The quickest way is to call 150 from a Virgin landline or mobile, or 0345 454 1111 and speak to Faults, option 2.
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
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 regrade to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible
You could also try a different browser or clear the cache and cookies in your browser.
If you've downloaded the My Virgin app you can also oreder a remote by clicking on Help > TV > The remote is lost, damaged or not working and follow the prompts.
You can also download the TV Control app to use as a temporary remote by following the links from this page