Forum Discussion

richo's avatar
richo
On our wavelength
23 days ago
Solved

Remote Replacement

Hi,

The scroll buttons & a few others have stopped working on my remote.

I called 150 which directed me to the website to order a new one. The webpage then told me it was unable to order one. I then asked the Virtual Assistant, who directed me to another webpage to order one, which then also told me it was unable to order one

Can I get this resolved ? 

Regards,

Richo 

Customer service
remote
Tivo
  • richo's avatar
    richo
    15 days ago

    Well out of the blue  a new remote turned up today.

    I don't know if this was due to the original order via web messaging or @ Daniel _Et chasing it up.

    But thanks. 

9 Replies

  • richo's avatar
    richo
    On our wavelength
    23 days ago

    Hi newapollo, 

    I'm afraid it's the same result as before.

     

    • newapollo's avatar
      newapollo
      Very Insightful Person
      23 days ago

      That's unfortunate Richo, it works for me although I have a TV360 box.

      Have you tried a different browser or using an incognito/private window?

      A member of the forum team should pick this up for you, although it may be a day or two.

      In the meantime you  can download and use the TVGo app as a temporary remote on android and ios devices

       

  • richo's avatar
    richo
    On our wavelength
    21 days ago

    I had another go at it but had the same response. I spoke to the Virtual Asst again & after clicking the 'need further help' option I had someone join the chat.

    After explaining the issue & a few account checks, they have said a new remote has been ordered without any cost & is on the way.

    Hopefully this is the case. Will update if it arrives. 

     

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      19 days ago

      Hi richo, thank you for the update.

      Have you received a new remote since your latest post?

      If not, is an order showing under the "Orders & Appointments" section of your My Virgin Media account here?

      Regards,
      Daniel

  • richo's avatar
    richo
    On our wavelength
    19 days ago

    Hi @ Daniel_Et 

    Thanks for your reply.

    No I haven't received the new remote yet.

    I just checked the "Orders & Appointments" section & there is nothing listed. See below.

    Regards,

    Richo 

     

  • richo's avatar
    richo
    On our wavelength
    19 days ago

    Hi @ Daniel_Et

    Also here's the conversation I had on Thursday & their confirmation that they had ordered it.

    Regards,

    Richo 

     

  • richo's avatar
    richo
    On our wavelength
    15 days ago

    Well out of the blue  a new remote turned up today.

    I don't know if this was due to the original order via web messaging or @ Daniel _Et chasing it up.

    But thanks.