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Virgin Media Cable Services

Check the list of FAQs to see if your question has already been answered. If you can't find the answer, contact us

1. Changing your TV Smart Card
2. I have more than one set top box
3. I'm having a problem swapping my Smart Card
4. Waiting for your replacement Smart Card
5. Your services
6. Keeping Virgin TV

1. Changing your TV Smart Card

Swapping your TV Smart Card is really important because after a while, your old card will no longer work and you won't be able to watch Virgin TV.

When should I swap my smart card?

Swap your smart card right away. Very soon, your old smart card will stop working.

How do I swap my smart card?

It couldn't be easier. Just follow the 4 simple steps online. It won't take longer than 10 minutes to do.

Where do I insert my new smart card?

Stick your new smart card into the slot you removed your old one from. You'll find your old smart card sticking out of the front of your set top box or under a protective flap. If it's a V+ HD Box, you'll find it sticking out of the back of your box. Insert your new smart card into the same slot.

There is more than one slot in my set top box, can I use the empty one?

No. Your new smart card will only work in the slot your old smart card has been taken out of. If you have inserted it into the Interactive Card slot, you should get an error message Take the card out and insert it into the correct slot.

Which way does the smart card go into the set top box slot?

Make sure the gold chip is facing down. Now insert the card with the yellow arrow pointing into the slot.

Should my set top box and TV be on when I swap my smart card?

Yes. Please keep both your TV and set top box switched on.

2. I have more than one set top box

You will receive one letter with a smart card attached for each set top box. You may not receive all smart cards at the same time. Don’t worry, we will send you all your replacement smart cards before the old ones expire.

How do I know which card goes in which box?

Just take a look at the letter that came with your new smart card. It will tell you the serial number of the set top box that works with this smart card. You'll see the serial number of your box, as soon as you pull out the old smart  card. It'll appear on your TV screen.

3. I'm having a problem swapping my Smart Card

On most set top boxes the smart card is sticking out of the front. If you still can't see it, try looking for a flap on the front cover. You'll find the smart card under the flap. If you have a V+ Box, the smart card slot is at the back of the box. Find your Set Top Box here.

Why won't my new smart card fit into the slot?

Make sure you remove the old smart card first and replace it with your new TV Smart Card.

What should I do if my new smart card has been lost or damaged?

You should order a replacement smart card as soon as possible and continue to use the old smart card until the new one arrives. You can order a new smart card here or by calling us on 08745 745 1111 or 150.

After I changed my smart card I am no longer able to receive my full service, what should I do?

Under normal conditions it should take about 10 minutes for your new card to be activated. If you are still having trouble after 20 minutes, switch off your set top box at the socket and switch it on again.

What happens if I don't change my smart card?

If you don't swap your smart card, your Virgin TV service will stop working.

4. Waiting for your replacement Smart Card

We'll be sending your new smart card over the next few weeks. We'll send you a letter just before your smart card arrives, letting you know to look out for it.

I'm getting a reminder to swap my smart card on my screen, what do I do?

Don't worry. Once you see this reminder, your smart card should arrive within the next few days. If you haven't received your new smart card you can order one by calling the number in the message on your TV screen.

I have received a reminder in the post to change my TV Smart Card, what should I do?

If you've received your new smart card, just follow the 4 simple steps set out in your letter to swap it with your old one. You'll need to do this as soon as you can, otherwise your TV service will stop working.

I've ordered a replacement smart card, how long will it take to arrive?

Replacement smart cards are sent out on the next working day. They take between 2-5 days to arrive.

5. Your services

We're about to upgrade the technology of your Virgin TV set top box so you can benefit from more improvements, more security and more of the good stuff fibre optic technology brings.

Will my PIN change?

No, it remains exactly the same.

I want to re-instate my cancelled subscription. Will I get a new smart card?

Yes, we will send you a new smart card; you can continue using your old smart card until the new one arrives.

I recently had my Virgin TV service installed. Will I get a new smart card?

No. Our expert engineers will have fitted your new smart card.

I moved home recently, will I need a new smart card?

We'll send a new smart card to everyone who needs one.

Will I be charged for my new smart card?

No – it's completely free!

Will I lose channels or settings when I swap my smart card?

No, you'll enjoy all the channels you previously had.

I have a V+ HD Box - will my recordings be lost when I swap my smart card?

No, your recordings will still be available.

I have Freeview - will I need a new smart card?

You will be sent a new smart card for any Virgin Media set top boxes you have. Your Freeview service will not be affected.

I have TopUp TV - will I need a new Smart Card?

You will be sent a new smart card for any Virgin Media set top boxes you have. Contact TopUp TV directly if you need a new viewing card for this service.

I have FreeSat - will I need a new smart card?

No, FreeSat does not require a viewing card.

I have a Sky box - will I get a new smart card?

No. You'll only receive a new smart card for any Virgin Media set top boxes you have.

6. Keeping Virgin TV

Our Virgin TV customers will be seeing a message on their screen telling them to start using their new TV smart card. There maybe some people who receive the message that are not currently a Virgin TV customer and therefore won't be sent a new smart card. This doesn't mean they're excluded – they're welcome to join us and continue watching Virgin TV, plus all the other benefits we offer to our customers.

Am I in trouble?

No, we won't ask where you got your Virgin TV connection from. In fact, we'd like you to continue enjoying great TV from Virgin Media.

How can I get a new TV smart card and continue to watch Virgin TV?

Easy, all you need to do is subscribe to Virgin TV and we'll send you a new smart card. You can do that here on this site or by calling 0800 408 9305.