Replacement Tivo Remote Control

[Nikkim1]

I wonder if someone can help me, my mum's Tivo remote has stopped working this afternoon & I was looking to order her a replacement.

She has just has a cataract operation so is struggling to use her laptop to log into her account & when I tried to assist her it keeps coming up with an error message.

I have done all the usual trouble shooting checks for her & the remote has just completely stopped working.

If there is someone from one of the Virgin Support teams monitoring this it would be greatly appreciated if you could get one of your engineers to drop off a replacement for her ASAP as due to the surgery she is unable to bend & see the controls on the front of the Tivo box.

I don't want to provide her account details in this open forum but can provide her details if/when required.

Many Thanks

Nikki

[newapollo]

Hi @Nikkim1 

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

VM do also have a large button remote which may help your mum going forward.

A member for the Forum Team should be able help you out with this when they pick up your post in a day or two.

Info below from https://www.virginmedia.com/help/accessibility 

High Contrast Virgin TV V6 box and TiVo box remote control

Our high contrast Virgin TV V6 and TiVo® box remote is available to all our customers with accessibility needs who may benefit from it.

All Virgin TV V6 and TiVo® remotes offer the following features:

• Buttons of different shapes to make using them easier.
• Curved sides so you know which way it's facing.
• A raised indicator on the 5 button.
• Audio feedback cues on the TV.
• Audio description available.

[Kath_F]

Hi Nikkim1, 

Thanks for your post and it's great having you back on board with us in the Community. 

We're sorry to hear that the remote control has stopped working and you've been unable to order one online. 

We can certainly get one ordered for you but will need to confirm the account details via privately. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Nikkim1,

Thanks for coming back to me so quickly via private message. 

I have ordered a replacement remote for your mum now and she should receive this within 5 working days via post. 

If you have any further issues, please pop back and let us know if you have any further issues. 

Thanks, 

[Nikkim1]

Hi Kath,

Thanks for your help.

It's much appreciated.

Regards,

Nikki

[Matthew_ML]

Hey Nikkim1, no problem at all.

Please do feel free to reach back out if you ever need anything again 🙂 Thanks