My mum is a new customer with virgin. First time with virgin she is getting the error code cs1011. tells me to phone customer service have done several times. Went for self install as her house had everything there for virgin.
It's an account retrieval error. It can sometimes happen if your 360 box hasn't been set up correctly on the systems.
This can sometimes be fixed over the phone, but may also need a tech visit.
Your mother needs to call 150 from a VM landline or mobile and select Option 3 - New accounts and set up
The above can also happen if the equipment hasn't been set up correctly.
The 360 needs both an internet and co-axial connection to work, the activation won't complete without both being present, so before doing the above I would check all connections are snug and tight, especially the white co-axial cable
The following link shows how to set up the equipment