Sorry to see you are having problems with your remote.
Have you tried using a different browser, or clearing the cookies/cache on your current browser? I often have issues using Chrome when testing ordering remotes, but usually find Firefox and Edge browsers work OK.
You should be able to order a replacement by logging into My Virgin Media at the top of the page, or by using this direct link Order new remote
You can also try the TV Faults option when dialling 150 or 0345 454 1111, but best to call at 8am -10am, or afternoon teatime to avoid call queues
You could try the text messaging service. Just send a text with a description of new remote to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible.
For now you could download the TV Control app and use that until you receive a replacement remote