Forum Discussion

lello's avatar
lello
On our wavelength
2 days ago

Stream minibus losing signal

Hi

I had a mini stream box installed about 5 months ago, I have had no problems until 3 weeks ago, when box comes up with buffering and everything freezes.

The only way I can get it back online is to unplug it (happens every day within 1/2 of turning on) 

The codes I'm getting are 

CS 2010, CS 9993, CS 9994

Faults as follows 

Hub disconnected (no it's not)

connection problem (laptop fine)

connection speed slow (not according to Ookla speed test)

I have a laptop running in the same room, and when box freezes, I have checked broadband speed and getting over 100 MBPS

I have done all the obvious (re-start hub, check all connection, but still get same.

I complained to Virgin 10 days ago, who asked me to disconnect mini box while they send a signal! How the box can pick up a signal while disconnect and not having WiFi I don't know 😕, the lady then told me it was sorted out and all will the working 

Following day still the same, and not heard back from Virgin, I'm off their radar I think

Hopefully someone on here can help without me spending another 2 hours on the phone to Virgin. 

The box is using WiFi and I don't have a problem with the rest of my WiFi gear (Phones, laptop, main 360 box, Alexa, WiFi cameras,  Wifi cat feeder, the list goes on)

Help

 

3 Replies

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

    Whilst the above information from newapollo​ is sound, personally I would forget about Wifi altogether and try to use a cabled solution.  My own streaming boxes are all cabled and never have any issues with buffering.  If you can't get a direct cabled solution, consider using Powerline adaptors as an alternative.

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

    Hi lello​ 

    The error codes CS2010, CS9993, CS9994  are all listed  on the /StreamErrorCodes.pdf page.

    CS2010 and CS9993 seem to indicate that it's a VM connection problem and  some services are
    temporarily unavailable, however CS9994 would indicate that the stream box isn't receiving a broadband signal.

    I don't have a Stream box, however I do have two 360 boxes which work on the same Horizon interface as the Stream box. They often threw up this CS9993 error code. It was usually resolved by rebooting the 360 box.  

    In those instances the actual 360 box hadn't recognised that it had an internet connection (although my internet was fine and all other devices were connected) and so wouldn't allow me to go into Settings.

    How is the Stream box actually connected to the internet?  It's best if you can use an ethernet connection (the ethernet connects via the dual Stream ethernet- power adaptor - see picture below)  If you are using an ethernet cable then maje sure it hasn't loose at either end, or try a different ethernet cable.

    If you are connecting via wifi and aren't using VM's pods/wifi boosters then it might be an idea to turn off the hubs smart wifi  and separate the 2.4Ghz  and 5Ghz network names.  You could then ensure that the Stream box connects to the stronger 2.4Ghz network.

    If you aren't using VM's WiFi pods then I suggest separating the  2.4Ghz and 5Ghz bands by going into  Advanced Settings > Wireless > Security

    Then amend the name of the 2.4Ghz band - so it changes from something like VM1234567 to VM123456724   that way you can differentiate between both bands and ensure that the Stream box connects to the 2.4Ghz band.  Then scroll to the bottom of the page and click on Apply Changes

    I also advise going into Advanced Settings >  Wireless > Wireless Signal and under the Smart WiFi section click on Disable Channel Optimization (this will prevent the hub automatically combining both SSID's into one again)

     

    • lello's avatar
      lello
      On our wavelength
      16 hours ago

      Hi

      Thank you for all the information,  I spoke to Virgin today,who seem to think the box is faulty,  and will be sending me another one.

      Hopefully that will sort out the problem. 

      Thanks again.