You could try the text messaging service. Just send a text with a description of TV Faults 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.
You can also call 150 from your Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) butbest to call at 8am to avoid call queues
If you call Faults you will probably get a series of automated messages. Call then back around 10 minutes later and an agent should pick up the call.
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When I call it seems to be an automated services with no luck getting through to a agent. Been trying since thursday. Also tried the message us service, I work full time and they seem to respond while I'm working so I cant reply meaning I get disconnected. Wouldnt think it would be this difficult to get a replacement