New customer
Hello, I’m a new customer and I have the WiFi working but my channels have error code cs1011
I searched, I’ve called and emailed but nothing is happening. What can I do to sort this please.
Thanks
Forum Discussion
11 Replies
VM don't have a customer facing email address so you won't receive a reply.
Did you try following the instructions in the online help for that error code? /tv-error-codes/cs1011/start
Which number did you call please? If it was 150 from a VM phone, or 0345 454 1111 from any other phone then you need option 2 (faults) however that error code is generally an account retrieval error which means the equipment hasn't been activated yet and a call to the activation line on 0800 953 9500 can often rectify this. You will need the serial number of the 360 box along with your account and area number if you call that 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 can take a couple of days for forum staff to pick up your thread and respond)
I tried to call that number and it’s disconnected so unfortunately I’m not getting it sorted anytime soon 🙄
I've just called both 0345 454 1111 and 0800 953 9500 from my mobile phone and both calls were answered so the numbers aren't disconnected.
They are both UK numbers - the 0800 number is a free call,.
The 0345 number is treat the same as 01 and 02 numbers and therefore free, although on some call plans you would be charged if you don't redial after one hour.
https://www.virginmedia.ie/customer-support/ for free state queries
There is also https://www.virginmedia.ie/contact/ which often has an online messenger chat available. As an existing customer you can also call 1908.
Mon - Fri 9am to 6pm Billing and Sales
Mon - Sat 9am to 6pm Technical Support
Mon - Fri 9am to 6pm Mobile Care
