Forum Discussion

cheile48's avatar
cheile48
On our wavelength
2 months ago

Replacement remote.

My V6 remote is knackered. I tried phoning 150 THREE times to get a new one but after going through all the options each time my call was cut off! This morning I tried the online chat and was taken through virtually the same options and was then advised there would be a charge for a new remote! Surely this is wrong? I have been with VM for over 20 years and goodness knows how much I have paid over that time without having now to pay for a new remote. My contract will expire soon, and this sort of experience will have a bearing on whether or not I should stay with VM.

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 months ago

    Hi cheile48 

    Select your set top box from the following page and follow the onscreen instructions to order a replacement remote, hopefully that will be free of charge.

    https://www.virginmedia.com/help/how-to/tv/issues/remote-issues/remote-not-working 

    You can also select the faults option (2) if dialling 150 from a VM landline, or 0345 454 1111 from any other phone which is a free call included in most call plans, as it's the same as dialling an 01,02,or 03 number, however on some calls plans you need to redial after 1 hour to keep it as a free call.

    Or wait a couple of days for a member of the forum team to pick up your post.

    In the meantime you can use the TV Control app as a temporary remote - it's available for ios and android devices.

  • cheile48's avatar
    cheile48
    On our wavelength
    2 months ago

    Thanks but this is the rigmarole I went through earlier when the outcome(?) was far from clear. I will wait a day or to see what happens. Either way it is unsatisfactory.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Hey Cheile48, thank you for reaching out and I am sorry to hear you've been charged for the remote,

      You should only be charged if the damage was done by your self. Let me send you a DM to check this out.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 months ago

      Sorry to hear about what has happened, we wish you the best going forward.