Help & Support

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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.

    * 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.