Virgin Media Community

[borischelski]

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 ?

[roy247]

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.

[Natalie_L]

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