Help with Virgin TV 360

Talking into your TV 360 remote is faster than scrolling through shows and streaming apps, so say what you want to watch. And when you’d like to pause, rewind or even Startover from the beginning (a new feature), just hold down the microphone button and ask.

Watch different shows on 3 tellies at the same time. Or pause in one room and play in another. Having Virgin TV 360 Mini boxes, as well as the main TV box, gives you a slick multiroom experience. And your recordings will be shared on all the set top boxes.

Where you go, TV 360 goes (if there’s internet). Use the Virgin TV Go app or website on up to 5 of your devices to manage your telly and keep up with your shows, when you’re in another room or out and about. Enjoy your box sets, catch up and live TV anywhere you’re online in the UK, plus enjoy your recordings whilst at home. You can even pause your telly on the TV 360 box and continue watching on your mobile or tablet without missing a moment. Plus, you can download shows and watch offline on the Virgin TV Go app.

Think simple modern menus, quick navigation and all your favourite apps and channels in one place, so you can breeze around quickly. Your family or housemates can now create their own profiles to control their own pause points, get personalised recommendations and set their favourite channels.

Yes, if you have:

• A 4K or HDR telly – please check its connected to the correct HDMI socket (see manufacturer’s instructions).

• HD and Ultra HD channels – in your Virgin TV 360 package and TV apps.

Creating accounts (or Profiles) on Virgin TV 360 makes sharing your telly easier and more fun for everyone. When you’re signed in on your Profile, you’ll have:

Your very own lists:

1. Your Favourites – easier to find the channels you like best.

2. Your Continue Watching – pick up where you left off: if someone else is watching the same movie or TV series as you, you won’t mess up each other’s place.

3. Your TV Recommendations – unaffected by what others are watching: shows chosen specially for you and your interests.

4. Your Watchlist – telly you’ve saved for later: no one else’s shows cluttering up the list.

Settings – as you left them:

1. Subtitles, Audio Description and Guide display settings – untouched by others who watch your telly.

2. Channels – favourites in the order you set up, or you see all channels.

1. Tap the Profiles button – on the right-side edge of the 360 remote.

2. Follow the steps on your telly to create your profile and give it a name and colour– when you have a few set up, use the Profiles button to switch between them while watching telly.

Profiles are an easy way to share channel lists – such as for sports shows or kids telly – with your household.

• Catch up on any recordings – they can’t be transferred from a V6 or TiVo box to Virgin TV 360.

• Upgrade all your current TV boxes to 360 at the same time – you can only have one type of telly on your Virgin Media account.

5 days after the remote arrive in the post, the boxes will upgrade themselves . Or you can trigger the software update sooner by following the instructions that came with the remotes or see below (‘Upgrading V6 boxes to 360’).

Please:

• Leave the red tabs on the remotes – the upgrade instructions will tell you when to take these off.

• Remember each 360 remote can only control the one TV box you pair it with - you cannot use the same remote for all your 360 boxes.

Because your V6 boxes will download TV 360 from the internet, there’s no need to replace them – just each of their remotes: 5 days after these arrive in the post, the boxes will upgrade themselves . Or you can trigger the software update sooner by following the instructions that came with the remotes or see below (‘Upgrading V6 boxes to 360’). Please:

• Leave the red tabs on the remotes – the upgrade instructions will tell you when to take these off.

• Remember 360 remotes aren’t universal (they don’t use infra-red) – it’s 1 remote for the 1 TV box you pair (or connect) it with.

Because you had a V6 box which can be upgraded with the new 360 remote control and 1 360 Mini box to replace the TiVo box, which can’t be upgraded.

• TiVo boxes: yes – you send these back to us and swap to a Mini box.

• V6 boxes: no – you upgrade these to TV 360.

3 boxes.

To get live telly, you’ll need to connect a coaxial cable to the 360 Mini box (as with all our TV boxes). But yes, they can connect to the Hub via WiFi.

They just have a new channel number. TV 360’s HD Override feature replaced your standard definition channels with the high definition versions included in your TV package, so you’re always watching the highest quality. It’s why the TV Guide can’t be filtered by HD channels (no need) and why you’ll find your HD channels earlier in the list. Look up the SD channel’s number in the channel guide if you aren’t sure where the HD channel is.

As this isn’t a feature on TV 360 yet, please search your Netflix TV app:

• Say ‘Netflix’ while holding down the microphone button.

• Or tap Home on the remote and select Apps & Games > All Apps > Netflix.

Though TV 360 doesn’t have TiVo’s WishList feature, you could voice search and save ‘Movies with… (your favourite actor)’ for later on your Watchlist.

1. Get the free app – from Google Play or Apple’s App Store.

2. Sign in – use your My Virgin Media account details (or see the help guide on How to use Virgin TV Go app ).

3. Start streaming – enjoy TV 360 on your mobile, laptop or tablet.

These features aren’t available right now but the Virgin TV Go app lets you....

Tapping Home on the remote and going to Settings > Network > Diagnostics, can only show you the Connection Status, not your broadband speed (this internet speed checker can test that for you on your mobile, laptop or tablet).

Say ‘Guide’ while holding down the microphone button and have an explore by commanding:

• ‘Go up’ or ‘Go down’

• ‘Go to the top’ to jump back to the start of the TV Guide

• ‘Now’ or ‘Tomorrow’ to return to the present when you’re a few days forward.

Or just tap… The Guide button on the remote (left of Home), then:

• Double left or double right arrow – go forward or back a day.

• Channel up or down – browse your channels.

• Guide – skip back to today’s listings.

• Home – jump to the top of the page where you can change the day, genre or select All Channels and press OK to filter the TV Guide, by category perhaps (music, documentaries, news…).

Say ‘Info’ or ‘Information’ while holding down the microphone button. Or just tap…

• ‘…’ – the 3 dot button on the remote.

• Or press OK twice and select Info.

Try saying ‘From the beginning’ while holding down the microphone button. If your programme doesn’t restart:

1. Tap the ‘…’ – the 3 dot button on the remote.

2. Select Menu > Info, then scroll down to Also Available.

3. See when another channel’s playing the movie – repeats on the same channel aren’t listed.

Hold down the microphone button and say:

• ‘Go back to live TV’ or ‘Go back’ or ‘Last channel’ – while you’re watching telly.

• ‘TV’ – when you’re looking at a menu.

Say ‘Stop’ or ‘I need the toilet’ while holding down the microphone button. You can pause Live TV for up to 5 minutes on 360 Mini boxes, longer on the main TV box. Or just tap...

• Back

• TV

• Fast-forward

• Or hold down Right – next to the remote’s OK button.

Say ‘Back’ while holding down the microphone button. Or just tap...

-Back

• TV

• Fast-forward

• Or hold down Right – next to the remote’s OK button.

Say ‘Skip forward (however many) minutes’ or ‘Skip back…’ while holding down the microphone button. Or just tap…

The double right or double left arrow:

• Once, twice or three times – depending on how fast you want to speed through what you’re watching.

• Or continuously – to see a time bar and thumbnail as you’re speeding though: let go when you get to the point you want.

Say ‘Subtitle’ (turns them on) or ‘Subtitles off’ while holding down the microphone button. If the channel offers subtitles (not all do), TV 360 will make them available to you. Or just tap…

• Home – on the remote: then select Settings > Profiles > Subtitle Options, and press OK to switch subtitles On or Off.

Say ‘Radio’ while holding down the microphone button. There are no numbers for these channels, you see. Or just tap…

1. Home – on the remote.

2. Select Guide – then look for the radio app in the bottom right of your TV screen.

Right of zero. Look for a rectangle and a right arrow. This Source button’s for switching between your telly’s various HDMI cables and TV inputs.

For how to fix or order a replacement 360 remote, please see Remote not working. Lost the remote? Hold down the channel buttons, on the front of the TV box, for 10 seconds. And listen. You can follow the beeping noise, coming from the remote.

Because you don’t have TiVo or V6 anymore. Now you’ve upgraded to TV 360, uninstall the Control app and get Virgin TV Go downloaded free from Google Play or Apple’s App Store.

Just so you know the remote’s working and you’re not being ignored. If the number didn’t match a channel, you’re taken to Channel 100. Tap Back or TV to return to what you were watching before.

Tap the ‘…’ 3 dots (Context button) on the remote and select Delete.

Tap Pause, then Fast-forward (the double right arrow) on the remote.

• Hold down the microphone button and say, ‘Saved’ or ‘Recordings’ or ‘My shows’.

• Or tap the Home button and select Saved > See All.

Everything you’ve recorded on your main 360 box and any Minis, you’ll find in this folder, as well as your unfinished shows and films, ready for you to pick up where you left off.

1. Tap Home on the remote.

2. Select Saved > See All.

3. Press Home again – changes the filter (top right of your screen).

Tap Home on the remote, select Saved > See All, then the:

• Bin – to delete everything.

• Or the episode you’re deleting > bin.

But only if you’re certain (recordings can’t be undeleted).