Start up 360

[Gothicangel755]

I set up the new broadband and then lid up the tv. We ended up having to go wireless as we can’t have broadband near the tv and broadband box is upstairs and now I can’t even watch programmes live error comes up 

[newapollo · Accepted solution]

Hi @Gothicangel755 

The live TV doesn't use the internet, it is supplied via the white VM coaxial cable.

Do you have a VM coaxial cable in the room where the TV is?

What is the exact error code you see? For example CS9993?

There is a page linking the 360 box errors and possible solutions <<< here >>> 

[Gothicangel755]

The white wire is not near the tv as the internet box is in another room as the other box with tv 

[japitts]

Not completely sure what you're asking. VM TV boxes need a co-ax connection for live TV and internet connection for OnDemand, various updates & streaming.

Is this a fresh install issue and you don't have the co-ax cabling where you want to use the equipment?

If so, you'll need a manned installation that can be arranged either by calling in or waiting here for a staff response.

[Jodi_S]

Hi Gothicangel755,

A warm welcome and thanks for posting on our community forums. We're sorry that you're having trouble viewing your TV services, with us.

As our valued members have asked this question already, can you just confirm if you have a co-axel cable connection for your virgin box? This is the white cable that comes in from the outside wall and connects to the back of your Virgin STB.

If you don't have this connection, you will not be able to view your TV services.

Are you able to upload any pictures of what cables you have installed already, this way we can determine what you need and get an engineer booked for you if necessary. 

Kind regards Jodi. 

[Gothicangel755]

Hi thanks for your help but I can’t have any engineer do any work to the property as my landlord has stated not allowed to do so. I live in a rented property at moment 

[newapollo]

Hi @Gothicangel755 

Did you receive permission from the landlord to do the cabling required for the broadband connection?

If so there shouldn't be an issue for the extra internal cabling for the TV point.

It might be worthwhile looking at the Stream box instead of the 360 box. The Stream boxes doesn't have the recording facility to it does carry the majority of the TV channels over the internet, along with the catch ups ervices, On Demand and apps.

https://www.virginmedia.com/tv/stream 

To take the Stream service though you would have to cancel your existing TV subscription.

[Gothicangel755]

We only had the Broadband box sent to us and we was allowed to have that we were just not allowed to do any of our own wiring or not have a satellite dish. I only recently gone onto 360 but I didn’t know until it was delivered that I had to have the little box with the internet box together and I can’t as the internet box has to be in another room so we couldn’t connect the white wire to box boxes 

[newapollo]

Hi again @Gothicangel755 

The Stream box doesn't require the white coaxial. Everything is over the internet and you should be able to connect it using wifi.

[Gothicangel755]

I can’t watch live tv. I gathered cus the white wire is not connected to the internet box and the little box