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Smart card troubleshooting
Having problems?
If you've got a message on your screen, match the message or reference number from your TV screen against the screens below to find out what to do next. It's probably something like your card is inserted the wrong way, but if you don't have any luck then contact us.
Code Screens:
Check you've got the right card (Code: 1005)
Check you're using the right slot (Code: 1015/3015)
Check your card is facing the right way (Code: 1004/3004)
Check your card is correctly inserted (Code: 1005/3005)
Check you've inserted the right card (Code: 3046)
Check your card matches your box (Code: 1009/3009)
Check you've got a valid card (Code: 1012/3012)
Check you have the right card (Code: 1005)
How to fix it
Simply grab the Smart Card that we've sent and follow the 4 simple steps to swap your card.
Check you're using the right slot (Code: 1015/3015)
How to fix it
Just follow the instructions in the on screen message: Pull out the smart card and push it into the lower slot on the front of your set top box – that's the ‘Viewing card' slot.
Check your card is facing the right way (Code: 1004/3004)
How to fix it
Simply re-insert your new TV Smart Card.
Check your card is correctly inserted (Code: 1005/3005)
How to fix it
Simply re-insert your new TV Smart Card.
Check you've inserted the right card (Code: 3046)
Simply re-insert your new TV Smart Card.
Check your card matches your box (Code: 1009/3009)
How to fix it
Check that the TV Smart Card you're using is for the correct set top box. You can do this by removing your old Smart Card, checking the serial number shown in the on screen message and matching it with the set top box number shown on your letter.
Check you have a valid card (Code: 1012 -1014/3012 - 3014)
How to fix it
Check that the TV Smart Card you're using is for the correct set top box. You can do this by removing your old smart card, checking the serial number shown in the on screen message and matching it with the set top box number shown on your letter.
Switch off the set top box at the socket and then switch it on again.
If the message is still displayed or you are having problems, call free on 151 from a Virgin Media phone.
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