on 18-05-2022 12:18
We have a 360 & also a mini box.
Whist the 360 experienced a hard drive error, the mini was working fine.
We have now received a replacement box which I have tried to install. I got as far as connecting the remote control & then tried to connect to wifi via WPS.
I then encountered Account retrieval error CS1011 & cannot move beyond this stage.
I have tried rebooting the main box several times. I have also tried to unplug the mini box & then reboot the main box ?
However this has had no impact.
Please can anyone advise how I can move forward with installing the replacement 360 box ?
on 18-05-2022 12:45
You could try connecting with an ethernet cable and if you get the same error it will require a call to Virgin as it will involve something needing adjusting on your account, possibly mismatched serial number.
on 20-05-2022 14:42
Hi borischelski,
Thank you for reaching out to us here on the Community.
I am very sorry to hear you have been experiencing issues with the installation of your new set top box.
I have have taken a look in to this from our side and can see you have a visit scheduled with us. Please do let us know how this goes and if you require any further assistance.
Thank you