on 19-07-2022 22:38
Anyone experienced issues with account activation?. Tomorrow will be the 7th engineer visit. Today it was finally concluded the fault lies with the IT tech team who are now tasked with activating my account. My original set up date was 27th June…and like I said I’m on my 7th engineer visit. It’s been one hell of a ride including now damage to a cable my husband depends on for uninterrupted internet connection which will now need repairing at our cost. Oh, and I’ve also been advised to pay for mesh boosters to bounce my wi Fi signal to my out building too, again another cost. All in all I’ve taken 6 days off work to accommodate virgin and have had no response to any of my complaints. I’m starting to think I should’ve just stayed with sky…
19-07-2022 22:46 - edited 19-07-2022 22:47
@Mkm123 wrote:It’s been one hell of a ride including now damage to a cable my husband depends on for uninterrupted internet connection which will now need repairing at our cost. Oh, and I’ve also been advised to pay for mesh boosters to bounce my wi Fi signal to my out building too, again another cost.
Hi @Mkm123
If VM have damaged a cable then they should be responsible for either it's repair or replacement cable.
In your other thread you say that with the package you are on that you can have up to 3 free wifi pods. If that's the case then you probably won't need a mesh system. It's just a matter of finding the sweet spot where you place them.
19-07-2022 23:08 - edited 19-07-2022 23:08
I don't think any Virgin contract includes WiFi coverage to outbuildings. If you want extras like that it's quite reasonable for you to pay for them.
As for the cut cable, who damaged it? You'll only have to pay for repair if it was your own fault.
on 20-07-2022 06:09
I mentioned it twice when I took the contract out. Gave measurements to outbuilding too. Sky boosters managed to get a signal down there easily so figured VM could too.
as for the cat 5 cable, the only people who were working in that area were the engineers, so logic would suggest that it was the 5th engineer who broke it since internet was working perfectly ok up till that point. I’m just glad it can be repaired, although VM engineers are prohibited from doing so according to engineer number 6. At least he was kind enough to offer a contact who maybe able to help out. 🤷🏻♀️🤦🏻♀️
on 20-07-2022 06:13
Fingers crossed it works. Hoping today the IT tech folk can figure out what a cs1012 & cs1011 error codes are so my account can be activated. Oh, and heads up to all on here…you cannot have a tv service & streaming service on the same contract. We were offered it by engineer number 2 as a replacement for the mini box. I’m wandering if activating this service and subsequently deactivating tv service, is why there’s a glitch 🤔
on 20-07-2022 12:21
Hi again @Mkm123
@Mkm123 wrote:you cannot have a tv service & streaming service on the same contract. We were offered it by engineer number 2 as a replacement for the mini box. I’m wandering if activating this service and subsequently deactivating tv service, is why there’s a glitch 🤔
virgin-tv-error-codes/cs1011-contactus is an account retreival error, usually because the box hasn't been fully set up on VM's systems yet, or possibly because the box hasn't been activated
I hope the back office team can work their magic with your 360 box. It does sound as though the above has caused the problem as the original box should have been deactivated and removed from the system first, plus the Stream box cannot be run in conjunction with any other Stream box or TV service.
I've known it take around 72 hours to remedy, and sometimes it means another tech visit to replace the box again.
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on 20-07-2022 13:04
Thank you for responding. Tv service restarted this morning. However, I’ve now got a new error message cs2318. When speaking to the faults team who have noted the issue I received a call from virgin media on my mobile asking if I had any unresolved issues😂. Honestly, they’re like buses. You wait ages for one and then 2 come along at the same time 🤦🏻♀️. Have my 7th engineer coming today. Would’ve cancelled it but I’m glad I didn’t…always good to get tech team to deal with the issue too because apparently their customer support team run separately from the customer support team we inevitably speak to when dialling 150. I’ve learnt so much😂😂
on 20-07-2022 13:42
Hi again @Mkm123
CS2318 is a playback error when using On Demand. This is often fixed by a reboot of the 360 which isn't ideal.
Does this affect any particular program/channel or is it all programs? Have you tried any of the apps and if so any issues there?
It might be due to an internet issue. Is your 360 box connected by wifi or ethernet cable? If it's wifi, is it on the 5GHZ or 2.4GHz frequency? I had problems with my 360 dropping the signal when I was using the 5GHz frequency so I changed it to 2.4GHz which is stronger but not as fast and the problems stopped You don't need the speed for catch up/on demand.