Error codes

and troubleshooting
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1001 Connection The Hub can’t connect to Step 1. Check your Hub’s connections
error the internet.
Make sure the white cable from the
Please check the cables are wall socket to the Hub is tightly connected.
securely connected, then try
restarting the Hub. Step 2. Check your Stream box’s connections
For more info and help, visit See if your HDMI and power cables
virginmedia.com/tvcode are tightly connected to the Stream box.
Then check your WiFi or Ethernet connection –
make sure your Stream box is still connected to the internet.

Step 3. Still having issues? Try rebooting the Hub

Just turn it off, wait a bit and turn it back on again.
That should do the trick.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No

Please get in touch with us.

We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1002 Connection The Hub can’t connect Step 1. Check your connections
error to the internet.
Make sure your HDMI and power cables are tightly
Please check the cables
connected to the Stream box. Then check that your
are securely connected,
Ethernet cable’s connected to the Stream box and the Hub.
then try restarting the Hub.
For more info and help, visit
Step 2. Reboot the Hub
virginmedia.com/tvcode
Just turn it off, wait a bit and turn it back on again. That should do the trick.
Can you watch TV now?
Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No

Please get in touch with us.

We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1003 Download Unable to download

error software update.
For help, please call 150
from your Virgin Media
phone, or 0345 454 1111
from another network.

CS1004 Connection Please contact us for help

error fixing this issue. Call 150
from your Virgin Media
phone, or 0345 454 1111
from another network.

CS1006 Download NA
error
Please get in touch with us
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1010 Settings We couldn't pull up your

retrieval error settings. Please try again
by rebooting the Stream
box. If this issue continues,
call 150 from your
Virgin Media phone,
or 0345 454 1111 from
another network. For
more info and help, visit
virginmedia.com/tvcode

CS1011 Account error We’re unable to retrieve

your account details.
Please contact us.

CS1020 Unable to download the Please get in touch with us

software update. Please call We’ll run some extra checks to get Stream back up and running again for you.
150 from your Virgin Media
phone, or 0345 454 1111
from another network.

CS1021 If the problem persists, call

Download 150 from your Virgin Media
error phone, or 0345 454 1111
from another network
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1022 Download Unable to download the Step 1. Check your Hub’s connections
error software update. Please
Make sure the white cable from the wall socket to the Hub is tightly connected.
check your internet
connection. If the problem
Step 2. Check your Stream box’s connections
continues, call 150 from
your Virgin Media phone, See if your HDMI and power cables are tightly connected to the Stream box.
or 0345 454 1111 from Then check your WiFi or Ethernet connection
another network. – make sure your Stream box is still connected to the internet.

Step 3. Still having issues? Try rebooting the Hub

Just turn it off, wait a bit and turn it back on again. That should do the trick.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No

Please get in touch with us.

We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1023 Download Unable to download the You’ll need to reboot your Stream box – here’s how:
error software update. Please
1. Unplug the power cable from the Stream box
try again by rebooting the
Stream box. If this issue 2. Leave it unplugged for one minute
continues, call 150 from 3. Plug the power cable back in
your Virgin Media phone, 4. Turn your Stream box back on
or 0345 454 1111 from
another network. That should do the trick.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
Don’t forget you can also watch Stream on your mobile
or tablet at home or on the go wherever there’s a WiFi
or data connection in the UK – with our Virgin TV Go app.
No

Please get in touch with us.

We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1025 Hardware Unable to download the Please get in touch with us

error software update. Please
We’ll run some extra checks to get Stream back up and running again for you.
try again by rebooting the
Stream box. If this issue
continues, call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.

CS1026 Download Unable to download the You’ll need to reboot your Stream box – here’s how:
error software update. Please
1. Unplug the power cable from the Stream box
try again by rebooting the
Stream box. If this issue 2. Leave it unplugged for one minute
continues, call 150 from 3. Plug the power cable back in
your Virgin Media phone, 4. Turn your Stream box back on
or 0345 454 1111 from That should do the trick.
another network.
Can you watch TV now?
Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No

Please get in touch with us.

We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1027 Configuration
error

Unable to configure. If this

issue continues, call 150 Please get in touch with us
from your Virgin Media
phone, or 0345 454 1111 We’ll run some extra checks to get Stream back up and running again for you.
CS1028 Download
from another network.
error

CS1150 Hardware There might be a problem You’ll need to reboot your Stream box – here’s how:
error with the Stream box’s hard
1. Unplug the power cable from the Stream box
drive. Please try rebooting
your box. If the problems 2. Leave it unplugged for one minute
continues, please call 150 3. Plug the power cable back in
from your Virgin Media 4. Turn your Stream box back on
phone, or 0345 454 1111
from another network. That should do the trick.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS1151 Hardware Unauthorised hardware

error detected. For help,
please call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.

Please get in touch with us

We’ll run some extra checks to get Stream back up and running again for you.
CS1160 Provisioning Sorry, there’s a temporary
error issue with displaying your
TV channels. If this issue
continues, call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2000 We’re currently unable You’ll need to reboot your Stream box – here’s how:
to show this channel.
1. Unplug the power cable from the Stream box
Please check your cables,
reboot and then try again. 2. Leave it unplugged for one minute
For more info and help, visit 3. Plug the power cable back in
virginmedia.com/tvcode 4. Turn your Stream box back on
That should do the trick.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Channel
failed
CS2001 We’re sorry, but due to
a temporary hiccup at our
end, we can’t show your
channel at the moment.
If the problem continues,
please call 150 from your
Virgin Media phone, or
0345 454 1111 from
another network.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2002 We’re currently unable to You’ll need to reboot your Stream box – here’s how:
show this channel. Please
1. Unplug the power cable from the Stream box
check your cables, reboot
and then try again. If the 2. Leave it unplugged for one minute
problem continues, call 3. Plug the power cable back in
150 from your Virgin Media 4. Turn your Stream box back on
phone, or 0345 454 1111
from another network. That should do the trick.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Channel
failed
CS2005 Due to low bandwidth, Check your internet connection
you’re not able to
You can do a quick diagnostic on your Stream box
watch this channel.
by heading to Settings, then Network and picking Diagnostics.
Visit Diagnostics to help
find and sort the problem. If you’re using an Ethernet connection, make sure that
the cable is securely connected to the Stream box and the Hub.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2010 We’re sorry, but due to a

temporary hiccup at our
end, we can’t show your
channel at the moment.
If the problem continues,
please call 150 from your
Virgin Media phone,
or 0345 454 1111 from
another network.

CS2012 Sorry, but there’s an

issue with this channel at
the moment. Please try
Channel again later. If the problem
failed continues, please call 150
from your Virgin Media
phone, or 0345 454 1111 Please get in touch with us
from another network. We’ll run some extra checks to get Stream back up and running again for you.

CS2014
Sorry, but due to an issue
with this channel, you can’t
wait it at the moment.
If the problem continues,
please call 150 from your
CS2017 Virgin Media phone,
or 0345 454 1111 from
another network.

CS2050 Data retrieval error Sorry, we’re currently unable

to fetch this information for
you. Please try again later.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2100 Player failed Sorry, but due to a playback

error we’re returning
you to live TV. Please try
again later. If the problem Please get in touch with us
continues, call 150 from We’ll run some extra checks to get Stream back up and running again for you.
your Virgin Media phone,
or 0345 454 1111 from
another network.

CS2105 Low bandwidth Due to low bandwidth, Make sure you’re getting the best internet connection to the Stream box
we’re having trouble
The internet connection to your Stream box slow.
playing this content.
This might affect the quality of your TV.
Visit Diagnostics to help
find and sort the problem. Check your WiFi connection and make sure your
Stream box is still connected to your home WiFi network.
You can do a quick diagnostic on your Stream box
by heading to Settings, then Network and picking Diagnostics.
If you’re using an Ethernet connection, make sure that
the cable is securely connected to the Stream box and the Hub.
If you’re using a wired WiFi booster, please make sure:
• The booster’s plugged directly into the wall
• The booster isn’t too far from the Hub
• Other devices aren’t plugged in near the booster

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2107 Action This isn’t possible at

not possible the moment. Please try
again later. If the problem
continues, call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.

CS2111

CS2112 Sorry, but due to a playback

error we’re returning you
to live TV. If the problem
Playback
CS2114 continues, please call 150 Please get in touch with us
not possible
from your Virgin Media
We’ll run some extra checks to get Stream back up and running again for you.
phone, or 0345 454 1111
CS2117 from another network.

CS2118

CS2130 Function This function isn't working

not possible due to an issue with your
Stream box storage. If the
problem continues, call
150 from your Virgin Media
phone, or 0345 454 1111
from another network.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9031 WPS Press and hold the Please try to connect to WiFi again
connection failed Power button on the
Either press the WPS button on your Hub
Stream box for 10 seconds
or manually enter your password to reconnect to WiFi.
or choose a different
type of connection. If these don’t work, please use the Ethernet cable
provided to connect the Stream box directly to the Hub.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.

CS9040 Weak Your current connection Get the best connection with an Ethernet cable
connection is too weak. You could
The internet connection to your Stream box is slow.
try connecting through
To get the best connection possible, we recommend
Ethernet instead. All you
using an Ethernet cable to connect the Stream box to the Hub.
have to do is plug one end
of the Ethernet cable into
your Stream box and the
other end into your Hub.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9041 Weak The Stream box is Check you’re getting the best internet connection to the Stream box
connection connected to WiFi,
The internet connection to your Stream box is slow.
but the signal is weak.
This might affect the quality of your TV.
This might affect the quality
of your experience. Check your WiFi connection and make sure your
For more info and help, visit Stream box is still connected to your home WiFi network.
virginmedia.com/tvcode
You can do a quick diagnostic on your Stream box
by heading to Settings, then Network and picking Diagnostics.
If you’re using an Ethernet connection, make sure that
the cable is securely connected to the Stream box and the Hub.
If you’re using a wired WiFi booster, please make sure:
• The booster’s plugged directly into the wall
• The booster isn’t too far from the Hub
• Other devices aren’t plugged in near the booster

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9042 Weak The Stream box is Check you’re getting the best internet connection to the Stream box
connection connected by Ethernet,
The internet connection to your Stream box is slow.
but the connection is slow.
This might affect the quality of your TV.
This might affect the
quality of your experience. Check your WiFi connection and make sure
If you're using a Wired your Stream box is still connected to your home WiFi network.
Booster, please check: You can do a quick diagnostic on your Stream box
1. T he Booster is plugged by heading to Settings, then Network and picking Diagnostics.
directly into the wall. If you’re using an Ethernet connection, make sure that the
2. The Booster isn't placed cable is securely connected to the Stream box and the Hub.
too far from the Hub.
If you’re using a wired WiFi booster, please make sure:
3. Other devices aren't
plugged in near the • The booster’s plugged directly into the wall
Booster. • The booster isn’t too far from the Hub
For more info and help, visit • Other devices aren’t plugged in near the booster
virginmedia.com/tvcode
Can you watch TV now?
Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2004 Channel 360 - Due to low bandwidth, Step 1. Check your connections
failed we're returning you to live
Make sure your HDMI and power cables
TV. Visit Diagnostics to help
are tightly connected to the Stream box.
find and solve the problem
Then check your WiFi connection and make sure
Stream - Visit Diagnostics
your Stream box is still connected to your home WiFi network.
to help find and solve
the problem. You can do a quick diagnostic on your Stream box
by heading to Settings, then Network and picking Diagnostics.
If you’re using an Ethernet connection, make sure that
the cable is securely connected to the Stream box and the Hub.

Step 2. Reboot the Hub

Just turn it off, wait a bit and turn it back on again.

Step 3. Try connecting via Ethernet if you haven’t already

To get the best connection possible, we recommend using
an Ethernet cable to connect the Stream box directly to the Hub.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2305 Playback Due to low bandwidth, Step 1. Check your connections

not possible we're having trouble
Make sure your HDMI and power cables
playing this title.
are tightly connected to the Stream box.
For more info and help, visit
virginmedia.com/tvcode Then check your WiFi connection and make sure
your Stream box is still connected to your home WiFi network.
You can do a quick diagnostic on your Stream box
by heading to Settings, then Network and picking Diagnostics.
If you’re using an Ethernet connection, make sure that
the cable is securely connected to the Stream box and the Hub.

Step 2. Reboot the Hub

Just turn it off, wait a bit and turn it back on again.

Step 3. Try connecting via Ethernet if you haven’t already

To get the best connection possible, we recommend using
an Ethernet cable to connect the Stream box directly to the Hub.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
Don’t forget you can also watch Stream on your mobile
or tablet at home or on the go wherever there’s a WiFi
or data connection in the UK – with our Virgin TV Go app.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2307 Action This isn't possible at

not possible the moment. Please try
again later. If the problem
continues, call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.

CS2311

There's currently a problem

playing this title. Please
CS2312 try again later, or try
another title. If the problem Please get in touch with us
continues, call 150 from
We’ll run some extra checks to get Stream back up and running again for you.
your Virgin Media phone,
or 0345 454 1111 from
another network.
Playback
CS2314
not possible

CS2317 Sorry, this service is

temporarily unavailable.
Please try again later. If
the problem continues, call
150 from your Virgin Media
phone, or 0345 454 1111
from another network.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2318 There’s currently a problem

playing this title. Please
try again later, or try
another title. If the problem
continues, call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.

CS2500 There's currently a problem

playing this programme.
Playback
Please try again. If this issue
not possible
continues, call 150 from
your Virgin Media phone, or
0345 454 1111 from another
network. For more info, go
to virginmedia.com/help Please get in touch with us
We’ll run some extra checks to get Stream back up and running again for you.

CS2505 Due to low bandwidth

we're having trouble
playing this programme.
Visit Diagnostics to help
find and sort the problem.

CS2507 Action This isn't possible at the

not possible moment. Please try again
later. If this issue continues,
call 150 from your
Virgin Media phone, or
0345 454 1111 from another
network. For more info, go
to virginmedia.com/help
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2511 There's currently a problem

playing this programme.
Please try again. If this issue
CS2512 continues, call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.

CS2514 There’s currently a problem

playing this programme.
Please try again. If this issue
continues, call 150 from
your Virgin Media phone, or
0345 454 1111 from another
network. For more info, go
to virginmedia.com/help
Playback Please get in touch with us
not possible We’ll run some extra checks to get Stream back up and running again for you.
CS2517 Sorry, this service is
temporarily unavailable.
Please try again later.
If this issue continues, call
150 from your Virgin Media
phone, or 0345 454 1111
from another network.

CS2518 There's currently a problem

playing this programme.
Please try again. If this issue
continues, call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS2400 App isn’t Sorry, the app isn't

accessible launching at the moment.
Please try again later.
If this issue continues, call
150 from your Virgin Media
phone, or 0345 454 1111
from another network.

CS2401 App store Sorry, the app store isn't

unavailable available at the moment.
If this issue continues, call
150 from your Virgin Media
phone, or 0345 454 1111
from another network.

CS3200 Content Sorry, this content is Please get in touch with us

unavailable unavailable. Please try We’ll run some extra checks to get Stream back up and running again for you.
again later. If this issue
continues, call 150 from
your Virgin Media phone, or
0345 454 1111 from another
network. For more info, go
to virginmedia.com/help

CS3300 Service Sorry, this service is

unavailable temporarily unavailable.
Please try again later.
If this issue continues, call
150 from your Virgin Media
phone, or 0345 454 1111
from another network.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS3400 Sorry, this content is

unavailable. Please try
again later. If this issue
continues, call 150 from
your Virgin Media phone,
or 0345 454 1111 from
another network.

Content
unavailable
CS4100 Sorry, there seems to
be a temporary problem.
Any movies or series you
rented aren’t available right
now. If this issue continues,
call 150 from your Please get in touch with us
Virgin Media phone, or We’ll run some extra checks to get Stream back up and running again for you.
0345 454 1111 from another
network. For more info, go
to virginmedia.com/help

CS4101 Ordered events Sorry, there seems to

not available be a temporary problem.
We can't display any events
you ordered right now.
If this issue continues, call
150 from your Virgin Media
phone, or 0345 454 1111
from another network.
For more info, go to
virginmedia.com/help
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS4200 Sorry, your transaction Please get in touch with us

can’t be completed due to
We’ll run some extra checks to get Stream back up and running again for you
a hiccup at our end. Please
try again later. If this issue
continues, call 150 from
your Virgin Media phone, or
0345 454 1111 from another
network. For more info, go
to virginmedia.com/help

CS4205 Due to low bandwidth, Make sure you’re getting the best internet connection to the Stream box
you won’t be able to watch
The internet connection to your Stream box is slow.
this in Ultra HD quality.
Visit Diagnostics to help Check your WiFi connection and make sure your
find and sort the problem, Stream box is still connected to your home WiFi network.
or if possible, choose a
You can do a quick diagnostic on your Stream box
Purchase lower quality.
by heading to Settings, then Network and picking Diagnostics.
failed
If you’re using an Ethernet connection, make sure that
the cable is securely connected to the Stream box and the Hub.
If you’re using a wired WiFi booster, please make sure:
• The booster’s plugged directly into the wall
• The booster isn’t too far from the Hub
• Other devices aren’t plugged in near the booster
If these don’t help, please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9006 Connection This is stopping your Stream Make sure you’re getting the best internet connection to the Stream box
problem box features from working.
The internet connection to your Stream box is slow.
Please check the Ethernet
This might affect the quality of your TV.
cable to your box is properly
connected at both ends, Please check that your Ethernet cable
and isn't damaged. Select is securely connected to the Stream box and the Hub.
‘Network setup’ for help or
to switch to WiFi connection Can you watch TV now?
instead. You can still Yes
watch live TV by selecting
'Continue to TV'. Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9005 Connection The WiFi connection Make sure you’re getting the best internet connection to the Stream box
problem between the Stream box
The internet connection to your Stream box is slow.
and WiFi network has failed.
This is stopping your box Check your WiFi connection and make sure your
features from working. We Stream box is still connected to your home WiFi network.
recommend connecting your
You can do a quick diagnostic on your Stream box
box to your Hub by Ethernet
by heading to Settings, then Network and picking Diagnostics.
instead. Or you can try to
repair your WiFi connection. If you’re using a wired WiFi booster, please make sure:
Select ‘Network setup’ • The booster’s plugged directly into the wall
for step-by-step help. You
can still watch live TV by • The booster isn’t too far from the Hub
selecting ‘Continue to TV’. • Other devices aren’t plugged in near the booster

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9031 Connection Press the power button Please put the Stream box into pairing mode
failed on the Stream box for
Press OK on the Stream remote to put the Stream box into pairing mode
10 second to put the TV box
for another 2 minutes, or pick a different connection type.
in pairing mode and choose
a different connection type.
Can you watch TV now?
Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
Don’t forget you can also watch Stream on your mobile
or tablet at home or on the go wherever there’s a WiFi
or data connection in the UK – with our Virgin TV Go app.
No
Please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.

CS9993 Connection Sorry, some services are Sorry about this

problem temporarily unavailable.
Some services are temporarily unavailable.
We’re working hard
We’re aware of the issue and are working hard to fix it.
to fix the issue.
Please try again later. Until it’s sorted, you can use the Virgin TV Go app to continue streaming
on your mobile or tablet at home or on the go, wherever there’s WiFi.
Please try again later.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9994 Connection Your Hub isn’t connected to Step 1. Check your connections
problem the internet, which means
Make sure your HDMI and power cables
many of your Stream box
are tightly connected to the Stream box.
features won’t be working
properly. Please check the Then check your WiFi connection and make sure your
cables from your Hub are Stream box is still connected to your home WiFi network.
securely connected. If this
You can do a quick diagnostic on your Stream box
doesn’t fix the problem,
by heading to Settings, then Network and picking Diagnostics.
try restarting your Hub.
For more info and help, visit If you’re using an Ethernet connection, make sure that
virginmedia.com/tvcode the cable is securely connected to the Stream box and the Hub.

Step 2. Reboot the Hub

Just turn it off, wait a bit and turn it back on again.

Step 3. Try connecting via Ethernet if you haven’t already

To get the best connection possible, we recommend using
an Ethernet cable to connect the Stream box directly to the Hub.
Can you watch TV now?
Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
Don’t forget you can also watch Stream on your mobile
or tablet at home or on the go wherever there’s a WiFi
or data connection in the UK – with our Virgin TV Go app.
No
Please head to
virginmedia.com/help/diagnostics/i-can-t-watch-my-tv for more help.

If you still can’t solve the issue, please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9995 Connection The Stream box isn't Check your internet connection
problem connected to your
Make sure your Stream box is still connected to your home WiFi network.
WiFi network. To reconnect
through WiFi, go to You can do a quick diagnostic on your Stream box by heading to Settings,
Network setup. You can then Network and picking Diagnostics.
also try connecting
by Ethernet cable.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS9996 Connection You don't have an Ethernet Step 1. Check your connections
problem connection between the
Make sure your HDMI and power cables are
Stream box and your Hub.
tightly connected to the Stream box.
Check the cables are
securely connected, or try to Then check your WiFi connection and make sure
reconnect in Network setup. your Stream box is still connected to your home WiFi network.
For more info and help, visit
You can do a quick diagnostic on your Stream box
virginmedia.com/tvcode
by heading to Settings, then Network and picking Diagnostics.
If you’re using an Ethernet connection, make sure that
the cable is securely connected to the Stream box and the Hub.

Step 2. Reboot the Hub

Just turn it off, wait a bit and turn it back on again.

Step 3. Try connecting via Ethernet if you haven’t already

To get the best connection possible, we recommend using
an Ethernet cable to connect the Stream box directly to the Hub.

Can you watch TV now?

Yes
Sweet! Now that’s sorted, grab yourself a cuppa and enjoy Stream.
Don’t forget you can also watch Stream on your mobile
or tablet at home or on the go wherever there’s a WiFi
or data connection in the UK – with our Virgin TV Go app.
No
Please head to
virginmedia.com/help/diagnostics/i-can-t-watch-my-tv for more help.

If you still can’t solve the issue, please get in touch with us.
We’ll run some extra checks to get Stream back up and running again for you.
Error What’s What you’ll see How to
code wrong on your TV screen troubleshoot

CS3500 Server unreachable Sorry, this service is Please get in touch with us
temporarily unavailable.
We’ll run some extra checks to get Stream back up and running again for you.
Please try again later.
If this issue continues, call
150 from your Virgin Media
phone, or 0345 454 1111
from another network.