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Just need a new remote

Joining in

So, my parents remote has stopped working and they just need to order a new one. It's not physically broken but changing the batteries or following all the troubleshooting steps has not helped in the slightest.

My Mother spent around 30 minutes on the phone just trying to talk to a human but got nowhere.

I've just now tried to follow the process on the website, got to the point where it told me I needed to contact you to order a new remote and chose the chat option.

After putting in their details it then ran the standard diagnostics, gave me various troubleshooting options and then gave me the option to chat to you.

Genuinely never know anything like it. How hard can it be to contact you to get a new remote?

Why do you make it so hard to just talk to somebody?



I would say the quickest way to get a remote would be to call 150 from your Virgin phone, mobile or landline, or 0345 454 1111 from any other phone or wait for a member of the forum team to pick this up which could be 2 to 3 day's.

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

You can use the TV Control app while you are waiting.

If your TV has a smart remote you might be able to pair that to the V6.


Forum Team
Forum Team

Hello Unimpressed2.

Thanks for your post and welcome back to our community.

Sorry to hear about the troubles you're having ordering a replacement remote control.

I will be able to get one sent out from here if you still havent had any joy.

If you don't mind, I will need to send you a private message to pass security first.
If you can check your logo at the top right of your screen that would be great. 

Joining in

I'm in exactly the same position as the original poster, trying to sort out a replacement remote for my parents due to some of the buttons not working properly.. Would one of the Virgin Team be able to send me a message to try and sort this out. Thanks, James 

Hello jim1973


Thanks for taking the time to post on the forums in regards to the remote control issues and problems ordering a replacement. We're happy to help.


What happens when you try to order one here?

Many thanks for the info Robert.

Followed the link and all sorted in less than a minute, great stuff.