@DazAA wrote:
Just upgraded to Wi-Fi-4, received the 360 tv box. During set-up and after paring the remote to the box. The error code CS1011 was shown. “Unable to retrieve your account details” phoned virgin was told to turn off and back on. Done that still the same error code.
I currently have my autistic 2 year old bouncing on my head because he can’t watch sensory videos on YouTube. Please help
Hi @DazAA
When you say, 'Just upgraded to Wi-Fi-4', do you mean you've received a new hub 4?
If you have a new hub 4 is your internet working?.
Both the hub 4 and the 360 need to be connected to the white coaxial cable, and the 360 also needs an internet connection (either wifi or ethernet cable).
CS1011 is an account retreival error that's possibly an error on VM's side and they havn't set up the 360 box on their systems, or it may be because the box hasn't been activated. It won't fully set up unless it's connected to the internet and has the white coaxial cable plugged in
Double check all the connections and reboot both the hub and the 360. If you still have the same error then try calling 0800 953 9500 to activate the 360 box - you will need the box serial number, and your account and area number. If they can't so it they will need to pass you to 2nd level support for them to try. If they can't manage it then they will arrange a tech visit.
DaveI don't work for Virgin Media.I'm a Very Insightful Person, I'm here to share knowledge.
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