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CJB203
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CS1010

Just renewed contract and received 2 new boxes (1x 360 + 1×360 mini). Followed all the set-up instructions only to have both boxes show "CS1010 Error". Rebooted them and checked all connections multiple times, same issue. 

Online help seems to show this is quite common, but getting a response from Virgin proved nigh on impossible. After numerous attempts at calling and trying to find the wining combination if numbers to actually speak to someone, finally got through on the chat facility only to be passed from one "expert" to another, having to repeat each time exactly what was happening, what I'd done and that as the old box works, its unlikely to be the connections, despite being told each time all details were being passed over! Finally after repeating myself 3 times, have now been told a "virtual engineer" will be in contact in the next 72 hours, probably just to tell be they'll send another set of boxes to try on their behalf as the old box still works so it can't be anything else than the boxes can it?

 

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MikeRobbo
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Alessandro Volta
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Re: CS1010

Have the boxes been activated yet ?

VM have recently started pre-activating their equipment, and the box should call "home" and be activated within 30 minutes, however sometimes this fails and the advice is to sign into Service status at the top of this page and run a test against the equipment you are installing. By doing this VM will be able to reboot the box or put you in touch with the right team.

You could also try the following, call 0800 953 9500 to activate the box. You will need the box serial number, and your account number and area code.

You could also try contacting New accounts and Set Up for them to complete the setup and activation. That is 150 from a Virgin landline options 1,1,1 and 4 or 0345 4541111 from any other phone, options 1,1, 2 and 4.

Best time to call is 08:00


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CJB203
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Re: CS1010

As an existing customer was sent a text to which I was to respond before installing the new boxes so they would activate them. Did that a received a confirming text back, so I assume they're active.

 

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MikeRobbo
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Alessandro Volta
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Re: CS1010

Phone them up and double check.


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CJB203
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Re: CS1010

Did that. Finally got through after nearly 2 hours. Explained again what had happened, asked if they'd been activated, was told yes and that an engineer would call.

Waited a couple of days, no call, so went back to Virgin, eventually getting through on the Chat again but having to leave it open more than 18 hours to get a response, suddenly got a text saying "equipment activated".

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