Yup, tried that, over 40 minutes on the phone (has happened twice) isn't useful, particularly when I'm at work during the day.....It makes me wonder why they even bother having the chat/text options, when nothing ever seems to get done...
To get a replacement remote you can also text (not call) Virgin on 07533 051 809 and you can get one for free in about a week, or you can wait a day or two for a member of staff to pick up this thread (and that, including posting the remote, will probably take at least the same amount of time for you to get one).
On the text number there's an "automated-bot" initially that'll reply, but once you've gone through that and it's satisfied itself it'll forward the query to a VM Rep. There can be a day or so delay on the Rep getting back to you at the moment due to Covid, but after that it should be sorted.
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