CS6002 error

[te95]

“Can’t find Hard Drive”… have reset box and router both several times to no avail. Can’t be doing with spending hours on hold over the phone. Can I get the problematic box replaced or is there any easy fix pls?

[newapollo]

Hi @te95 

Sorry to see you have the CS6002 error.

You could try a factory reset, however I don't think it will help in this case, and that you'll need to contact VM Faults (150 from a VM landline or mobile) for a replacement main box. If you do call VM it's best around 8am when lines first open and are least busy.

A member of the forum team may pick this up for you in  a day or two if you'd rather wait than phone up..

Try the factory reset as you've nothing to lose.

To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset. It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options

Keep Recordings
Format Disk

Normally I would advise selecting Choose Keep Recordings which means you won't lose your recordings or any links you've set up (but will have to sign into apps such as iPlayer, Prime, Netflix and ITV Hub again), however since you have the "can't find hard drive" message I would try the "Format Disk" option.

[Ashleigh_C]

Hi there @te95 

Thank you so much for your post and welcome back to the forums, its great to have you here. 

I am so sorry that you have faced this issue with your service and thank you to newapollo for their help so far. 

I have taken a look and I do think it would be best for us to arrange for an engineer to come take a look.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Ashleigh_C]

Hello again @te95 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your set top box issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
 

[te95]

Thanks for your advice, appreciated 

[te95]

Thank you! 

[Jodi_S]

You're most welcome te95,

Please keep us posted with how your visit goes.

If you need any further assistance, please pop back here.

Kind regards Jodi.