Call 150 / 0345 454 1111 and go with option 2 (faults) then TV fault report option.
Or you can try asking via the Contact Us page: http://www.virginmedia.com/contact/ -> TV -> Help with my remote control. Click 'Chat Online'. It is staffed between 9AM to 5PM (M-Sa) and you should use a desktop or laptop device to access the page. If it says all agents are busy, either read the page every three minutes and check again - or leave the page up until a chat prompt show and use that.
- - - - - - Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.