need a replacement remote as old one has stopped working I am the account holder and am stuck aboard but the family is in the UK
You could try the text messaging service.
Just send a text with a description of new remote to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.
For now you could ask one of your family to download the TV Control app and use that until you receive a replacement remote