Cannot Order a new TV remote. Stuck in a loop of 'Something went wrong'

[hannahlucy___]

I need to order a new 360 TV remote as it is broken. I have been online on my phone, laptop and Ipad to try and order a new one through the link on the Virgin website. Each time, I am met with 'Something Went Wrong'. The options are to call 150 or speak with a live agent.  

The live agent button just does not work on any device, and when I call 150 the automated voice sends me a link to the website and ends the call without putting me through to anyone. I am stuck in a loop. 

It is SO frustrating. It is clear this is a problem, because I have read other posts on this forum that have experienced the same. 

PLEASE can somebody help me order a new remote??? 

[newapollo]

Hi hannahlucy___ 

It can take up to a couple of days for a member of the forum team to pick this up.

Have you tried a different browser, an incognito window, or cleared the  cookies/cache/deleted browsing data?

You can use the TVGo app as a temporary remote.

Info below from /tv/how-to-use-virgin-tv-go-app 

How to use the mobile app as a remote control

You can control your Virgin TV 360 box from your device with the TV Go app. Here’s how:

• For iOS, tap the Connect to TV icon at the top right hand side of the screen.

• For Android, go the main menu > Guide > My Shows > Manage > Info > Remote Control

If you have the Virgin TV TiVo or V6 box, you can use the Virgin TV Control app to do this instead.

[hannahlucy___]

thanks for the suggestions! I have tried on a different browser and incognito and I still receive the error message...

I will wait from a response from the forum team and hopefully they can manually order me one on their end, 

thank you

[newapollo]

Hi again @hannahlucy___ 

In the meantime please try using the TVGo app.

Also some TV's smart remotes can work with the 360 box (apart from the voice control feature) . I have a couple of LG TV's and have set them up to control my 360. Some TV's recognise the box as Virgin, with others you may need to search for Ziggo, or Ziggo Mediabox Next.

You can use also some third party remotes such as the OneForAll URC7125 - use the SimpleSet setup process and choose Ziggo as the manufacturer.

I also have the OneForAll1240 - it works by entering the code 1582, It's not as expensive as the 7125 and has 4 selects for tv/sat/amp/dvd (It did need direct line of sight to set it up)

[roy247]

When phoning 150 choose the option to report a fault, then ignore all the options offered and you should then hopefully be placed into a queue to speak to someone.

[John_GS]

Hi @hannahlucy___ 

Thanks for posting and welcome to the community.

I'll send you a PM now to assist further.