Virgin Media Community

[Craigsfc2]

Hi.

so I’ve just had virgin installed with 2 tv boxes and the broadband. The main tv box is working but the other just says account retrieval error cs1011. I’ve tried calling multiple times to get nowhere. I’ve tried all there solutions provided online to no avail. 
Can anybody help would be much appreciated 

[japitts]

Which boxes do you have - definitely V6, or V360? Check here if you're not sure.

As per https://www.virginmedia.com/help/virgin-tv-error-codes/cs1011-contactus this can't be resolved online and you will need to call.

[Craigsfc2]

I was told they were v6s but they have the 360 remote. I’ll add a picture maybe this helps 

[Craigsfc2]

 

[japitts]

That's a 360, which fits with being installed recently.

When you say, "You were told they were V6", by whom and in what context?

You'll need to call VM to resolve this. Either....

1: If you should have V360, then get the error cleared.

2: If you should have V6, then get the correct equipment sent out.

My money's on scenario 1.

[Craigsfc2]

I was told this by the virgin media sales team. But I would assume they gave the wrong information. The engineer was brilliant and told me that it would take a little time to connect everything as there were problems with installations there end. So waited a day for tv and broadband now just one box to sort. I’ve made 8 phone calls over 2 days and best part of 150mins on the phone just getting the first box sorted.

I can only assume that the second box hasn’t been activated yet?