Cannot record or pause - CS6002 Can't find hard drive

[Dibbdobs]

We have a fairly new box about 2 weeks since install & today we are seeing this constant error on screen Can't find hard drive CS6002, if this problem continues contact Virgin. We’ve rebooted it several times but it’s made no difference.

Can we get an engineer?

[roy247]

The quickest way to get an engineer is to call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault
or wait here for one of the forum team team to pick this up which might be 2 to 3 day's.

[japitts]

Is this a master or a mini-box?

If it's a mini, it doesn't have a HDD and slaves from the master which needs to be on ActiveStart or QuickStart to reliably record.

If it's definitely a master, then as per Roy - either call in or wait here, for VM staff to respond.

[Dibbdobs]

I appreciate the reply unfortunately it's not quick at all, now an hour in trying to sort this & my account out.

Phoning them sent me through an automated process that ended with a link to test the TV box, this resulted in an error! It did have other option on the page to find the fault but searching for error code CS6002 came up with error not found:) 

Spent half an hour waiting & chatting with an online chat , engineer coming tomorrow. I got there in the end I suppose.

[Dibbdobs]

Appreciate the reply japitts, bizarrly from other images in the forum our box looks like a mini but it def has a drive, underneath the label says its model is Humax 1008r-HDD-VM, it also says the Toshiba HDD part number & its 1TB. It also has been recording for the last week or so.
Weirdly when I googled some Virgin 360 boxes mini v master links pointing to the Virgin website says pages not found. I see one other person on here with he same problem and the same size mix, I presume this is an older/ alternative models of 360 that are 360 mini size. I'll find out tomorrow if the engineer replaces it with the wider lower profile model.
It did work great for the last week or so..

[roy247]

Hi Dibbdobs,

At least you are getting an engineer tomorrow and not having to wait for possibly 2-3 days,

If you only have one box then it must be a main box which is twice the height of a mini box due to the HDD being added, there are pictures of the 2 boxes on this Link 

[Dibbdobs]

OH yes absolutely, not being able to pause or record is show stopper, thankfully they are quick to send someone & the online agent was lovely, I would still have preferred to talk to someone in the UK on the phone it takes so much longer.
Ahh I see I got the impression from another thread the wider box was the Main box, are they seriously still adding mechanical drives. I do like Humax however we have an older freeview box of theirs that's amazing.
Not sure about the remarks about the new software I quite like it, just going to take some getting used too. Biggest problem is no listing of HD only channels, I'll have to set up them up as a favourite.
Thanks again for the help

[Adri_G]

Hi Dibdobs,

Glad to see we sent a technician for your TV box recording issue.
Any updates?
Please, kindly confirm whether this fault has now been fixed for you of you need more help from us?

Happy to help you

[Dibbdobs]

All sorted, very nice & professional engineer, replaced the box. Hard drive broken.

I did have an additional problem of not being able to register a Virgin account because I had an account previously several years ago, I spent an hour trying to sort it via online chat as you don’t seem to be able to talk to support anymore, they had to raise a special ticket when I mentioned this to the engineer as he asked me to confirm the email, he said “that’s ridiculous I can change it right here” but no there’s another problem with creating an account it won’t accept any password I put in the register form! Any suggestions?

[japitts]

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@Dibbdobs wrote:
I did have an additional problem of not being able to register a Virgin account because I had an account previously several years ago, [snip]Any suggestions?

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Best to create a new post inhttps://community.virginmedia.com/t5/Managing-Your-Account-Cable/bd-p/ManageAccountCable 

Many users on here tend to look in sections of the board that equate to their experience & expertise. Staff can sometimes specialise as well.