CS1011 account retrievel fail on main box

[Laura1988amy]

• Cannot watch anything on the main box the secondary box is fine tried rebooting and factory reset

[newapollo · Accepted solution]

Hi @Laura1988amy 

Is this is a new customer installation? Did you install the boxes yourself?

https://www.virginmedia.com/help/virgin-tv-error-codes/cs1011-contactus is an account retrieval error message.

Both boxes need  to be connected to the white coaxial cable and also an internet connection. Please make sure that the main box is connected to the white coaxial cable.

Sometimes rebooting the box clears that error, but since that's failed you could try swapping the mini 360 over with the main box and see if that kicks it into working order. (you can always switch them back again)

If the above fails it's likely that the CS1011 account retreival error is because the main box 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 mini box -  you will need the box serial number, and your account and area number

[Laura1988amy]

It's a new customer installation installed by engineers, I have rang help line they said it will take 5 working days 

[Carley_S]

Hi Laura1988amy

Welcome to the community. 

Sorry to hear that you're main set top box is not working and throwing up the CS1011 error. I'd like to investigate this further if I may. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.