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Re: CS6002 error code on TV 360

Oppenheimer
Tuning in

Have the same issue.

Promised a replacement box over a month ago when I finally got through... I'm fine with a new box and installing it, I'll even send the old one back, but alas nothing. So have now spent all this time with a half functioning piece of kit, no access to any of my recordings, which will all be lost when I have to replace it for the second time in less than a year!

Not happy.

1 ACCEPTED SOLUTION

Accepted Solutions

Ayisha_B
Forum Team
Forum Team

Hi @Oppenheimer 👋

Welcome to our Community Forums and thanks for your post. 

I am sorry you are getting this error. 

If there's an issue with the hard drive, I can get an engineer visit booked and the box will be replaced for you. 

I'll pop you a PM 📩 now to assist further. 

Hope to hear from you soon. 

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


See where this Helpful Answer was posted

4 REPLIES 4

roy247
Community elder

Who promised the replacement box was it the call centre or online chat, the forum team would probably organise an engineer.

You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to ask where your replacement box is, they should have notes of a conversation of sending one out, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

Phoning should be the quickest.

 

Ayisha_B
Forum Team
Forum Team

Hi @Oppenheimer 👋

Welcome to our Community Forums and thanks for your post. 

I am sorry you are getting this error. 

If there's an issue with the hard drive, I can get an engineer visit booked and the box will be replaced for you. 

I'll pop you a PM 📩 now to assist further. 

Hope to hear from you soon. 

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Oppenheimer
Tuning in

It has been replaced recently to the newer spec box and I am quite capable of installing a replacement without an engineer callout, many thanks.

Ayisha_B
Forum Team
Forum Team

Thanks for confirming the requested details via PM @Oppenheimer 

I've booked a technician for you to come out and have a look into the issue. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

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 also do this online or via the MyVM app by 4pm the day before the appointment.

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 visit goes!


 

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs