Forum Discussion

slarti999's avatar
slarti999
On our wavelength
21 hours ago
Solved

360 Mini Box - CS1011

I have just upgraded my V6 box to 360 - all OK although a few issues with pairing the remote

I am in the process of replacing my current TIVO box with a 360 Mini as part of the same upgrade.
Hardware installed but once the box has been connected to my WiFI is has 'hung' for around 10 mins then issues error code CS1011 - Unable to retrieve your account details

Can this be resolved without resorting to calling support?
Cheers

360tv
TV 360
Upgrade
  • slarti999's avatar
    slarti999
    19 hours ago

    I followed the links and tried the solution - no avail
    Contacted support who said that the box had not been activated!
    Can't understand why that hadn't been done, but once activated & retried, all was OK.

    SO...
    If anyone else gets this error - struggle through the chatbot to get to a real person and they can sort it quite quickly it seems

2 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    21 hours ago

    Hi slarti999​

    Did you try following the instructions in the online help for that error code? /tv-error-codes/cs1011/start 

    Generally it's an account retrieval error which means the equipment hasn't been activated yet and a call to the activation line on 0800 953 9500. You will need the serial number of the 360 mini box along with your account and area number.  If that's unsuccessful it will need to be passed to 2nd/3rd level support to update the systems manually which may take 48/72 hours, and if that fails it will require a tech visit  for a box swap.

    (It's also possible that if you swap the mini box with the maim 360 that it will be picked up as a change and activated - this wouldn't affect the main boxes activation and it would continue working)

     

    • slarti999's avatar
      slarti999
      On our wavelength
      19 hours ago

      I followed the links and tried the solution - no avail
      Contacted support who said that the box had not been activated!
      Can't understand why that hadn't been done, but once activated & retried, all was OK.

      SO...
      If anyone else gets this error - struggle through the chatbot to get to a real person and they can sort it quite quickly it seems