CS3300 error when trying to view on demand and other similar content

[Specialk]

Hi,

Since we've had Virgin installed (last May), we've continually had error messages when trying to access on demand and other similar content.

I've called several times and the usual diagnostics carried out, turn everything off and on again, reset etc which eventually ended up being told our WiFi doesn't reach to the living room (off the hall where our router is) or upstairs (directly above where the router is). We only have a 3 bed semi detached house, not huge and never had the issues we do in our old house that was bigger 😞

We've been sent out 2 of the Virgin WiFi extenders but this hasn't made any difference to this error and other errors we keep receiving saying the box is not connected but when you go and look it is and other devices are working on the WiFi.

I think we've got a dodgy box but how do I log that as when I want to contact Virgin Media it points me to the community pages - hence this post 🙂

[japitts]

OnDemand does use the internet via your homehub, so if you have poor wireless signal in the location your TV360 is being used, this will be the cause.

Irrespective of what your home's construction is, do other wireless devices work in the same location as your TV360? You've mentioned others working, but the way I've read it, I'm not clear about the location of those.

[Specialk]

Hi,

thanks for the reply. Yes other devices in the same room / area work fine, have no issue, it’s always the box 😞

We can access our mini box upstairs ok but when it says connecting to main box sometimes it fails 😞

[japitts]

Thanks for the clarity. You could also try swapping the boxes around to be able to say "in multiple (otherwise good locations) the wireless is poor".

I use a V6 rather than TV360, but from memory the network diagnostic screen is under Settings > Network > Diagnostic (this may vary depending on SW version) - what does this report for your wireless signal?

Otherwise VM staff should respond in these threads, if you don't mind waiting a couple of days.

[Specialk]

Thanks, when going to diagnostics it says everything is working fine on both boxes - even when getting these errors - LOL

its never been right since we moved in but as mentioned before was just told to add the extenders (which were free) as that would sort it 😞

cheers again 

[newapollo]

Hi @Specialk 

CS3300 means the service is temporarily unavailable, and to contact VM.

When it happens on the mini box this error may be due to your main 360 box not being online.

The main 360 box needs to be turned on, and set to either Fast Start or Active start mode  so the mini can access any recordings from it.

Go to Settings > System > Standby power consumption. You have 3 choices.
Fast start  - the 360 starts quickly but is less energy efficient
Active start - more energy efficient than fast start but the box takes a little longer to start up
Eco start - the most energy efficient and probably the one you're using. It uses minimal power but takes a while to start.
The first two options are best if you have a mini box and want to watch a recording on it

It's also possible that the internet connection between the two boxes isn't strong enough. I've noticed with my 360 boxes that I kept losing connection when on the 5GHz band, so I switched the 360 boxes to the 2,4GHz band instead and seldom have connection issues now.

When this CS3300 error happens have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

[Specialk]

Hi @newapollo

our main box is on active start but don’t have that much of an issue between the mini and the main box.

it is nearly always when trying to access stuff on the main box, diagnostics say it’s connected, service status says nothing wrong but error comes up and has also said box isn’t connected to internet but when you go to diagnostics it says it is connected and either no issue when running a check or it comes back saying something like, something maybe wrong but can’t diagnose’

When I called VM before they asked me to test on different frequency but no change - think I’ll need to call them. Only downside is they will go through everything I’ve already done and probably reset everything again with the same outcome - no change 😞

[newapollo]

Hi again @Specialk 

I'm not sure if the following is a fault with the hub connection or the 360 box but even though the internet is working fine all other devices I sometimes get the error CS9993 "Connection problem....Sorry, some services are temporarily unavailable. We’re working hard to fix the issue, but live TV should still be working. Please try again later".  Usually when this happens there are two red lights on the front of the 360 which means it's lost the connection. It seems to happen more often on the 5GHz band.

This prevents me playing back On Demand and catchup, and also often prevents me going into and changing any settings, including reconnecting to the network

I find that either rebooting the 360 or pressing the WPS button on the hub allows me to use all the box functions again. 

I think the WPS button forces the 360 to reconnect.

The odd time when I can get into the Settings > Network > Change connection type >  I either re-enter the wifi password or  have to switch from 2.4GHz to 5GHz to get it working again.