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Dan9980
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Set up problems

Hello All,

I received my kit for home set up yesterday and have a couple of issues.

1. The cable provided to split off my broadband and TV is too short, it won’t reach the main tv box which has to be close to my TV because of the length of the HDMI cable from the box to the tv. I called Virgin, they told me to buy a longer cable from a third party. Do I really have to do this and then tack the cable around the room myself?

2. I have tried to install the mini box in a separate room. I have connected it to WiFi but keep seeing the CS2004 error message. In this room there are no Virgin media terminals and the call center tell me I should be able to watch live tv over the WiFi, is this correct?

Appreciate your help, feels like Virgin are not doing much to help me here, considering bailing out and going back to Sky.

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nodrogd
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Re: Set up problems


@Dan9980 wrote:

Hello All,

I received my kit for home set up yesterday and have a couple of issues.

1. The cable provided to split off my broadband and TV is too short, it won’t reach the main tv box which has to be close to my TV because of the length of the HDMI cable from the box to the tv. I called Virgin, they told me to buy a longer cable from a third party. Do I really have to do this and then tack the cable around the room myself?

A useless CS response as usual. Virgin use specialised cable which is designed to prevent broadcast TV, Digital Radio & Mobile Phones interfereing with their network. Using your own cable could cause ingress of these signals which would not only disrupt your services but possibly the entire street. You need a manned install, which should be free of charge, & the cabling will be made up on site.

2. I have tried to install the mini box in a separate room. I have connected it to WiFi but keep seeing the CS2004 error message. In this room there are no Virgin media terminals and the call center tell me I should be able to watch live tv over the WiFi, is this correct?

Rubbish again I'm afraid. The boxes have Cable TV tuners that operate off the coax the same as Freeview & Satellite boxes, and similarly if you don't plug in an aerial or a dish into these you don't get live TV, only internet provided services.

Appreciate your help, feels like Virgin are not doing much to help me here, considering bailing out and going back to Sky.


 

Virgin BB TV Landline. Freeview/Freesat HD, Virgin Mobile, Tesco Mobile. Cable customer since 1993

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

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Natalie_L
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Re: Set up problems

Hi Dan9980, 

 

Thank you for reaching out to us here on the Community. 

 

I am sorry to hear this has happened and for your experience when contacting the team. 

 

I would like to help get this sorted so I am going to pop you over a private message to grab a few more details.

I'll send this over now and you will be able to access it via the purple envelope on the top right of this page. 

 

Speak soon, 

 

 

Nat
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Roger_Gooner
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Re: Set up problems


@Dan9980 wrote:

Hello All,

I received my kit for home set up yesterday and have a couple of issues.

1. The cable provided to split off my broadband and TV is too short, it won’t reach the main tv box which has to be close to my TV because of the length of the HDMI cable from the box to the tv. I called Virgin, they told me to buy a longer cable from a third party. Do I really have to do this and then tack the cable around the room myself?


You can use a longer HDMI cable to connect the box to the TV. For 4K a length of 3 metres should work well.

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