received an over the upgrade to the 360  (horizon) platform.  The 360 boxes come with a rectangular shaped remote which includes the voice button.  The V6 boxes didn't have voice functionality and would probably only be able to chnage channels and possibly volume on the 360 box with the peanut shaped remote.

The main differences with the 360 box are voice control, more apps, and a different more up to date icon based  screen layout  compared to the older V6 boxes

In future if you have any problems with your TV set top box then you should refer to it as a 360 box and post in the 360 forum.

[Robert_P]

Thanks for the update and we're pleased to hear the visit was successful and the issue has now been resolved. 

If you need us in the future, please don't hesitate to get in touch and we'll be happy to help.