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Cs2004 error

Joining in

Have disconnected reconnect rebooted still getting cs2004 error 


Very Insightful Person
Very Insightful Person

Hi @Rosie1959 

CS2004 relates to a TV set top box error. It means the Channel has failed

On a 360 box - It should say " Due to low bandwidth, we're returning you to live TV. Visit Diagnostics to help find and solve the problem"

On a Stream box it should say - "Stream - Visit Diagnostics to help find and solve the problem."

On line help with diagrams 

Or follow the below steps. It refers to the Stream box but the same applies to the 360 box.

Step 1. Check your connections
Make sure your HDMI and power cables are tightly connected to the Stream box.
Then check your WiFi connection and make sure your Stream box is still connected to your home WiFi network.
You can do a quick diagnostic on your Stream box by heading to Settings, then Network and picking Diagnostics.
If you’re using an Ethernet connection, make sure that the cable is securely connected to the Stream box and the Hub.
Step 2. Reboot the Hub Just turn it off, wait a bit and turn it back on again.
Step 3. Try connecting via Ethernet if you haven’t already
To get the best connection possible, we recommend using an Ethernet cable to connect the Stream box directly to the Hub.
Can you watch TV now?
Yes Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No Please get in touch with us. We’ll run some extra checks to get Stream back up and running again for you.


If you need to get in touch then you should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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