Forum Discussion

t-c-w's avatar
t-c-w
Joining in
2 years ago

Buttons on remote stop working

I'm having problems with my Virgin remote. I have to keep rebooting my set-top box every single day to get it working again. It's not the batteries as I've changed them more than once. The down arrow, Last Channel and Back button are the worst offenders. I'm tearing my hair out with frustration!

I called customer services a few weeks ago and the gentleman I spoke to took ages to go through the process of ordering a new remote for me and then, after about 10 minutes of faffing, he said I'd have to pay £10 for a new remote. Why, when you can replace hubs and set-top boxes for free, do you charge for a replacement remote? I dread having to call customer services as I never seem to get anywhere with them. Would a replacement remote even fix the problem? I have 3 set-top boxes and the problem only seems to occur with one of them.

  • roy247's avatar
    roy247
    Superstar
    2 years ago

    Hi t-c-w,

    You haven't said but have you tried swapping and repairing a different remote between the boxes to see if the problem follows the remote, if it does then one of the forum team might be able to arrange a replacement.

    It might be 2 to 3 days before they respond.

     

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 years ago

    Hi t-c-w 👋

    Welcome back to our Community Forums and thanks for our post. 

    I am sorry to hear your remote has stopped working and for the poor experience when speaking with our team.

    I will pop you a PM 📩 now and order a replacement for you.

    Speak soon!