Virgin 369 box splitter

[megsy]

Just trying to set the box up and it keeps saying Channel failed error code is CS2004 

I know we possibly need a splitter but where do I order one? 

[roy247]

If this is a new self install you should have received a splitter cable, you are probably better off calling Virgin and asking for a manned install and if it is a new install there shouldn't be a charge for this. Or you can wait for one of the forum team to pick this up which might be 2 to 3 day's.

[Kath_F]

Hi megsy, 

Thanks for your post and welcome to the Community, it's great having you on board with us in the Forums.

We're sorry to hear you're getting this error message. This error code is usually displayed when the box is struggling to receive a signal. When you get this error message, you should follow these steps, in order:

• Check the white cable from the wall socket to the splitter is tightly connected.
• Make sure all the white cable from the splitter to the back of the TV box are tightly connected.
• If the TV box is connected to the Hub make sure the white cable going into the Hub is also tightly connected.
• Now you need to reboot your hub. Turn the power off at the wall socket and turn back on. This will reboot the TV box and can take between 5 and 10 minutes to fully reboot.

Please give the steps above a try and if you're still having an issue, pop back and let us know so we can help further. 

Thanks, 

[megsy]

Hello,

Yes we did those step’s except we never received a splitter? I’ve been told it should’ve been in the box with everything else but it was not. 

[Martin_N]

Thank you for that information megsy. I'm very sorry you didn't get the splitter. I am more than happy to see what we can do to help with this. 

What I will do is private message you to confirm your details and look into this. 

^Martin