Showing results for 
Search instead for 
Did you mean: 

How do Ii get a replacement remote control

Dialled in

Having trouble with my Virgin remote control. Need a replacement. Seems almost impossible to talk to a human being. Having joined Virgin media many moons ago, can't remember password. 


Accepted Solutions

Dialled in
Dave. many thanks. Have ordered replacement.

See where this Helpful Answer was posted


Very Insightful Person
Very Insightful Person

Hi @shallotman 

You should be able to order a replacement by logging into My Virgin Media at the top of the page, or by using this direct link  Order new remote 

If the links aren't working either clear your cache and cookies or try a different browser

You can also try the TV Faults option when dialling 150 or 0345 454 1111, but best to call at 8am -10am, or afternoon teatime to avoid call queues

For now you could download the TV Control app and use that until you receive a replacement remote

Regarding your forgotten password, you might be able to change it by logging into My Virgin Media > Update settings > Account details > Memorable word > Telephone security details and editing the field.

The memorable word would have been set up when you first signed up with VM. It should be in your original documentaion.

To help jog your memory the memorable word is usually something along the lines of mothers maiden name, place of birth, name of first school, favourite song or band, favourite food or name of your first pet.

When calling if you don't input any characters from your memorable word then an agent should pick up the phone and ask you other account related questions to validate you.

Have your bill handy to help answer the questions.  They will also be able to update the memorable word for you providing you pass verifcation, if not they can send a reminder through the post.

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Dialled in
Dave. many thanks. Have ordered replacement.