Renewed contract TV service gone

[Tonio50]

I renewed my contract today and the TV service stopped working...
Internet still works!

Cheers

Tony

[roy247]

If you renewed on the phone then someone might have pressed the wrong button if the TV feed stopped working straight away. 

First thing to try, if you haven't already, is to reboot the box by turning the power off and on again with the switch on the back of the box.

If that doesn't work then you will need to call Virgin again or wait for one of the forum team to respond which might be 2 to 3 days.

[japitts]

Are you saying that live TV has stopped working? How about the box's menu system?

[David_Bn · Accepted solution]

Thanks for reaching out to us @Tonio50, and a very warm welcome to our Community Forums!

Sorry to hear of the abrupt change in TV services on your package.

Before we look into this further via a private message, has the service since returned with the help provided from your fellow Forum posters?

Thanks

David_Bn

[Tonio50]

Thanks David

It's 5 days without TV service

7 calls to support

My main box tried to reset and now it's stuck on CS1028 error

The other box works but no TV channels....says I'm not subscribed

Wifi works fine

The tech help said they need to reset the account and it will come back in 24/48 hours. They did that on Thursday morning and again on Friday....still nothing

Thanks for any help 

All the best

Tony

[Tonio50]

This is the contract I got at 7.14 on Wednesday the 27th. It lists the TV service but it stopped working after this email!

[Tonio50]

Then I got this one on the 29th...maybe the reset one but sadly still not working 

[newapollo]

Hi Tony,

The screenshots mention Loaded TV, which is the Irish version of our UK based Stream (Flex TV) It may be that VM do need to add the box back onto the system and then resend the configuration/activation code, although there are other things to try. 

The first is to make sure that the set top box is connected to the internet, either wired or wirelessly, preferably wired. The Stream power lead also has an ethernet adapter port (see picture below) which may help download a software update which the online instruction for /tv-error-codes/cs1028/start suggests that your TV set top box was unable to set ip. (Click on that error link and follow the instructions). 

It might also be worth resetting the box by going to Settings > System > Reset