TS2/3/1/2/ERR_400/302/400 on virgin media flex
Hi I'm getting error code TS2/3/1/2/ERR_400/302/400 on virgin media flex box when trying to access the subscriptions app.
Thanks.
Forum Discussion
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The Flex package should be a straight forward and easy way to save Virgin Media the hassle of dealing with customers and automate many processes. Clearly [for at least a number of customers] the system has broken down.
I'm in the opposite position of those on this thread having cancelled packages on October 13th last year. I got email confirmation of this, and my billing reflects this. Despite the cancellation in October we are now in February and my box still has the Sky Sports, Sky Sports UHD, and TNT sports packages which I am not paying for. I haven't changed contract or anything else that should have changed the link to my contractual details. Adding and removing channels has worked for me in the past, there is nothing that should have changed that.
As I understand it, the issues are exactly as Deepak_S wrote above. However, it seems that customer services are sending engineers out and sending out new boxes despite the issue not being the box, all at additional cost to Virgin Media, and not dealing with the problem.
As a minimum, customer services should be responding properly to customers with this issue - even if it is just to say it is a problem with no timescale for resolution.
Not that it worries me, I have zero incentive to complain, but those looking at sending an email to the CEO should [also] make a formal complaint:
https://www.virginmedia.com/help/complaints
which in my experience is the one way to get problems looked at properly. It sometimes takes two or three responses, and moving customers off the Flex package is not the answer and disadvantageous to a customer.
Subscriptions haven't worked since I got the Flex box. Got it a few days before Christmas. Thought I'd leave it until after Christmas. Wanted to get the football tonight but can't due to this error
I'm getting the same error. I got the Flex box a few days before Christmas and have not been able to use the subscriptions app from day one.
Getting through on the phone is a joke
- Steven_L
Forum Team
Hello Jason1878efc,
Welcome to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re experiencing with your Flex TV services. Have you been able to get this looked into further since you posted, or do you require further assistance?
Kind Regards,
Steven_L
Hi Steven. Did you ever resolve this issue for the customers?
Seems to me that the ordering system has hung and is blocking everything. So come on VM, clear the stuck order to get the provisioning system working and give the customers a working box. It isn't rocket science.
Spot on Roger. The technician who visited me yesterday called someone within Virgin (I know the name but will observe his confidentiality). Who added the channels I want manually (can’t get my 10% discount yet). That same person - reviewed this forum thread and is aware of the issue. But you are absolutely correct it’s a back end problem and should not need these “tickets” raised. JUST DO IT!
Does anyone have a result on this? Virgin sent me a new box - but the problem remains. I think there may be an issue linking the boxes to accounts
- Deepak_S
We’re really sorry to hear the problem is still happening idrapoza, even after receiving a new box, we completely understand how frustrating that must be.
Just to reassure you, this isn’t a fault with your Stream/Flex box itself. The issue is linked to a back‑end account provisioning or activation error. When this happens, the box doesn’t properly link to your Virgin Media account, which then causes problems with:
- Opening the Subscriptions app
- Adding or removing Flex subscriptions (e.g. TNT Sports, Netflix, Disney+)
- Managing add‑ons in the My Virgin Media app
- Managing add‑ons through the Virgin Media website
To fix this, an IT ticket needs to be raised so our back‑end teams can correct the account link and restore everything.
If you’re happy to go ahead, we’ll send you a private message shortly. Once we’ve completed the security checks, we can raise the IT ticket for you and get this moving.
Please keep an eye out for our message, we’ll get this sorted for you🙂
Hi, I’m getting the same error code (Ts2/3/1/2/ERR_400/302/400) as above. I’ve raised this with customer service who sent an engineer out who changed the stream box but the issue still remains. Is anyone able to assist??
I'm having the same error code. I'm being told by other team members that I can't add TNT sport as well. Which looking online isn't true. Please could I have some help.
- Molly_T
Hi cadams0 👋 Welcome to the community forum! Thanks for posting.
Sorry to hear you are having some difficulties with your subscription management for Flex. There's been a few different error codes and messages mentioned in this thread - can you please confirm exactly which ones you have been getting?
If you can also please expand on what you mean when you say you have been told by other team members you can't add TNT sports? (Which platform were you advised this? Did they outline why it was the case?)
Flex subscriptions are managed directly by the customer, so we can't add or remove Flex subscription services, but we do need to try and get your access to the management platform sorted if you can't currently manage your own subscriptions.
I will send you a PM to confirm a few details and get an IT ticket raised if needed. Please keep an eye on your Inbox 📩 in the top right corner of the page for a message offering help. We can then return to this public thread with another update when possible.
Thanks for your patience and co-operation in the meantime! 🌞
Molly I have the same problem. Please see the code on my screen
Similar experience for me unfortunately. Tried to send out an engineer and now it's with a technical team but not sure who and so far not had a further response.
If you could let me know if you do manage to get it resolved and which team that would be much appreciated. Similarly I'll let you know if I get any success
- Matthew_ML
Hey distantdave2001, thank you for reaching out and we are so sorry to hear about your TV issue.
You have mentioned they have flagged to a team, did they raise an IT ticket for you?
If so the work around for this is 5 working day sometimes it could be a slighter longer.
Hi
Yes they have raised an IT ticket however that was around 2 weeks ago and I've not had an update. Are you able to check if it's progressing?
Getting below Error code when I open the subscriptions app on stream box. App won't open at all, just gives the error code
This has only started happening since I renewed my contract last week. I can't do anything on the Myvirgin Media app either (other than view my bill), or the website. If I try and add anything I just get an error message asking me to contact customer service when I click on any links in the Myvirgin Media app.
I had TNT sports on flex which has been removed since I renewed my contract and I can't add back in as there is currently no my way to add any subscription to Flex (app on the stream box giving below Error, Myvirgin Media app not working, and nobody able to help over the phone).
Antone able to help? I'm getting nowhere unfortunately. It seems like some sort of provisioning issue with my account following my renewal.
TS2/3/1/2/ERR_500/402/400
I have had the same issue for nearly two months now. I renewed my contract at the start of October, and was not told during conversations that TNT Sports would be removed. When my new contract kicked in I noticed it had been removed, and was told I could simply add it back on again, however from that point I have been getting this error message on the box, and also unable to do it on the app or online. I've had numerous calls, cases, I've raised complaints, I had an engineer come out, and no one has been able to resolve the issue.
What's been especially frustrating is the poor customer experience - having to explain the issue repeatedly to numerous agents, even when passed from team to team in the same call, agents who don't understand the issue and provide generic, unsuitable advice from a script, promised call backs that never happen, cases being closed as successfully resolved when they haven't.
I was on the phone for 1.5 hours today - at the end, my case was passed from the Fault Management Team (case refs start with FMS) to the Technical team (case refs start with P) and was told it would be resolved in 3 working days and I would get a call back. Let's see, but I do not hold out much hope.
It's a real shame because otherwise I have had no issues with the service, but this experience has been so poor that I will not renew again.
Update: the issue is still not fixed for me (despite being told it would be resolved by now), however I have received this information regarding my complaint:
The Virgin Media Stream error ERR_400/302/400 (often displayed with prefixes such as TS2/1/2 or TS2/3/1/2) is a common issue. It usually indicates a problem with account linkage or activation rather than a fault with your box hardware. This error prevents subscription management functions, such as adding or removing services like Netflix or Disney+, although basic TV services continue to operate. In short, your Stream box is not correctly linked to your Virgin Media account for managing TV add‑ons.
Backend Problem: This is can be a configuration fault rather than an issue with your equipment. You may attempt to add or remove services via the Virgin Media website or app, but this often redirects without completing the action.
Clear Cache (If Possible): If you can access the settings on your Stream box, clearing the app cache may help.
We can also confirm that your concern has already been escalated to our dedicated team and an IT ticket has been raised. Please allow some time for the team to investigate and resolve the matter.
Hi Alex
Exact same issue for me unfortunately. Getting below Error when I open the subscriptions app on stream box.
This has only started happening since I renewed my contract last week. I can't do anything on the Myvirgin Media app either, or the website. Just get error message and told to contact customer service when I click on any links in the Myvirgin Media app.
I had TNT sports on flex which has been removed since I renewed my contract and I can't add back in as there is currently no my way to add any subscription to Flex (app on the stream box giving below Error, Myvirgin Media app not working, and nobody able to help over the phone).
Are you able to help? I'm getting nowhere unfortunately.
TS2/3/1/2/ERR_500/402/400
Same issue for me since renewing my contract last week. Can't access the subscription app on the stream box as getting the same error code with
"Oops sorry we've run into an issue.Pease try again later".
My existing tnt flex subscription has also been removed after my contract renewal and no way to add it back as the subscription app on the stream box just has an error code and the My virgin media app won't let me do anything now other than view a bill.
Can anyone help?
