CS1011 error - 2nd box

[MagicLettuce42]

2nd box delivered recently but first turn on and get the CS1011 account retrieval error.

has it not be activated Virgin Media and? Can anyone help?

[newapollo]

Hi MagicLettuce42 

Have you connected the box to the white coaxial cable?

CS1011 is an account retreival error because the box hasn't been fully set up on VM's systems yet, or possibly because the box hasn't been activated.

The first thing to do if it hasn't been done already is to call 0800 953 9500 to activate the box -  you will need the box serial number, and your account and area number

If that's unsuccessful it will need to be passed to 2nd/3rd level support to update the systems manually which may take 48/72 hours, and if that fails it will require a box swap.