TOP UP TV. A FEW MORE CHANNELS. A LOT MORE TV.

Please check the questions on this page to answer your query or speak to your local retailer for more help. We also have detailed advice about these following common issues:









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What do I need before I can receive Top Up TV?
You must have a digital Terrestrial set top box compatible with the Top Up TV service, click here to find out more. Your box must have a viewing card slot. You need to be in an area where you can receive Freeview through your set top box. You can see if your area is eligible to receive Top Up TV by using the postcode checker on www.freeview.co.uk. If you want to see more detail about the exact line-up of channels you can receive from your local TV transmitters then visit DTG at www.DTG.org.uk/retailer/coverage.html. You must be able to receive Five on Freeview.

What type of set top box do I need to receive Top Up TV?
Your compatible ex-ITV Digital or ONdigital set top box will need a software download to update it - you do not need to do anything regarding this until your new viewing card arrives and then this happens automatically - full details are included with your viewing card.

	Ex-ITV/ONdigital boxes
		Nokia	Philips
		Pioneer	Pace

It is anticipated that all of these models of ex-ITV Digital or ONdigital set top boxes will work - Pace, Nokia, Philips and Pioneer. There will be a software download required but this will be done AUTOMATICALLY after you receive your viewing card. You DO NOT NEED to do anything regarding the software download until your viewing card arrives. The instructions will be included in your viewing card pack. Click here for a full list of compatible equipment.

Will I still get all my Freeview Channels?
Yes, after you have stored your new Top Up TV channels, you will see them in your channel line up with all the Freeview channels you currently receive. Click here to find out how to do it.

Can I get Top Up TV abroad?
No, Top Up TV is only available in the UK.

Will I need a new aerial?
To receive Freeview services you may require an aerial upgrade, however if your aerial can receive the Freeview service and you can see channel Five clearly on Freeview you do not need to do anything further to your aerial to receive Top Up TV.

How do I tune in to receive Top Up TV channels?
You will have to perform a 'Store Channels' action to tune into the Top Up TV service. Click here to find out how to do it.

Why is my box not able to receive Top Up TV?
Top Up TV have targeted a certain number of box types to initiate the service. Currently it is estimated that Top Up TV works with over 95% of ex-ITV and ONdigital set top boxes. As time goes on Top Up TV will expand the number of boxes they target, so although you may not be able to receive the service now, please come back and check the website for new boxes being added. If you would like to register your interest in the service please click here.

Freeview
Freeview is a Free Digital TV service of up to 30 free channels.


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Can I get Subtitles?
Broadcasters are responsible for providing subtitles to programmes on their channels, so for more information about availability on particular programmes please contact the channel concerned. Please contact your manufacturer if you have difficulty getting your equipment to receive subtitles or channels.

What if I move house?
Please let us know if you move house so that we can update your address details. If you take your set top box with you and you can receive Freeview and Five at your new house, then you can receive Top Up TV. It's worth checking the postcode for your new house is compatible with Freeview. You can see if your area is eligible to receive Top Up TV by using the postcode checker on www.freeview.co.uk. If you want to see more detail about the exact line-up of channels you can receive from your local TV transmitters then visit DTG at www.DTG.org.uk/retailer/coverage.html.

Will the channels on Top Up TV change?
There are no plans to change the current channel line up. In the future you may be able to add another channel to the viewing card provided from Top Up TV, however this will be from a different service provider and you will be required to register your subscription with them.

Will Top Up TV channels broadcast in widescreen format?
Each broadcaster will have certain programmes in widescreen and as this is becoming a more common format you can expect the number of widescreen broadcasts to increase.

Can I see Top Up TV on all the TV's in my house?
Yes, if you have a set top box and Top Up TV viewing card for each analogue TV in your house. You will need to purchase a separate subscription for each card. However you can move your card, if both set top boxes are compatible, so that you can take your card from the living room to the bedroom to continue watching Top Up TV.

Can I record Top Up TV channels?
Yes you can although you will not be able to watch another digital channel at the same time as you are recording.

Are there any interactive services with Top Up TV?
No

Are there any Pay Per View Events on Top Up TV?
No, Top Up TV is a subscription service only.


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What does Top Up TV cost?
A £20 fee is payable on connection to Top Up TV and then on any subsequent re-connection to the service. If you buy a Starter Pack or Top Up TV To Go box from an electrical retailer, your pack will include your connection fee and your first month's viewing. Though not obliged to do so, you will be asked to make your second month's payment within a few days of activating your viewing card. If you subscribe directly to Top Up TV via the web or the Top Up TV Call Centre, you will be asked to pay for your connection fee and your first 2 month's viewing. You will not be obliged to pay for your second month's viewing at this stage, although by doing so, it will help ensure uninterrupted viewing to Top Up TV.

How long does my subscription last?
Subscriptions are billed on a monthly basis and will continue indefinitely unless you miss a payment or cancel your subscription.

Do I have to subscribe for a certain period?
No, there is no minimum commitment with Top Up TV, you may cancel at any time. You will not be refunded for any remaining period of your subscription if you cancel part way through a month you've paid for.

Will I have to pay a reconnection fee if I choose to come back to Top Up TV?
Yes, the reconnection fee is usually £20 if you reconnect by telephone or by web.

What channels can I subscribe to?
There is only one subscription package on Top Up TV in which you get all of the following channels for £7.99 a month:

		UKTV Gold	Turner Classic Movies (TCM)
		E4	Boomerang
		Cartoon Network	Bloomberg
		UKTV Style	Discovery Channel
		Discovery Home & Leisure	UKTV Food

How do I cancel my subscription?
To cancel your subscription please call 08 712 712 712 with your viewing card number and address requesting your subscription to be cancelled. If you choose to cancel part way through a subscription month you will not be refunded for any remaining portion so to get the full value you should cancel at the end of the subscription period you have paid for.

Do I have to return my viewing card if I cancel my subscription?
No, although the Viewing Card will remain our property (or the property of our licensors), please hold on to your card unless we ask you to return it. You may want to reconnect at some time in the future, and further channels may become available to your viewing card, so don't send it back.

How do I reconnect to Top Up TV?
You can reconnect by web or by calling 08 712 712 712. Please have your viewing card number and payment details ready.

What period does my subscription cover?
Subscriptions are billed in advance for the coming month. So from your viewing card activation date you will be billed for the month coming and from then on the same or closest working day to that each month.


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Is there a parental lock facility with Top Up TV?
Parental lock features are part of your set top box specification please click here to see how to set the parental lock.

Why do I get 'blocking' on my digital channels?
In most cases this will either be caused by a reception problem, such as too low a signal, or some kind of interference. In either case an aerial installer should be able to advise on how your reception might be improved. An aerial testing service may be offered by your retailer. If not, we suggest you contact a local aerial fitter who is a member of the Confederation of Aerial Industries or ask your retailer for help finding one.

Does my box have to be connected to a telephone line?
No, as there is no Pay Per View facility on Top Up TV there is no need to connect your box to a phone line.

What is my PIN and how do I use it?
Your PIN number is known as your parental code, you can use it to restrict access on certain channels so that the channel cannot be viewed unless the parental code is entered. Click here to find out how to set your parental code.

How do I change my Parental Code?
Click here to see how to change your Parental Code. If you forget your Parental Code email [email protected] with your viewing card number and contact details requesting that your Parental Code be reset. We will reset it to 0000 so you can choose a new one.

Integrated Digital Television (IDTV)
IDTV – is an Integrated Digital Television that has the set top box already built in and that means the TV can receive the Freeview channels. Most of the IDTV’s do not have a viewing card slot but have a “Common Interface” slot for the special Top Up TV “CAM”. The Top Up TV Viewing Card then fits into the “Conditional Access Module” (“CAM”). There a few TV’s that have been made with a viewing card slot built in and so please check your instruction manual to see whether your TV has this feature or not.

Conditional Access Module or CAM
The Top Up TV Conditional Access Module is a small module (The size of 2 credit cards) that fits into a dedicated slot in the back of all IDTV’s. IDTV owners can insert their Top Up TV viewing card into the CAM – and then view the Top Up TV channels. CAM’s are expected to be available from retailers from May 2004. Check this website for updates on availability.

Common Interface Slot
All IDTV’s have a “Common Interface” slot at the back of the TV that is designed to have the Top Up TV “CAM” inserted into it. The Top Up TV viewing card then slots into the “CAM”.


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What if I need further information?
If you have further queries about digital equipment and services please contact your local electrical retailer. If you have any questions regarding the Freeview Service please visit the Freeview Website www.freeview.co.uk.

What if my viewIng card gets damaged?
If your viewing card is damaged when you receive it, and you have never been able to view with that card, please send it back to: Top Up TV, PO Box 801, Kirkcaldy, Fife, KY2 6WW and we will replace it free of charge. Please include a covering letter with your contact details and state in the letter that the card arrived damaged. If your viewing card becomes damaged once you have begun viewing you can order a replacement card by calling our Customer Service Number 08 712 712 712. A replacement card fee will be charged to your account at a cost of £10.

Terms and conditions
Download a copy of our terms and conditions click here


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Will I receive a monthly statement from Top Up TV?
No, as after your initial payment your subscription payment will always be for the same amount we will not send you a statement.

I have sent money for outstanding payments but I still can't view, why?
It may be that we have not yet received it or had the opportunity to process your payment to your account, however if you have been waiting for more than 7 days please email [email protected] or call us on 08 712 712 712.

How can I pay for Top Up TV?
You can pay either by Credit Card, Visa or Mastercard, or by Direct Debit. When subscribing you will be asked to select which payment method you would prefer to use. Once we have validated your details we will collect your initial connection fee and advance subscription fee. We will use the same details each month to collect your monthly subscription straight from the bank.

My viewing has been blocked, why?
We will terminate your viewing if we have not been able to collect a subscription payment. We will send a letter warning you that this will happen and you will be advised of the period in which you can contact us to settle the outstanding amount. If you have not contacted us in the period stated in the letter we will terminate your viewing. If all your payments are up to date and you have not requested cancellation of your subscription but you are still unable to view, please call us on 08 712 712 712 and we will investigate for you.