I've had the same issue using Chrome. Sometimes deleting the cache and cookies allows it to progress.
It always seems to work when I use either Firefox or Edge browsers.
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. It may take a few days.
For now you could download the TV Control app and use that until you receive a replacement remote
I hadn't gone all the way through the order process given I bought a brand new, unopened one from Amazon, after receiving two that were clearly second hand. I've just tried again and yes, it goes straight to the Error Message.
In the last month alone there have been no fewer than TEN people trying (and failing) to get a new remote sent out.
It's RIDICULOUS that a multi-million-pound company can't make the effort to keep customers happy.
Virgin Media should be ashamed !!! ..... I hope you manage to get one, one way or the other.
That's the page on the website that you can't order a new remote from, it keeps showing an error message and asks you to start your order again. You do that and end up with the error message again then repeat.
Can someone from the forum team send me a private message please so I can get this resolved.