Forum Discussion

petersladdie's avatar
petersladdie
Dialled in
4 days ago

cut off

HELP! i was watching the liverpool/bournmouth game on sky sports premier league channel when the picture and sound started to break up. sky sports main event was the same so i tried other channels which were ok. so i selected factory reset and now i have error code cs1011 - accoutn error. it says i have to contact virgin media but the 0345 454 1111 number is not recognised so how do i contact virgin media and get my tv back

i also noticed on the virgin media app that the status checker is not available and the app is struggling to load pages too.

at least i can watch the second half on my laptop with the sky sports player as my broadband is ok

8 Replies

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    4 days ago

    You've missed it all. Its 7-2 to Bournemouth . 

  • Craigmdee1967's avatar
    Craigmdee1967
    Just joined
    4 days ago

    Tv pixelated and can’t watch match - this has happened alot recently but only in evenings. Can’t login to tv go either - Virgin get your finger out asap!!

  • FreddieJ's avatar
    FreddieJ
    Joining in
    4 days ago

    It seems to be all over the country your best bet to watch it is logging onto the sky sports app since sky's service is unaffected but it's not ideal. As there is currently no way to contact Virgin as it all seems to be down.

  • jonesa223's avatar
    jonesa223
    Settling in
    4 days ago

    Having the same issue. Surely if everyone/enough people are having an issue this can't just be a "it's your area/hardware" issue. So frustrating for how much we pay!

  • petersladdie's avatar
    petersladdie
    Dialled in
    4 days ago

    phew, all sorted now but i will never phone them again. the phone line worked (ish) just after i posted but i was not able to speak to a human. i left my tv box off for the second half and luckily it loaded up properly and i can use it again. they need to change the on screen message for the error code on the tv screen to switch off and reboot after 10 minutes instead of contact us  because they have made it impossible to contact them. the virgin media app has improved a bit also, the service status has returned but i did not try it as the help pages are still not loading. 

    • newapollo's avatar
      newapollo
      Very Insightful Person
      4 days ago

      Hi petersladdie​ 

      It's good to see that the Factory Reset option you choose didn't break everything.   Performing that action  gives two options,  Keep Recordings, and Format Disk.  I hope the one you choose was Keep Recordings  so that you wouldn't lose your recordings, planned recordings, or series links you'd set up. If you did choose that option then you may have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again.   If  you chose the Format option you would have lost all recordings.

      It's odd that you say error code CS1011 (/tv-error-codes/cs1011/start ) as that's generally an account retrieval error which means the equipment hasn't been activated.

      • petersladdie's avatar
        petersladdie
        Dialled in
        4 days ago

        thanks, i opted for the keep recordings. everything is back to normal

  • Ashburnian's avatar
    Ashburnian
    Dialled in
    4 days ago

    Same for me every channel breaking up to an unwatchable level.