• Check you are in a Freeview* coverage area and that you have the right equipment
• Check that you have inserted the viewing card correctly and you are tuned to channel FIVE
• Check (if you have one) that your CAM and card are inserted correctly
• Check that you have performed a rescan and store to ensure that you have all of the available channels. Click here to see how to do this.
• It normally takes around 30 minutes for your card to be switched on, however, it can sometimes take a little longer so allow about 60 minutes with your Set Top Box or Digital TV tuned to channel FIVE before contacting us

Check that your CAM and Top Up TV viewing card are correctly installed
Switch off your Digital TV or STB at the mains
Check that your CAM is installed correctly by :

Removing the CAM and card Hold the CAM with the Top Up TV label facing upwards Hold the viewing card in with the gold chip facing upwards and arrow to the left Insert the viewing card into the CAM in the direction of the arrow Insert the CAM back into the equipment by placing it firmly but carefully into the slot (you should feel it click)

If you still can’t view Top Up TV then you need to check that your Digital TV or STB is recognising the CAM. To do this, use your IDTV or STB remote control and follow the instructions in your manufacturer’s instruction manual on ‘how to access the CI Module Information Menu’.

If you have tried to access the CI Module Information Menu but can’t see the CAM Menu then your CAM is not installed correctly and you should repeat the advice above.

If you are able to access the CAM Menu then you should now check that the viewing card details can be displayed by again using your Digital TV or STB remote control by following these instructions: -

• Once in the CAM menu, please choose the option that states Top Up TV
• Choose the option for Smartcard Data
• Confirm the On Screen Subscription End Date

If the date displayed is at least the current month or the next month then you should now be able to view Top Up TV services.

If you can’t see a date displayed or all zeros are visible in the date field, then please call Top Up TV customer services on
08 712 712 712 for further assistance.

When you signed up you will have paid your connection fee and monthly subscription to the service. Like many subscription services, we at Top Up TV operate on an advanced billing system. This just means that within a few days of activating, we will ask you for your second month’s payment, and thereafter will continue to take payment in advance in this way. But don’t worry, if you choose not to continue with the service (which we hope you won’t), you will be refunded any money owing to you. We do ask for at least 28 days notice period though if you do decide to cancel.

If your set top box isn’t responding to your remote control you may need to press the ‘STB’ button at the top of your remote. Remember to check the batteries in your remote! Your PIN number is also called your ‘Parental Code’. You use it to restrict access to certain channels so the channel can’t be viewed without entering the correct code. To find out how to set it refer to the manufacturer's instruction manual.

To change your 'Parental Code' refer to your manufacturer's instruction manual. If you forget your PIN email us at [email protected] together with your viewing card number and contact details to request a reset. It will be reset to 0000.

‘No Signal’ or ‘Bad Signal’
This may be a temporary loss of viewing caused by a poor signal or interference.If you have an inside aerial try adjusting its position. If you have an external aerial you may need to consider a booster

‘No right to this Mediaguard channel’ or ‘This channel is not included in your subscription’
We send out a monthly message to your viewing card to keep it enabled, and it may mean that your card has not received it. Just call us on 08 712712712 and we’ll sort it out for you. Try to tune to channel FIVE or Top Up TV channels 25 or 32 during the month to ensure you get your monthly update!You can also try unplugging your STB from the power source and leaving it switched off for a minute or so. Remove the viewing card and gently wipe the gold contacts with a soft cloth (no cleaners required) to remove any static.YOU SHOULD DO THIS AT LEAST ONCE PER MONTH.

Don’t worry. If you move house you just need to let us know so we can update your address details. As long as you’re still living in a Freeview* coverage area you’ll be able to keep watching Top Up TV.

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