Virgin 360 unauthorised hardware cs1151

[siclayson]

Have been directed here from Social Media having got no help via the support phone number 0345 454 1111. I received a 360 box having changed from a broad band only contract on 17th December.. Plugged the box in and intially it froze on the Welcome screen with the hard drive making lots of clicking noises.. I first tried the on-line chat and they said this was normal and sent the activation signal.. after about 30 minutes I got the above error.. CS1151 Unauthorised Hardware detected.. I rang the support line and after reporting the fault, I was told someone would call me in up to 5 days to resolve it.. No call by 23rd of December so called again and after being asked to restart the box a few times I was told someone would call me within 24 hours.. no call again.. I rang today and they again said someone would call in 5 days.. I said i want to speak to someone today so it was "escalated' and someone would call me within 4 hours.. guess what... no phone call.  

[newapollo]

Hi @siclayson 

You've posted in the 360 forum, but are you sure you haven't got a Stream box?

On the 360 Error code /cs1151-contactus  is a hard disk detection problem.

On the Stream box the CS1151 error message is  "Hardware error"  - "Unauthorised hardware detected. For help, please call 150 from your Virgin Media phone, or 0345 454 1111 from another network.

If it is a Stream box then it looks like the box hasn't been added to your account.

If it's a 360 box then a factory reset may get the hard drive working (although I doubt it) and you would probably need a replacement box.

Pictures of the boxes below.

Stream box and remotemain 360_box_and_mini_box

[japitts]

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@siclayson wrote:

Plugged the box in and intially it froze on the Welcome screen with the hard drive making lots of clicking noises..

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This indicates a failed hard drive, the hardware error supports that.

You will likely be waiting a long time for that callback, quite why they didn't arrange the necessary tech visit is the only odd bit here.

You've tried with VM-fault reporting and the system is clearly failing, so I've flagged this forum post for an expedited response by the staff team. You should hopefully get a response on this thread tomorrow.

[siclayson]

That was my diagnosis with the noises coming from the box... but no one seemed to want to listen to me as the customer.  Look forward to hearing from someone tomorrow.

[siclayson]

Hi, yes it's definitely a 360 box, it's written on all the packaging and your photos confirm this is the case.

[Robert_P]

Hi siclayson,

Sorry to hear of the service issues regarding your 360 box, we appreciate you raising this via the forums and welcome to the community.

As japitts has advised, it appears to be a hard drive issues with the equipment, we're sorry a visit wasn't arranged during your call. I will send you a Private Message to get some details from you to get this resolved as quickly as possible.

Thanks

Rob

[Robert_P]

I have sent you a Private message siclayson 🙂 You can find this in the top right of the forum when signed in.

Rob

[Robert_P]

Thanks for the update siclayson and really glad to hear this has been resolved.

If you need us again in the future, please don't hesitate to get in touch.

Rob