Sorry to see you are having problems with your V6 remote.
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.
You could also try the TV Faults option when dialling 150 from a Virgin landline, or 0345 454 1111 again, but best to call at 8am to avoid call queues
When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.
For now you could download the TV Control app and use that until you receive a replacement remote