Sorry to see the problems you are having with your new 360 sevice.
CS1011 is an account retrieval error message. It usually means that the box itself hasn't been linked up correctly with your VM account.
The 360 needs connecting to the white coaxial cable and also an internet connection, either wired or ethernet..
Sometimes rebooting the box clears that error.
have you tried calling 0800 953 9500 to activate the 360 box? If not give that a try, you will need the box serial number, and your account and area number
You could also try speaking to New accounts and Set Up for them to complete the setup and activation.
That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline , or options 1,1,2 and 4 if dialling 0345 4541111 from any other phone.
If they can't manage it then they usually pass it to 2nd line support, and if that fails then they send out an enginerr to swap the box for another one.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad AliLove, love and love, forever - Pele
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge. Learn more
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanksThe do's and don'ts.
Keep the community welcoming for all. Follow the house rules