You need the TV Faults option when dialling 150 from a Virgin landline, or 0345 454 1111, but best to call at 8am 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. It may take a few days.
For now you could download the TV Control app and use that until you receive a replacement remote
Sorry to hear you've been unable to order a new remote as your current one isn't working. I'm unable to find your details to check if one has already been arranged but if you can let us know whether you still require a replacement remote, we can arrange one on here.