When you changed to a new contract did you also change your TV set top box?
This error often occurs if you are given a new box, or there is a software upgrade to change the box from a V6 to the newer 360.
It's likely that the CS1011 account retreival error is because the box hasn't been fully set up on VM's systems yet, or possibly because the box hasn't been activated.
You could try calling 0800 953 9500 to activate the box - you will need the box serial number, and your account and area number
Invariably this needs passing to 2nd level support (the front line agents don't usually have access to the necessary systems) so they can update the systems. If that fails it usually results in a tech visit for them to change the box and update the systems.
(CS3400 is content unavailable, and CS3500 is service unavailable) with both of these errors you need to make sure that all the cables are correctly connected to the hub, especially the white coaxial cable, and that the white coaxial is also connected to the VM TV set top box (this can also cause the CS1011 error as the box needs the white coaxial to talk back to VM systems)
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