What does my TV error code mean?
If an error code has appeared on your TV screen, it means there is fault with one or more of your Virgin services, such as Broadband or your account. But don't worry, just enter the code into the box below and we'll get you some help.
Enter your TV error code
Stream box
If you have a Stream box, please read this PDF guide:
Stream box error codes
If you can't remember the error code you saw, or need help understanding it, scroll through the list below.
This means the box is not activated
If you’ve installed your box in the past 30 minutes, please wait another 30 minutes. If after 30 minutes you still have no service, please run our diagnostics check tool so we can do a remote fix. You will need your postcode and the last name of the account holder to run the checks.
There’s a signal problem on this channel or a problem with your wireless connection
To fix this, first check your cables are properly connected between your TV, the WiFi Hub and the Virgin TV box.
After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.
There’s a problem connecting to your Virgin Media Service
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.
There’s a problem with the Virgin Media WiFi network
Please run our diagnostics check tool so we can run a remote fix. You will need your postcode and the last name of the account holder to run the checks.
There’s a problem with your wireless settings
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.
This app is unavailable, or the app store is inaccessible
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.
There’s a problem updating your software or with the internet connection, causing you to lose service.
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please turn both the Hub and TV box off and on again.
There’s a temporary issue displaying TV channels
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please reboot the TV box by turning the power off and on again at the wall socket.
There’s a temporary issue displaying TV channels
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please turn both the Hub and TV box off and on again.
There’s a connection problem / weak connection
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please turn both the Hub and TV box off and on again.
Recording playout failed
There’s a problem with your built-in hard disk
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box. After checking your cables, please turn both the Hub and TV box off and on again.
If this does not fix the issue, please contact us
We’re unable to retrieve your settings
We’ve detected a problem with the box hard disk
TV service diagnostics to start the automated fixes
S101, S102
Unable to prepare or acquire channel information.
CS6600
Your voice service is currently unavailable.
CS8400
Search is currently unavailable.
W03
Pay per view channel is currently unavailable.
Playback not possible
Step 1 - Check your connections
Check the white cable from the wall socket to the splitter is tightly connected
Step 2 - Check your connections
Make sure all the white cable from the splitter to the back of the TV box is tightly connected.
Step 3 - Check your connections
If the TV box is connected to the Hub make sure the white cable going into the Hub is also tightly connected.
Step 4 - Reboot the Hub
Turn the power off at the wall socket and turn back on. This will reboot the TV box and can take between 5 and 10 minutes to fully reboot. If this doesn't work - Please get in touch with us We will be able to run some further checks to get your TV service back up and running again.
Channel set up
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box.
After checking your cables, please turn both the Hub and TV box off and on again.
If this does not fix the issue, please contact us
Your channel or show is unavailable
Reboot the TV box
Is the box connected to an ultra HD 4K TV
Does your Ultra HD 4K TV support HDCP 2.2?
If it doesn't, change the video settings on the TV box, if it does, check you are connected to the correct HDMI port.
This channel requires a subscription.
You can check our Virgin TV guide here.
On demand and catch up is temporarily unavailable
- Make sure the white cable and TV box are tightly connected
- Make sure the TV box and Hub are firmly connected
- Reboot by turning the power off and on at the wall socket
Connection failed
To fix this, first check your cables are properly connected between your TV, the Hub and the TV box.
After checking your cables, please turn both the Hub and TV box off and on again.
If this does not fix the issue, please contact us.
You need to make a payment on your account. Make a payment online.