CS1011

[Vasvas]

@virginmedia now we have CS1011 8 engineers (yes 8 & 17 phone calls) later and still no TV... Absolute joke of a service provider 

[Vasvas]

@virginmedia now we have CS1011 8 engineers later and still no TV... Absolute joke of a service provider #fail #CustomerService #CISAS

[newapollo]

Hi @Vasvas 

Have you had a box swap? Or upgraded from a V6 to a 360 box?

CS1011 is an account retrieval error.

The box need  to be connected to both the white coaxial cable and also an internet connection.

It's likely that the CS1011 account retreival error is because the 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

If that fails it will either need VM to escalate to 2nd level support to update the systems, and if that fails then a tech visit ( I see you said 8 engineeers later) with a replacement box should rectify the error.

[Vasvas]

Mini box and 360 box have never worked properly since install. The last engineer got 1 working then the other switched off then vice-versa 

[roy247]

To me that sounds like your account hasn't been set up correctly for multiroom, I would follow newapollo's advice and call Virgin again and select the I am thinking of leaving option and speak to retensions who should be able to help.

[newapollo]

Hi again @Vasvas 

Is the mini box connected to the white coaxial cable? It needs that and an internet connection.

If the main box is working, and not the mini, then try swapping them around. This might force the mini box to be recognised. It won't break the main box, you can swap them back round again afterwards.

[japitts]

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@Vasvas wrote:

Mini box and 360 box have never worked properly since install. The last engineer got 1 working then the other switched off then vice-versa 

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So was your install a self-service QuickStart, or a manned engineer one?

If a manned engineer one, did they leave you with all the boxes working? And if it was self-service QuickStart, where does the engineer come into this?

[Vasvas]

Done.no difference 

[Travis_M]

Hi @Vasvas

Thanks for your reply

I'm going to drop you a private message now to investigate further, please keep an eye on your inbox.

Regards