PROBLEM CAUSE REMEDY
No reception/signal

1

2

3

4

Poor reception area

Intermittent weather problems

Bad/Loose connections

Aerial needs upgraded

1

2


3

4

To check you are in a Freeview* coverage area click here
Channels should return so long as the weather hasn't affected the position of your roof-top aerial
Check all connections to and from your Top Up TV equipment
Contact your local aerial engineer/installer
Card error 1

2
 Card not inserted correctly

Faulty viewing card		 1



2
 Ensure card is inserted correctly for make of box click here to check.
 IMPORTANT: Make sure box is unplugged before inserting card
 If you have been receiving this message for at least 3 days then we can test it for you. Call 08 712 712 712 and select Option 2
Blank screen 1

2

3
 Fault with box

Card/error not inserted correctly

No signal 		1


2



3		 Put box on standby. Unplug it. Remove card. Reinsert card. Plug box back in
Ensure card is in correct way for make of box click here to check
IMPORTANT: Make sure box is unplugged before inserting card
 See No reception/signal remedy above
No rights for this Mediaguard channel (Thomson DTI2300) 1

2

3

4		 Card requires a signal

Service disconnected

Fault with box

Wrong box type selected at time of purchase 		1

2
3


4		 To check if your Top Up TV viewing card requies a signal click here
Call 08 712 712 712*
Put box on standby. Unplug it. Remove viewing card and reinsert. Plug set top box into the socket
Call 08 712 712 712*
Conditional Access Module (CAM) problems (all iDTV's, Netgem i-Player, Nokia 221T) 1

2

3
 CAM not inserted in TV/Box correctly

Card not inserted in CAM correctly

Fault with equipment		 1

2



3
 Insert CAM when equipment is unplugged. Insert gently
Gold chip on viewing card faces towards the gnome on the CAM, arrows on the viewing card point towards CAM
Put TV on standby and then unplug. Remove CAM with viewing card inside. Remove viewing card from CAM and reinsert. Insert CAM in the TV and plug back in. Ensure the card is being readby following the instuctions in your user manual
 
* The Top Up TV call centre is closed on the following days: 24th-26th December and 31st December-2nd January
 
Depending on the Make and Model of your set top box, the gold chip on your Top Up TV viewing card needs to face up or down. The table below shows which direction your Top Up TV viewing card should be inserted.
 
Equipment Gold Chip UP Gold Chip DOWN
Thomson DTI2300   Yes 
DigiFusion FRT101T   Yes 
Goodmans GDB7CA   Yes 
Pace DTVA   Yes 
Ferguson DTT2500   Yes 
Humax MG-TU1   Yes 
Astratec TOPD2   Yes 
Matsui TUTV1   Yes 
Nokia ITV Digital   Yes 
Pioneer ITV Digital Yes   
Philips ITV Digital Yes   
Echostar T105 Yes   
Sagem ITD68/72 Yes   
Pace ITV Digital Can be up or down depending on the box.  
 

To check if your Top Up TV viewing card requires a signal follow the simple steps indicated below:
 
Thomson DTI2300 & Goodmans GDB7CA
1 Press the Menu button on your remote control
2 Scroll to "Smartcard", Press OK on your remote control
3 Choose option for Slot A Mediaguard/Card and press OK
4 Scroll to Operators Menu and press OK
5 Ignore SECA and check the date next to Top Up TV
   
  The date indicated should be at least one month in advance.
  If not, tune your set top box to digital channel 5 and leave for 40 minutes. If after 40 minutes you can't view any Top Up TV channels call 08 712 712 712.
DigiFusion FRT101T, Ferguson FRT101T, Matsui TUTV1 & Astratec
1 Press the Setup button on your remote control
2 Scroll to "Software Revision ", Press OK on your remote control
3 Scroll to CA versions and press OK
4 Check the date under Top Up TV
   
  The date indicated should be at least one month in advance.
  If not, tune your set top box to digital channel 5 and leave for 40 minutes. If after 40 minutes you can't view any Top Up TV channels call 08 712 712 712.
Nokia ITV Digital, Pioneer ITV Digital, Philips ITV Digital & Pace ITV Digital
1 Press the Menu button on your remote control
2 Scroll to "ONdigital updates ", Press OK on your remote control
3 Choose Smartcard Information and press OK
4 Smartcard information will be displayed on screen
   
  The date indicated should be at least one month in advance.
  If not, tune your set top box to digital channel 5 and leave for 40 minutes. If after 40 minutes you can't view any Top Up TV channels call 08 712 712 712.
Echostar T105
1 Press the Menu button on your remote control
2 Scroll to "Smartcard", Press SELECT on your remote control
3 Scroll to Operators and press SELECT
4 Ignore SECA and check the date next to Top Up TV
   
  The date indicated should be at least one month in advance.
  If not, tune your set top box to digital channel 5 and leave for 40 minutes. If after 40 minutes you can't view any Top Up TV channels call 08 712 712 712.
Pace DTVA
1 Press the Menu button on your remote control
2 Scroll to "Configuration", press the right arrow to access
3 Select the Smartcard option
4 All Smartcard data will now be displayed
   
  The date indicated should be at least one month in advance.
  If not, tune your set top box to digital channel 5 and leave for 40 minutes. If after 40 minutes you can't view any Top Up TV channels call 08 712 712 712.
Humax MG-TU1
1 Press the Setup button on your remote control
2 Highlight Software Revision and press OK
3 Highlight CA Versions and press OK.
4 Smartcard date appears under Top Up TV
   
  The date indicated should be at least one month in advance.
  If not, tune your set top box to digital channel 5 and leave for 40 minutes. If after 40 minutes you can't view any Top Up TV channels call 08 712 712 712.
SAGEM ITD68/72
1 Press the Menu button on your remote control
2 Scroll to "Technical Information ", Press OK on your remote control
3 Select Media Guard and press OK
4 Scroll to Smartcard Information and press OK
5 Ignore SECA and check the date next to Top Up TV
   
  The date indicated should be at least one month in advance.
  If not, tune your set top box to digital channel 5 and leave for 40 minutes. If after 40 minutes you can't view any Top Up TV channels call 08 712 712 712.
 
Terms and Conditions | Privacy Policy