Problem connecting 360 box by wifi

[DougW12]

I have just installed my new 360 box and am getting a connection to my hub by wifi. I have connected the HDMI cable. However, I am getting and error message 'Channel failed' CS2004. 

The help instructions tell me to check the cables, but the cables cannot be connected as the hub and 360 box is in another room.

Does anyone have a solution for this?

[Ernie_C]

This message refers to the co-ax cable from the wall point to the TV 360.

Have you checked it is secure?

https://www.virginmedia.com/help/virgin-tv-error-codes/cs2004

[DougW12]

The problem is that the 360 box is in a different room, so co-ax cable cannot be used. I can only use Wi-Fi, and there does not seem to be a fix for this.

[Ernie_C]

There is a fix. You need to get the required co-ax wall point installed to connect the TV 360 to.

[newapollo]

Hi @DougW12 

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.

[DougW12]

Problem solved.

All the documentation and help files from Virgin seem to assume that there is already a wall connection near the TV. As I have never had a Virgin box before I didn't have this. An engineer can today to fix my phone extensions and while he was here also fitted a wall socket to the outside cable. Now everything is working. When I placed the order for the 360 box nobody mentioned that I it would need an engineer to fix a wall connection.

On first testing the HD quality from the Virgin 360 box is not as good as from my normal TV, strange, I thought a direct cable connection would be better.
Perhaps the 360 box is still connecting by WIFI but I can't see any documentation how to turn off WIFI to the 360 box. I did a factory reset but the wifi option didn't appear.

[Akua_A]

Hi @DougW12,

Welcome back to our community forums and sorry to hear you had an issue with the cabling for the TV box. We are however glad to hear that our team was able to resolve this by technician appointment. In regards to the HD issue, have you been experiencing this on multiple channels? Is it pixelation you are experiencing? Are you able to further expand on this? 

Thanks,

[DougW12]

Hi

The picture quality issue is not on the HD channels but the standard channels, ITV2, Food Network etc. The quality of the picture from the 360 box is significantly less quality than from Freeview (but not pixelated). I am using wifi not ethernet, as the 360 box is in a different room as the TV.

[newapollo]

Hi @DougW12 

Using wifi or ethernet won't affect the picture quality for live TV. The picture is fed through the white coaxial. Make sure that is connected tightly and free from any kinks,

It's possible that you have both the 360 and your TV upscaling trhe pictures which would be more noticeable on SD channels.

Try switching the 360 resolution to 1080p via Settings > Audio & Video > HDMI resolution. You can always switch it back to Automatic or 4K if watching UHD content via the 360.

[Alex_RM]

Morning DougW12,

Thanks for posting, and sorry to hear you've had some trouble connecting the 360 box to the WiFi.

I can see newapollo has offered some great tips, have you been able to give these a go?

Alex_Rm