New Customer- Require Coax connection to 360 Box in other room?

[Mhyland]

Hi,

I am a new customer to Virgin, signed Monday Quickstart kit arrived Tuesday up and running that evening. Didn't even know I had a cable into house......

Problem I have is that the Hub 5 is in the study and the 360 Box is in the Lounge. Connected 360 Box via network and it all seems to work but cannot watch most the channels CS2004 error.  assumed that the network co0nnection would allow access. Always wrong to assume.   After some searching realised that the coax connection is how some of the channels are delivered.

I have a short splitter cable with RJ45 ethernet connectors and a blue Broadband coax and white TV coax which needs to be connected into the back of the 360 Box about ten metres away. and across a hallway.

So would love to hear form anyone on what my options are.

[nodrogd]

V360 boxes are broadcast receivers, with the live channels transmitted down the white coaxial cable in a similar format to those coming from a rooftop antenna or satellite dish. These therefore have nothing to do with your hub or home network.
Your only option is to get a Virgin technician to install a coaxial cable at the correct location. This can be done internally around the walls, or externally by creating a second entry point & splitting the cable in the drop box outside. Virgin use specialised cable & will have to make adjustments to the incoming signal to compensate for the extra cable length, so this is not a DIY job. If you contact Virgin immediately there should be no charge for the required alteration as you cannot put your kit where you want it.

[jbrennand]

As nodrogd advised...  Call the Pre-installation and delivery team on 0800 052 1734 and tell them you need to book a Tech install for the reason you state

[Kath_F]

Hi Mhyland, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you were originally unaware that the 360 would need to be connected via the coaxial cable. We can get an engineer arranged to come and install the box for you but will need to confirm some information with you in order to do this. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Kath_F]

Hi Mhyland, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment and sent you details of the appointment via direct message. 

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 by replying directly to the direct message and we can support you further. 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.

Let us know how the appointment goes. 😊

Take care.