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If you get your services down a fibre optic cable you are a Cable user. If you get your services down a phone line you are a National user.


Help for Cable customers

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My remote control is not working correctly or it's not working at all. How can I fix this?

There are a number of reasons why the remote control may not be working. Here’s a couple of obvious ones you can check straight away:

  • The batteries are flat - a light should flash on your set-top box every time you press a button on the remote control. If it does not flash, replace the batteries in the remote control
  • Are the batteries installed in the remote control properly? Make sure you follow the diagram to insert them the right way into the remote.
  • There is something blocking the path between the remote control and your set-top box – make sure that you are pointing your remote control directly at your set-top box and there is nothing blocking the path of the infa-red signal.

If neither of these solves the problem, contact us by calling 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone. Meanwhile there are some useful buttons on the front of the set top box to keep you going.

You can also find out more about replacing your remote on our forum.

* For details about how much it costs to call our team from a Virgin Media home phone, visit Call costs from other networks and mobiles vary.

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