non arrival of remote control ordered online

[butlerma]

ordered new remote from virgin through problems with remote helpline .Said will send new remote will arrive in 5 working days but nothing showed up in orders section and nothing arrived. Went through help section again says need new remote will send one but charge me £10 as  received a new remote within last 12 months as it thinks it already sent one which I never received.. Tried download  remote app but it cant find my tivo box network and I cant use remote to find what network my tivo box is on as you need to press home button to get to settings and my remote doesnt work. Tried phoning virgin on 0845 number cant get through to real person  to order new remote after pressing option 1 2 etc just ends up sending link help page  then hangs up.

[newapollo]

Hi butlerma 

You shouldn't be using the 0845 number -  you should either call 150 from a VM landline or 0345 454 1111 from any other phone

You should be able to download the Virgin TV Control app  and then sign into it using your My Virgin Media credentials, it doesn't need to know your network.

/virginmedia.com/help/tv/how-to-use-virgin-tv-control-app 

A member of the forum team should pick up your thread in a couple of days to help with ordering another remote.

[butlerma]

Thanks but  for my android phone to work as remote control I need to get into settings on my tivo box and my home button on remote doesnt work so I cant even see what the settings are..Says needs to connect tivo box to hub. Guide etc works but when press remote control message home network required displays.

[butlerma]

My remote control arrived today via royal mail probably why it took longer than it should so everything working as it should now problem sorted.

[newapollo]

Hi again @butlerma 

Thanks for updating the thread.  Great to see that you've finally received the replacement remote.

If I were you I would try and set up the TV Control app again for future use now that you've got a working remote.