TV Remote.

Phoned to try to get a new remote as mine is not working.  Had changed the batteries and done everything supposed to do.  Was told to switch computer on and log into Virgin.  2 hours later I was given a website to order a new remote.  This then told me I had to retry as there was a problem. 

Why can't I just phone up and speak to someone to order a new remote.  It is obviously not working. I was trying for 2 hours before giving up in disgust.