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360 account retrival code

LindaA66
Joining in

on ‎29-01-2022 15:22

I am trying to connect a 360 box to the tv, but keep getting the CS1011 account retrival error code. I've tried contacting customer services but keep getting sent to the online guides by the automated voice, then the phone hangs up. Does anyone know how to sort this issue? I have already tried the steps in the online guide and everything is plugged in properly. Thanks. 

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newapollo
Very Insightful Person
Very Insightful Person

on ‎29-01-2022 16:32

Hi @LindaA66 

It sounds like the box hasn't been linked to your account correctly.

When calling faults (option 2)it should recognise that you've already called and place into a queue to speak to an agent. Also, if you don't press any buttons the call should be picked  up by an agent.

You could also try speaking to new accounts and set up (option 3).

It may need passing to 2nd level support for them to update the systems, and if that fails a replacement box.

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