new contract-sent remote control- but when do I get the box?

[artyrambler]

I agreed a new package last Friday and an upgrade to 360 was included. I was told I'd need a new box and got an email to say delivery today. I've had a remote control delivered but no box.

Shouldn't they come together? If anyone can help please?

[newapollo]

Hi again @artyrambler 

My 360 box often threw up this CS9993 error and prevented me going into the 360 box Settings. It was usually solved by rebooting the 360 box.  

In those instances the actual 360 box hadn't recognised that it had an internet connection (although my internet was fine and all other devices were connected) and so wouldn't allow me to go into Settings . 

Oddly using the online error code list /check/tv-error-codes  the actual error message for /cs9993  suggests, 'some of our TV services are temporarily unavailable. We're working hard to fix the issue. Sorry for any inconvenience and please try again later. You should still be able to watch live TV.'

It might also be worthwhile checking (and making a note of the following phone number and internet page)

/check-services/  which is an online page that shows known wide spread faults and often offers to run a test on your equipment from there.

And this very handy one If nothing is showing using the above linked page. The automated Service Status number  0800 561 0061.  This often gives details of more local issues right down to postcode level.

[artyrambler]

It has updated overnight, but despite all suggestions on here and a paring successful message, the volume control and TV off won't work. If I try to pair audio manually I get and error message.

[Gareth_L]

Hello artyrambler.

Thanks for your post. 
Sorry to hear about the issue with your pairing the remote to your TV.

Just a thought and please excuse me if this might sound obvious, have you still got the old remote in view, If so would you be able to remove the batteries from it and then try and pair the new remote again.

Gareth_L
 

[artyrambler]

Hi Gareth,

I have done what you suggested and although I get the successful message, the volume control and TV off still don't work

[Daniel_Et]

Hi @artyrambler, thank you for your response.

Just to confirm, have you followed the pairing instructions exactly as described in this YouTube video here?

Regards,
Daniel

[artyrambler]

Yes. I've just tried the factory reset and pairing the remote to audio in settings as described. I get the message 'connection problem' and error code CS9993

[John_GS]

Hi @artyrambler 

Thanks for coming back to the thread, this error code wouldn't be to do with the remote

https://www.virginmedia.com/help/check/tv-error-codes/cs9993/start

Please see here - https://www.virginmedia.com/help/how-to/tv/issues/remote-issues for further remote help :).