Welcome back to the community. Just like our superuser Ernie_C had advised if you give us a ring on 150 free from a Virgin line or 0345 454 1111 from any other phone then one of our advisors will be able to look into it for you.
Just wasted 30 minutes of my time phoning regarding this problem only to be told it's been escalated and they'll 'get it fixed' in 24 hours. Which is quite impossible as it can only be fixed if the remote is replaced. A complete waste of my time and of Virgin Media's resources too. Arrghh!!! And at the end of it I've still got a remote that's not working properly.