on 29-03-2022 14:38
I need to order a new remote as my old one is not working properly.
I have tried ordering online but the page to which I was directed has not been functioning for over a week.
I have tried phoning from my virgin landline. Twice i have gone through a series of options - none of which give me the opportunity to either speak to someone or just request a new remote.
Very very frustrating! Any suggestions on how I get my new remote?
29-03-2022 15:23 - edited 29-03-2022 15:24
Hi @EmerSmyth
The links on the web page work for me but sometimes error when using Chrome.
Have you tried using a different browser, or using an incognito window?
You can also order a remote using a text message with a description of replacement remote to 07533 051809 (or whatsapp 0730 532 7112). Your message will go into a queue and a representative will respond to you as soon as possible.
You can also call 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (TV Faults)
When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc.
Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and order a replacement remote.
on 29-03-2022 16:22
Dave
Thank you so much for your very practical and effective advice. I telephoned again from my virgin landline telephone and did as you said (by holding on) and I actually got talking to a real person!!! i have now ordered my remote control.
Frustration now defused! Appreciate your prompt and effective response.
Kind regards
Emer
on 02-04-2022 10:26
Hi @EmerSmyth,
Welcome to our community forums and thank you for your first posts.
Sorry to hear you have had issues when trying to place an order for a new remote. We are however glad to see that @newapollo was able to help with this.
Please do not hesitate to contact us if you need any further help.
Thanks,
on 03-04-2022 11:29
on 03-04-2022 11:35
Thanks for the update @EmerSmyth
Happy viewing
on 05-04-2022 11:40
Thanks for coming back to us @EmerSmyth with the update and glad that the advice from @newapollo helped to get this resolved. ^SL