Virgin V6 remote control

Hi, my v6 tv remote control is playing up. The back button no longer works. Tried all the suggested fixes but nothing works. Thought I had ordered a replacement from the web page but nothing was delivered and there was nothing in the orders section. Impossible to contact anyone by phone - end up going around in circles ending up on the same 'help' page. Can someone please check if the replacement remote order was indeed placed or if a replacement can be sent. Many thanks.