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TV Box Not Connecting to Apps

Joining in

I turned on my tv and couldn’t connect to the apps. Error message: CS2401 on screen. When viewing the guide, all the channels said ‘no information available’. I tried rebooting the box but nothing changed.

I contacted VM by phone for help and was told to reboot the box which I did - I followed all the instructions he gave me and now I cannot view anything on my tv. The box appears to be stuck in reboot mode (solid orange light). I was told over the phone I’d be sent a new box. I was told this would take 3-5 days so I will be unable to use my TV until the new box arrives. I was also told I’d get an email confirming a new box would be sent - this has not arrived. I’m disappointed that by following the instructions given to me over the phone has made the issue worse - I cannot watch anything on my tv now. Any ideas how long this new box will take? How do I confirm I’m actually being sent a new tv box? If I cannot watch my tv, will I be compensated? Thanks for any advice.


Forum Team
Forum Team

Hi @KatieJ86 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you've been having and the poor experience you've had 😔


I can see you've been in touch with the team since you posted. Do you still require clarification on anything?

Please pop back to us at your earliest convenience.


All sorted now. Thank you!

Hi Katie786 👋

Thanks for coming back to let us know it's all sorted! Glad to hear it. 

Please do get back in touch if there's anything else you need. 🌞