Support

Error codes on the Horizon/Virgin TV Box

Is your TV service on the blink? If you’re seeing an error code on screen, don’t worry, we’ve got this! We’ve listed the most common error codes with some quick steps to get you back up and running.

 

Select your code from the list below.

Select an Error code from the dropdown:

Error Code: 1001

Usually this happens when a new box is installed. First of all, we need to make sure everything is connected correctly.

 

  1. Make sure that one end of the coax cable is connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Check both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. Give it a minute or two and try the channel again.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 1010

Usually this happens when a new box is installed. First of all, we need to make sure everything is connected correctly.

 

  1. Make sure that one end of the coax cable is connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Check both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. It could take up to 30 minutes for the box to synchronise. Now try the channel again.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 1020

Usually this happens when a new box is installed. First of all, we need to make sure everything is connected correctly.

 

 

  1. Make sure that one end of the coax cable is connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Check both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. It could take up to 30 minutes for the box to synchronise. Now retry the channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 1030

Usually this happens when a new box is installed. First of all, we need to make sure everything is connected correctly.

 

  1. One end of the coax cable should be connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Make sure both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. Give it 15 minutes for the box to synchronise. Now retry the channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 1090

Usually this happens when a new box is installed. First of all, we need to make sure everything is connected correctly.

 

  1. Make sure that one end of the coax cable is connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Check both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. Give it 15 minutes for the box to synchronise. Now retry the channel.

 

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 2010

If you’re seeing this code on screen, it’s usually pretty simple to resolve it.

 

  1. First, change the channel (by scrolling up or down)
  2. Now go back to that first channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 2020

This sometimes happens if your box has lost its connection.

 

  1. Make sure that one end of the coax cable is connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Check both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. Allow 30 minutes for the box to synchronise. Now retry the channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 2040

This error usually appears when the Horizon/Virgin TV box has lost its signal.
 

  1. Check that your cable from Horizon/Virgin TV box to the TV is secured at both ends. This can be either a HDMI cable or a scart lead.
  2. If you happen to have a spare HDMI or scart lead, try with that instead.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 3090

We’ll need to talk you through this one. Contact Us and we’ll help you get it sorted.

 
 

Error Code: 6010

This error often corrects itself but if you want to watch something now, follow these steps:

 

  1. Make sure that one end of the coax cable is connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Check both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. Give it a minute or two and then retry the channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 6070

This usually appears when the Horizon/Virgin TV box has lost its signal.

 

  1. Make sure that one end of the coax cable is connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Check both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. Allow 30 minutes for the box to synchronise. Now retry the channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 6080

This usually appears when the Horizon/Virgin TV box has lost its signal.

 

  1. Make sure that one end of the coax cable is connected to the right side of the Virgin Media connection box on the wall, and the other end to the Coax In socket on your Horizon/Virgin TV box. Check both ends are secure, and the cable is not twisted.
  2. Check the power adapter is connected to both your power socket on the wall and the slot at the back of the Horizon/Virgin TV box, just below the power button.
  3. Cables secure? Turn off the power (either at the back of the box or wall socket). Wait about 30 seconds and switch it back on.
  4. Allow 30 minutes for the box to synchronise. Now retry the channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 8015

Trying to watch something On Demand? This error often corrects itself but if you want to watch something now, follow these steps:

 

  1. Select the Retry button on the screen and this should bring it back on for you.
  2. If not, then turn off the power to the Horizon/Virgin TV box. Wait about 30 seconds before switching back on.
  3. Give it a minute or two for the box to synchronise. Now retry the channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.

 
 

Error Code: 8040

See our Service Status Checker, as this On Demand error could be caused by an outage. If you have time to wait, you should still be able to watch live TV while the error is being resolved.

 
 

Error Code: 8075

This message appears if you’re trying to watch content you’re not subscribed to. You can upgrade your package, or Contact Us if you’d like to talk through your options. 

 
 

Error Code: 8230

This message appears if there’s a problem with the content you are trying to watch. If you have the time to wait, you should still be able to come back to On Demand later and it should have resolved itself.


If you’re keen to watch something now:


Select another On Demand item to see if this plays, then navigate back to that first channel.

 

  1. If not, then turn off the power to the Horizon/Virgin TV box. Wait about 30 seconds and then switch the power back on.
  2. Give it a minute or two for the box to synchronise and then retry the channel.

Still hasn’t fixed the issue? Contact Us and we’ll help you get it sorted.