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Virgin TV 360

Welcome to our dedicated Virgin TV 360 help page

What can we help you with?
 

Need to find a channel? The Virgin TV 360 channel guide can be found here.

Frequently asked questions

 

Getting started with Virgin TV 360

Virgin TV 360 is an enhanced TV experience that brings together all your screens, favourite channels and apps in an immersive and exciting interface, so you can watch and stream whatever you love, wherever you are. True to its name it allows for a complete 360 viewing experience with an improved TV Go app. It is also loaded with new features that lets you get to content faster with voice search and allows for personalized viewing experience with profiles.

· An improved and easy to use interface that is far more engaging

· Increased speed to content; enabled by Personal Profiles, Voice Search

· Recommendation of relevant content; enabled by Personal Profiles

· Concurrent device streaming; easily switch from one room to another with consistency across devices

· Seamless in-home and out of home viewing; enabled by enhanced TV Go app bringing together control features

You can have a maximum of 3 boxes on your account.

If you already have a V6 box, you will not receive a new box. Instead, the V6 box will receive a software update to convert the box (boxes) to Virgin TV 360.  You will ONLY receive new remote control(s) along with some helpful instructions explaining how you can trigger the software download.

If one of the boxes is an older TiVo box, you will be sent a new 360 Mini box to replace the older box. For example; if you have one V6 box and one TiVo box you will receive a new remote control to update the V6 box and one Mini box with a remote control to replace the Tivo box.

If you already have a V6 box, you will not receive a new box. Instead, the V6 box will receive a software update to convert the box (boxes) to Virgin TV 360.  You will ONLY receive new remote control(s) along with some helpful instructions explaining how you can trigger the software download.

If one of the boxes is an older TiVo box, you will be sent a new 360 Mini box to replace the older box. For example; if you have one V6 box and one TiVo box you will receive a new remote control to update the V6 box and one Mini box with a remote control to replace the Tivo box.

 

If you already have a V6 box, you will not receive a new box. Instead, the V6 box will receive a software update to convert the box (boxes) to Virgin TV 360.  You will ONLY receive new remote control(s) along with some helpful instructions explaining how you can trigger the software download.

If one of the boxes is an older TiVo box, you will be sent a new 360 Mini box to replace the older box. For example; if you have one V6 box and one TiVo box you will receive a new remote control to update the V6 box and one Mini box with a remote control to replace the Tivo box.

The 360 Mini box is only a replacement for the TiVo box, it is not a replacement for the V6. It is designed to connect to the V6 box (once it's upgraded to 360) in your home setup.

Any V6 boxes that you currently have will receive a software update which will upgrade the box to 360. Once you have received the new 360 remote(s), an app will appear on the main V6 homepage. Any TiVo boxes will be replaced with new Mini boxes.

The 360 Mini box has wireless internet (WIFI) however it still needs to be connected to a coxial cable to receive live TV as with all our TV boxes.

No - Virgin TV 360 will only be available for Virgin Media broadband customers with a minimum speed eligibility of 50Mb.

For V6 boxes, you will keep the box as you will simply upgrade your software to 360. For TiVo boxes, you will receive a 360 Mini box as a replacement and you can return the old box using the packaging/labels supplied.

Yes, the mini box supports exatly the same resolutions as the main box provided it is connected to a compatible TV.

 

No - It isn’t possible to transfer any data from the TiVo/V6 box to 360. This data will also be lost during the upgrade process for existing customers.

In order to have the best 360 experience, all boxes would need to upgrade to 360 at the same time. We cannot support 360 and TiVo on the same account.

Virgin TV 360 is a transformational viewing experience which is best experienced on an HD TV. Therefore, you will require an HD TV which has an HDMI port to connect.

 

Using Virgin TV 360

You will be able to enjoy all the most popular apps including Netflix, You Tube, iPlayer and Amazon Prime Video.  Currently the All4 and My5 apps are not available but there are loads of shows available from these providers in the Catch Up and box sets menus.

Yes - the TV Go app will continue to work with 360 and includes new features exclusive to Virgin TV 360 customers, such as setting and watching recordings from your device and remote control functions so the old remote control app is no longer available if you have Virgin TV 360.

 

This is expected, the remote control app is specifically for controlling TiVo or V6 boxes. For Virgin TV 360 customers there is no need for two apps, as the control app functionalities are now within the TV Go App.

Hit the mic button on the new remote and tell the box what to do. You can search for a show across live TV, catch up, box sets and control the box from the remote by using commands such as "fast forward 5 minutes" to skip through adverts on recordings, "rewind" and "open guide" to navigate to that specific menu. Voice is the often the quickest way to find content and access your recordings.

No - Unfortunately this feature is unavailable at this time.

Yes - provided you have a compatible TV and a subscription to a package/app that is eligible for this content.

We have integration with BBC iPlayer and Amazon currently and we’re working on delivering deeper integrations with more apps in the near future.

The radio channels no longer have channel numbers like before. Press Home and then highlight Guide; you’ll see the radio app available in the bottom right of the screen. Alternatively, you can use voice search and say ‘radio’.

No, but if you go to Settings > Network > Diagnostics you can view the connection status.

Pressing the Back or TV button will take you back to live TV. Alternatively, use fast forward to live TV or move more quickly by pressing and holding the Right Arrow beside the OK button. Or just use voice control and say ' back'.

 

If you enter a number the box will look for that channel, if the channel doesn’t exist (say if you press a random number accidentally), this will default to channel 100. The box is set up this way to allow you to use one and two-digit numbers to set favourite channels in individual profiles. You can either press the Back button to cancel the action, or use the TV button to return to your last channel if the channel does change.

Press pause then Fast Forward.

Yes - Press the Contextual key … (3 dots) and select the option to delete.

No 360 does not have a wish list however you can search for something using voice (e.g. ‘Movies with Matthew McConaughey’) and then manually save the result to your Watch list.

Yes. You can do this by using voice control. Say 'go to top', then type in the channel number or press Home button to jump to the drop down menus at the top of the screen.

Press the Guide button again to jump to now, or use voice control (i.e. say "now" or 'tomorrow’).

Yes, use voice control to say ' go up or down' or use the channel up/down buttons on the remote.

Press the Home button to jump to top of page (in whichever screen you’re viewing), or use voice control.

Press Home to move up to the filters, highlight "All Channels" and press OK - this will list the channel filters and you can select the one you wish to view.

No - As we want to provide our customers with the best viewing experience available, 360 boxes have a new feature called HD override. This means that if HD channels are included in your TV package, your SD version of the channel will automatically be replaced with the HD channel. As this means that the HD channel will appear where you previously may have seen SD channel, you won't be able to find the HD channel in its old spot. It isn't missing, it just appears earlier in the list.

It may not be missing. As we want to provide our customers with the best viewing experience available, 360 boxes have a new feature called HD override. This means that if HD channels are included in your TV package, your SD version of the channel will automatically be replaced with the HD channel. As this means that the HD channel will appear where you previously may have seen SD channel, you won't be able to find the HD channel in its old spot. It isn't missing, it just appears earlier in the list.

Currently only the year is displayed, and not the full date.

If you are an existing TV Go user all you need to do is open the App and it will automatically be updated.
If you are new to the TV Go APP all you need to do is register for the App on the Virgin Media web site and then download the app from your deceive store on your mobile or tablet, sign in with your Virgin Media username and password to get connected. If you have forgotten your password, just click the ‘forgot your password’ link and we will send you instructions via email to reset this.

Yes, you can pause live TV for up to 5 minutes on your Virgin TV 360 Mini Box.

 

Virgin TV 360 Remote control

Yes, there are multiple reminders to change battery when low. Keep an eye out for the on screen pop up reminders.

Check out using the 360 remote to learn more about how to use the 360 remote. Do remember, you can also use the voice control functionality for most requests e.g. fast forward, open guide, play, turn on subtitles, etc.

Press and hold the + button on the front of the box for about 10 seconds or until you hear the remote start to beep.

Check out remote lost, damaged of not working to get information on how to fix this issue and understand what to do next.

Check out remote lost, damaged of not working to get information on how to fix this issue and understand what to do next.

Check out remote lost, damaged of not working to get information on how to fix this issue and understand what to do next.

 

You can manually setup the remote to control your amp/sound bar by going to Settings > Audio & Video > Pair remote with devices and follow the on screen instructions.

Press the TV button to switch between the last 2 channels viewed or use voice control and say ‘last channel’.

Each 360 remote pairs 1 to 1 with the box, it does not use infra-red (IR). This means you can only use one remote with a box and not multiple.

The TV Input button is in the bottom right-hand corner of the remote.

Either press OK twice or press the Contextual button (…) and select Info.

The fastest way to action is via voice control, say ‘subtitles’.

You can use Back if you to exit viewing the go back to the screen you came from. Alternatively, you can press the button for the next action you want (e.g. TV for live TV, Guide for the TV Guide and Home for the main menu. Or use Voice control and say 'stop'.

 

Recording with Virgin TV 360

No - once the recording is deleted you will not be able to retrieve this recording.

No - however you can select which series you want to start recording from in your series links, the box will recorded everything from that point onwards.

The box will record content in the definition of the channel you setup the series link on. If you want HD, ensure you check the channel details when setting up the series link.

No - when you make the switch to 360 you will lose all your existing recordings even if you are upgrading your existing V6 boxes.

Your series links can be amended by navigating to Saved > recorded > see all and selecting the pencil icon next to the show.

Yes. You can set up and watch recordings in the same way as the main box. However, the main box is the only one with a hard drive so if the main box is switched off or uncontactable at the time the mini will schedule the recording as soon as the main box comes back online.

At the moment, there is not a folder housing all series links- we are hoping this will be a future feature.


For current active series links these can be found in your Saved folder.  Scheduled Series Links can be seen within Saved > Recordings > Planned Recordings > See All.

Go to Saved and then select See All. From there you can change the filter at the top right of the screen. Just press the Home button to select the filter.

Yes, go to Info by pressing the Contextual (… / 3 dots) button and scroll down, if the film is scheduled to play on another channel this will be shown under the Also available heading. This won’t show when the film is due to be replayed on the same channel.

No, you will just have one list of recordings.

No, you’ll need to select the bin icon for individual programmes. Alternatively, use the 'See All' folder and select the bin icon to delete all.

Yes that’s correct.