Ordering replacement equipment

If you still have the TV Box, try rebooting it first. Unplug the Box (and the Hub if you have one) for twenty seconds, plug it back in and make sure all cables are secure. Then, check again to see if it has worked.

If not, get in touch with our technical support team when you're at home. They'll be able to carry out some further checks with you over the phone.

If this does not resolve the issue, we can get replacement equipment to you via courier or set up a technician appointment. There will be a €60 fee per piece of replacement equipment we give you. That said, this might be covered by home insurance if you have it - check directly with your provider.

If you still have the Hub, try a reboot to make sure that doesn't fix it. Reboot by unplugging the Hub (and your TV box if you have one) for twenty seconds, plug it back in, and ensure all cables are secure. Once this is done, check again to see if it has worked.

If it doesn't work, get in touch with our technical support team when you're at home. They'll be able to carry out some further checks with you over the phone.

If this does not resolve the issue, we can get replacement equipment to you via courier or set up a technician appointment. There will be a €60 fee per piece of replacement equipment. That said, this might be covered by home insurance if you have it - you can check that directly with your provider.

First, check the batteries. Remove and reinsert the batteries, ensuring they are facing the correct direction. If the remote still isn't working, try replacing the batteries with a new set.

Next, let's check if the remote is paired correctly with your TV. Press and hold the ‘TV’ and ‘0’ buttons together for 10 seconds until the light flashes on your Virgin TV box.

Still not working? Turn off your TV and your set top box for about 30 seconds and turn back on. Give the remote a go and see how that works.

Need a replacement remote? Click here to buy one online. A one-off charge of €20 (including postage) will be added to your next bill. Orders are processed within two working days.

Our technical team will be able to carry out some troubleshooting with you to try and fix the issue, so do get in touch with them when you're at home. If this does not resolve it, we can send a replacement phone to you via a courier.

If it needs to be replaced, and you've had it six months or more, there will be a once off fee of €30 added to your next bill. If you've had the phone for six months or less, it will be within the guarantee period - so there will be no fee for the replacement.

We'll try to blacklist the mobile that has been lost/stolen. This ensures that other mobile providers won't allow the phone to connect to the network, even if there's a valid SIM card in the phone. Get in touch and we'll go through it over the phone.

What to do if your phone wasn't insured

If your mobile has been lost or stolen, and it wasn't insured, you may want to get a new phone. Check out our current phones and offers.

What to do if it was insured

If your mobile was insured you'll need to contact your provider directly. If the insurance was taken out with Mobilecover (the mobile insurance that we recommend to our customers) you'll find their contact details on their website.