Remote

[Debbie2401]

I’ve tried ordering a new remote. I’ve tried ringing but I don’t get any reply and the link on the website doesn’t work.

Any ideas

Thanks

Debbie 

[newapollo]

Hi Debbie,

You can download the TV Control app to use as a temporary measure until you receive a replacement remote.

Have you tried using a different browser?

Also try clearing the browsing data or an incognito window.

You can call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) but best to call between 8am and 10am to avoid call queues

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc.

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem.

If you don't want to be tied up on the phone you could try the text messaging service. Just send  a text with a description of replacement remote  to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. 

A member of the forum team may pick this up for you, but it could be a couple of days.

[Paulina_Z]

Hi @Debbie2401,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you're having some issues with your remote at the moment. I understand that this must be quite frustrating. 

As @newapollo advised, you can use the TV Control App as a temporary replacement for your remote while you order a new one. 

What issues are you having with the Order a New Remote link on the website? Have you been able to get in touch with our team to organise for a replacement? 

Please let us know if there's anything further that we can help with.

Thank you.