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Jba
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Replacement remote is faulty

Requested and was sent a replacement remote, when it arrived the volume and mute buttons don’t work. 
ive gone through the trouble shooting/set up pairing instructions-no change. I’ve tried to contact Virgin through various ways. My only option via help site is to buy another one which doesn’t seem fair. 
I can’t get through to speak to an operator and am still on hold after about 30mins. 

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