Card Swap Programme
We are currently writing to some of our Digital customers to advise them that we are upgrading our TV systems so that we can both improve the security of their TV service and prepare for future Digital TV enhancements. Don’t worry if you haven’t received a letter, not everyone is affected by these changes. An important step in this upgrade is the replacement of the card in the Digital box. Attached to the letter we have sent is a new card. If you have received a letter you will need to replace the old card in your Digital box with this new UPC card to ensure that you continue to receive your Digital TV service. If you have more than one Digital box, you will receive a separate card for each box where the card needs to be changed. Please note you will only need to change the card in Digital boxes that display Sagem and Chorus on the front. Please note you will only need to change the card in Digital boxes that display Sagem and Chorus on the front.
We would urge you to replace your card immediately to avoid any disruption to your Digital TV service, as on completion of this upgrade programme, your old card will not work and you will experience a loss of service if you have not installed your new card.
Before you swap your card, you may need to download some new software onto your Digital box. Please read the following instructions carefully:
- Switch your digital box off by pressing the red ON/OFF button on your digital remote control, wait until the red LED light stops flashing, then switch back on again by using the same button.
- If new software is required, a screen ‘Download Process’ will appear. You simply press the OK button on your digital remote control. If this screen does not appear, your box has already been updated and you can proceed to the steps below to change your card.
- Your TV screen will go blank for approximately 2 - 3 minutes, then a screen ‘Download Completed’ will appear. You can now press the OK button on your digital remote control to resume normal viewing.
Before you swap your card:
- You need to ensure that you insert the card attached to your letter into the correct Digital box (only those boxes marked Sagem and Chorus on the front). If you have more than one card to replace, you will receive a separate letter for each one.
- As it may take up to 4 hours for your new card to be activated, we recommend that you carry out the swap at night before you go to bed, ensuring that you leave your Digital box on.
- On completion of these steps, it is important that you call us on Freephone 1908 to confirm that your card has been replaced successfully. This is an automated service.
How to swap your card:
These are the steps you will need to follow:
Remove the old Chorus card. Please note, the old card can be found underneath the box. If you have several digital boxes at home please ensure that you swap out the correct card. To do this, check that the first 10 digits on the reverse of the old card match the ‘old card number’ listed on the front of this letter.
Insert the new UPC card into the same slot, making sure that the blue arrow and the UPC logo are facing upwards, and that you are following the direction of the arrow. Please ensure the card is fully inserted and that none of the cables have become dislodged.
You will now notice that all of your TV channels are missing. Please be patient as this is meant to happen. As it may take up to 4 hours for the new card to be activated, we recommend that you carry out the swap overnight. It is not necessary to leave your TV turned on during this time, but it is important that you leave your Digital box plugged in and turned on throughout this period. Please ignore any screen messages that may appear during this time.
Next day, please check your TV; all of your channels should be available as normal. You must then call our automated service on Freephone 1908 to confirm that your card has been replaced successfully. This is very quick and the instructions are easy to follow, you will need your account number when you call.
If you are having difficulties or you are unable to get your TV to work after you have changed your card, please call us on Freephone 1908 for further assistance.
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