Channel failed

[Paulpal67]

Sky Sports 2, 3, 4, 8 and 10 are saying channel failed. Error code is Cs2004. All cables are tight and rebooted both 360 main and 360 mini. Still showing channel failed

[Paulpal67]

Also sky cinema 406, 407, 408 and 409. Same error code

[newapollo · Accepted solution]

Hi @Paulpal67 

https://www.virginmedia.com/help/virgin-tv-error-codes/cs2004/step4  also suggests rebooting your hub.

Are there any known issues?

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.

The Check Service Status is often only populated with details of wide spread outages.

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level.

Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.

[Paulpal67]

Hi newapollo

Been on that page and also rebooted my hub. No known issues in my area. Can't be my cables as other channels are working fine

[newapollo]

Hiagain @Paulpal67 

In that case you should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc. Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

[Paulpal67]

Technician coming tomorrow

[newapollo]

Hi again @Paulpal67 

Thanks for updating the thread,

Glad to see you've managed to get a tech appointment, and even better that it's so soon.

Fingers crossed it's all up and running properly again tomorrow.

[Paulpal67]

Just to add, I didn't even need to phone in. Ran a diagnostic check In my app and came up with an iissue.booked a technician through that and was delighted I got a slot for tomorrow 🙂

[Gareth_L]

Hello Paulpal67,

Thanks for the update regarding the Technician appointment.

Do you mind if we asked how the visit went?

Hope you managed to get the channels back?

Gareth_L

[Paulpal67]

Guy that came out couldn't fix it, he had to pass it on to the network team and was fixed this morning. He came to my door and said he had to order and replace parts in a box outside. All up and running now