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cpcoward's avatar
cpcoward
Tuning in
17 days ago

CS1011

(Initially posted to the Stream forum instead of this one)

I received a 360 box yesterday to replace my very old virgin TiVo and set it up according to the instructions.

After connecting to WiFi I get Account error CS1011 we're unable to retrieve your account details. Please contact us.

I followed all the trouble shooting - restarted the router (seems to be the default response from VM),  Restarted the box multiple times.

The wifi in the living room is strong.

I've logged in to the router and can see the 360 box is connected. 

The automated support line was useless. Just sent a link to the same info I'd found and no opportunity to speak to a human although my experience of the call centre support people isn't good.

Checked the service status last night and it said "intermittent signal in your area" check back after 24 hours. This morning it is still saying 24 hours so I assume that is a meaningless number.

How can I get an engineer out? I've always found the engineers knowledgeable and helpful. Much better than the call centres and online "help".

If someone from VM reads this can they help?

CS1011

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  • cpcoward's avatar
    cpcoward
    Tuning in
    17 days ago

    Resolved. Used the online chat which eventually took me to a human being. It looks like the box hadn't been activated. Any way the support person was able to do that and it now works.

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      15 days ago

      Thanks for your post cpcoward, and welcome back to our Community Forums!

      Sorry to hear of the initial fault experienced with our newly issued set top box.

      Pleased to see however that a member of our team has been able to have this resolved for you.

      Do feel free to come back to us if you have any further issues that need our input and we'll be on hand to assist where possible.

      Thanks

      David_Bn