Forum Discussion

Kempy68's avatar
Kempy68
Tuning in
2 years ago

Virgin TV 360 box error code CS2004

Hi, 

moved to a new home last Friday and set up tv broadband and house phone. Notified VM of move and as new home was already set up with VM recd text to say plug into existing cables. Broadband and landline phone both ok but tv after set up comes up with error code CS2004 unable to show channel. Apps and iplayer work but not live individual channels. Done all the checks with cables etc and rebooted umpteen times but still get error code. Any suggestions ? 

Thanks 

  • Carley_S's avatar
    Carley_S
    2 years ago

    Thank you for joining me on private message Kempy68 and letting me know all is already resolved for you. 

     

    If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
     

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago
    Kempy68 wrote:

    Hi, 

    moved to a new home last Friday and set up tv broadband and house phone. Notified VM of move and as new home was already set up with VM recd text to say plug into existing cables. Broadband and landline phone both ok but tv after set up comes up with error code CS2004 unable to show channel. Apps and iplayer work but not live individual channels. Done all the checks with cables etc and rebooted umpteen times but still get error code. Any suggestions ? 

    Thanks 

    Hi Kempy68 

    I notice you said that you've checked all cables, but please can you confirm that the 360 box is connected to the white VM coaxial cabling.   If you don't have a coax point in your TV's location then you will need a manned install.

      

    • Kempy68's avatar
      Kempy68
      Tuning in
      2 years ago

      Hi Dave

      The box is connected to a coaxial cable. There are in fact two cables one is black and the other white cabling. I have connected the box to the black cable as the white cable is only a short length and would not reach the tv. Should I therefore buy an extension coaxial cable for the white cable and connect that to the box ? 
      Thanks 

       

      • roy247's avatar
        roy247
        Superstar
        2 years ago

        Where does the other end of the black coax go to. 

        Virgin usually use white coax cable internally, you should be able to trace the Virgin connection from the wall box to a splitter and one connection from the splitter goes to the hub and the other to the TV, if it won't reach to the TV then you should really ask for a manned installation as previously suggested because Virgin use their own cable and DIY modifications are not recommended.

         

  • OverAndOut's avatar
    OverAndOut
    On our wavelength
    2 years ago

    Exactly the same experience with me, Kempy68. Thankfully an engineer's visit has been scheduled. Not the ideal experience for a new Virgin TV customer!

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      Hi OverAndOut 

      Glad to hear that you have an engineer appointment sorted for you. I can only apologies for the inconvenience caused by this. 

      Please let us know how you get on and if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 years ago

    Okay, thanks for coming back to us Kempy68 We'll get this arranged for you. 

     

    Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

     

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 years ago

    Thank you for joining me on private message Kempy68 and letting me know all is already resolved for you. 

     

    If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
     

    • stevenwb11's avatar
      stevenwb11
      Dialled in
      5 months ago

      I had this problem CS2004 on Saturday. It’s worked well for years. The engineer has just left. He identified the problem very. A light should have been glowing outside in the external box. He looked at the HDU plug behind the TV before it goes into the 360 box. No light, plug had failed, he put a new one in and hey presto, both boxes working. It had me well confused, one box on Ethernet the other on WiFi, could watch recordings and Netflix etc, but no TV channels.