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We're really sorry to hear that there has been some confusion with the wrong remote being sent out. You can order a replacement remote control for your box here.
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Thanks for the link, when I follow the link it wants to send me a V6 remote. This has made me realise what the problem is. As part of a contract change Virgin sent me a 360 box (no idea why) but I have stored the 360 box and continue to use my V6 box (which Virgin have said they don’t want back). Because I use the V6 box this is what the system seems to think I want whereas I wanted a 360 remote to store with the 360 box.
At this point I will give up 😅 and get a 360 remote as and when I use the box.