Virgin TV 360 box error code CS2004

[Kempy68]

Hi, 

moved to a new home last Friday and set up tv broadband and house phone. Notified VM of move and as new home was already set up with VM recd text to say plug into existing cables. Broadband and landline phone both ok but tv after set up comes up with error code CS2004 unable to show channel. Apps and iplayer work but not live individual channels. Done all the checks with cables etc and rebooted umpteen times but still get error code. Any suggestions ? 

Thanks 

[newapollo]

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@Kempy68 wrote:

Hi, 

moved to a new home last Friday and set up tv broadband and house phone. Notified VM of move and as new home was already set up with VM recd text to say plug into existing cables. Broadband and landline phone both ok but tv after set up comes up with error code CS2004 unable to show channel. Apps and iplayer work but not live individual channels. Done all the checks with cables etc and rebooted umpteen times but still get error code. Any suggestions ? 

Thanks 

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Hi @Kempy68 

I notice you said that you've checked all cables, but please can you confirm that the 360 box is connected to the white VM coaxial cabling.   If you don't have a coax point in your TV's location then you will need a manned install.

[Kempy68]

Hi Dave

The box is connected to a coaxial cable. There are in fact two cables one is black and the other white cabling. I have connected the box to the black cable as the white cable is only a short length and would not reach the tv. Should I therefore buy an extension coaxial cable for the white cable and connect that to the box ? 
Thanks 

[roy247]

Where does the other end of the black coax go to. 

Virgin usually use white coax cable internally, you should be able to trace the Virgin connection from the wall box to a splitter and one connection from the splitter goes to the hub and the other to the TV, if it won't reach to the TV then you should really ask for a manned installation as previously suggested because Virgin use their own cable and DIY modifications are not recommended.

[Kempy68]

Hi Roy247

Thanks for that. The cable that connects to the hub is also black cable and that works although Wi-Fi signal not great. Think I’ll arrange an engineer visit to sort things out ! 

regards 

[Martin_N]

Hi Kempy68,

Thank you for your post. I'm very sorry to hear about the issue with your Tv service. 

I'm more than happy to take a look into this for you. 

Do you still require assistance with this?

^Martin

[OverAndOut]

Exactly the same experience with me, Kempy68. Thankfully an engineer's visit has been scheduled. Not the ideal experience for a new Virgin TV customer!

[Carley_S]

Hi @OverAndOut 

Glad to hear that you have an engineer appointment sorted for you. I can only apologies for the inconvenience caused by this. 

Please let us know how you get on and if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

[Kempy68]

Hi Martin_N

Thanks for getting back to me. 
Sorry for late response.

Yes I think I need an engineers visit to sort out tv connection to 360 box. The white cable will need a small extension cable in order for it to reach the 360 box. 

Thanks 

kempy68

[Carley_S]

Okay, thanks for coming back to us @Kempy68 We'll get this arranged for you. 

Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.