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I have setup the box myself, triad running through the process 5 times and kept getting c119 error when it verifies.
I called Virgin, the chap told me he'd fixed it, but he didn't see the point of hanging on the phone. It's not not fixed. He also said call back if there is an issue. It's now telling support line is closed.
I'm getting this issue as well. I did the SMS activation, and I've tried wireless and wired ethernet, I've power cycled. It's definitely got a connection as I can see the packets going back and forth over the network with no issues. So this is definitely an issue at Virgins end.
While I've only got my box recently, this thread shows this has been an issue for 2 years now and they haven't come up with a system to either avoid it or automatically detect/fix it? And their system to detect faults finds absolutely nothing wrong?! I appreciate it can't detect/diagnose every single possible situation, however it's not hard to have a flag indicating whether the box has ever made it to the home screen, if not then there's very likely a setup issue going on.
It took 3-4 calls and 1 was my fault but the others were on the virgin end. Not the best be most of the support people were friendly and helpful, unlike last night where the guy was obviously trying to get me off the phone.
I have the same issue on my second box in my sons room. Was installed on Saturday now it's Thursday. Every time I call the line gets cut off. What am I supposed to do? Over 100 pounds a month and this is what you get.