Problem with new 360 box - Account Retrieval Error CS1012
Virgin sent out a new 360 box to replace our very old TiVo one. I connected it all up and all was going fine. I wanted to connect it to the internet via Wifi because the two ethernet cables in that room are already used by other devices. It went through the process of connecting for up to 15 minutes, before eventually saying Account Retrieval Error CS1012. I've tried restarting and it just goes through the same cycle, 15 minutes trying to connect then the same error. I've also plugged in an ethernet cable, but given the behaviour doesn't change I suspect it's still trying to use Wifi. There's seemingly no other options to do anything on the box, it's just a full screen error with no menus or settings etc. When putting in the wifi password it is a long complex one, so it may have been entered incorrectly. I couldn't see the option to show it clear text so just submitted thinking it would error if it was wrong and let me try again. Hopefully it isn't trying to connect on the wrong password and that's causing the issue. I use the Virgin hub in modem mode and have my own router and wifi extenders setup, but there's no problem connecting to the internet (through Virgin) on other devices so I don't think this is the problem. There's an engineer coming out on Saturday but wondered if there's way to hard reset the box so I can start again and try on ethernet, or any other potential fixes to fix it before the engineer comes out. One thing I noticed was a few light scratches on the front, so I don't think this box is a new one. It started up in a factory reset mode so guessing that won't be a problem. Any help gratefully received!56Views0likes4Comments360 Upgrade
I had a message flash up on my phone yesterday about an upgrade to 360, which entailed a firmware update and a replacement remote control. Thought I'd look in more detail today but can I find it - nope. Went into my account and an upgrade tag was available but when I select it it just takes me to add a service to my package. Can't believe I can't find the original message but can anyone here steer me in the right direction? Thanks Nick74Views0likes4CommentsAll recordings wiped! Virgin Media Customer support, please contact me.
My 360 box was about 80% full of recordings. I went to watch one today, only to be presented with a screen saying "you have not recording anything yet", or words to that effect. I tried restarting the box, but that made no difference. I went to iplayer to watch my programme and was made to sign in. The iplayer sign in screen is different to usual and some other screens also look different, so I think there has probably been a firmware/software update which has messed up my box. This may be coincidence, but I have also signed a new contract just a few days ago. I have not changed from V6 to 360 or anything. I was on 360 on the old contract and am still on 360. Has a software update caused my recordings to be wiped, or is there a fault with my box? If so, can I order new boxes please? Can customer services help me via this forum and PM please? My account number is [MOD EDIT: Personal info].66Views0likes4Comments