MultiChoice Africa / DSTV
Reviews and Complaints

I would like to understand why certain series are put on catch up and then half way or after the 2nd or 3rd episode it no longer appears on catch up. There is no explanation that there has been a series break.

You are always promoting Catch Up, but you cannot or seem to have any control. You have to have the full package to be able to use this facility but it never works. Some days two of the same episodes are on catch up. I have been waiting for Chicago pd, Homeland and Missing. I had to record the programs. So i can view it but it does not reflect on Catch up. What is the catch.

I waited for an installer who never pitched - Trevor from www.dish-wizard.co.za, contacted him at 8 am on the 6 Feb 2017 and at 5.30pm still had not arrived after promising to be here at midday.

I googled accredited Installers, and Eagle Satelite came up .I contacted Brighton [protected] or [protected] and he was here within 20 minutes, took a look at the machine, and said yes we should replace as the LNB on the machine was faulty. So we went to DSTV Gift Acres today, and replaced with HD machines, for top and bottom lounge, as our previous machine was dual view.

I had Brighton here for about 2 and half hours and he drilled and went on the roof, set up the machine in the bottom lounge and the top lounge. Told me that the MNET bundle wasnt all there, but we are paying for the full bundle . So the channels 102 up till 110 were not operative. and also some other channels were missing. Brighton told me they would come in about an hour ...it would come through Mnet. When he left i contacted
Mnet and she told me there is a fault its not set up correctly ...E48 fault i think... so after being presented with a bill for R 1428 -00, we still have no TV and now no channels whatsoever . ... this is since Sunday evening, there is nothing on the channels . Mnet gave me a reference and1935671/I41 Lesedi was the contact. Who

Good day,

Since january I have been calling dstv saying please dr my account, I supplied all my bank account details - my monthly debit of r345 has not gone off for january 2017.
I even went online and loaded my own dr order details.

I don't understand what sort of company does not want to take they money.

I called the call centre again today stayed on the line for 15mins ref 191 069 75-i21.
Now dstv wan't to charge me r399 for a payment that was supposed to be r345 and go of on the date I loaded 23rd jan 2017.
Don't you think that's a bit sad that customers have to pay extra just because a company can not do their job.

I actually want to demand that they forfeit my debit and allow me to have free service for a month, cause of this useless service.

Thanks
S

On 23 December 2016 I bought and fitted a new HD decoder, In fact it replaced my old decoder.So it didn't correspond with DSTV 's info.They detected a new decoder was connected, so I phoned into the call centre.I told them I fitted a new HD decoder.They told me they will use the new HD decoder s smart card number.I assumed the old decoder will fall away. After 2 months I noticed I have to pay double premium.I phoned the call centre to ask why.They said to me that I didn't specify that they must cancel the old decoder.It was my intention to cancel the old decoder but maybe they didn't understand it so.Then I asked the operator why THEY didn't ask specifically if THEY must cancel the old decoder, then she got angry and raised her voice.It happened at an earlier call in also where their operators were rude and talked arrogantly and raised their voices.If DSTV operators had a proper protocol, they would have asked as standard, if the client wants to replace the old decoder.I now paid 2 months subscription unnecesarilly because of their incompetenceThe fact that they are arrogant and rude make things worse! when they don't realise that DSTV customers pay their salaries.

I'm BEN from South Africa I would love to know Why don't you add this season of big brother on the walka, I'm poor I don't have access to the dstv now app I can't afford the premium services.1.I know you guys are an greedy corporation. Instead of taking the show of the walka why not increase the monthly fees, 2.the show has been on the walka for the past six years why not this one

Well, where do I start? On 3 January I paid R1350, 22 into our DSTV account as Dec. amount + pro-rata did not go of the account. But then on 30 Jan DSTV took R2924, 42 from our account. I phoned in twice and they said that the R1350, 22 will be refunded into my bankaccount as that money went into the previous DSTV account and not in the new account which is the explorar. But R2924, 42? It is UNACCEPTABLE! When I phoned in the Lady said it was a system error and R824, 42 will be refunded.

SO NOW IT IS A TOTAL OF R1350, 22 and R824, 42 which adds up to R2174, 64 that must be paid back into my BANKACCOUNT and NOT into my DSTV account. We have a child to take care of and woooops here comes DSTV not keeping with their own contract. I want my money back please and it is urgent.

Thank you

So sick and tired of the repeats on Dstv
Same movies same series over and over again
I can't understand it that so many customers pay a large fee every month and all we get are repeats
Don't dstv have the money to buy new movies and series? Why do we have to always just accept this terrible service in South Africa?
Dstv you guys are really getting boring! !

I have been a customer at DSTV for more than 10 years. I am paying my very expensive premium of R840 every month on time. Never ever late or non payment. I applied for the explorer premium freeze and was declined. How fair is that? our current dual decoder is giving problems and we can barely watch DSTV at the moment because it keeps on saying loosing signal. We had the installer there and he installed new 'electronic eyes' on the dish but still the same. he recommended we get the explorer. How can you decline a loyal customer.

Hi, I have had a DSTV PVR for the past few year, which I am paying R844 debited from my account.
A consultant called me in Dec to offer me the Price Lock offer, which I accepted to take.
My understanding of this agreement was once the Explorer was installed, I was supposed to call and cancel my PVR subscription and activate the Price Lock offer.
I have been away on holiday, so now I am installing the Explorer,
But I just received an sms saying that I owe R2872.80 -
When I call DSTV, they say that's it is for the explorer,
So they have already been deducting the R844 every month, up until 25 Jan - but now I have to pay for the explorer which I have not even installed yet.
I will not be paying for 2 services, if I have only been using one.
I only have one connection in my house, .
I have called DSTV twice already, and they keep saying someone will call me back, but I have not received any calls yet resolving this matter,
All I want to be charged for one service, not 2 . I don't even mind if they re-allocate the funds that I have paid for the PVR already to the Explorer, and I can pay the difference . But I will not pay for both, when I have only used one.

Sasha Jaggernath
[protected]

Lightning hit my house and my explora was damaged. That was Saturday 21 Jan.

I Took it in to my dstv branch in Middelburg on Monday morning. I explained what happened, stated that I had insurance on the machine and asked what would happen next?
They took my machine and asked me to come back later for my “new machine”, because it would take some time to set up the new machine.
I got the replacement machine later that day. The machine did not work when i plugged it in at home. It was late and we left it till the next day.

After work on Tuesday night, I paid a technician R1500.00 to help me. We found that the power cable was also damaged. We phoned the local dstv office owner, who sold us a new power cable for R350.00
After everything was plugged in, the technician still struggled for over an hour to get the machine working. Eventually there was display, and we could watch tv that night.

Wednesday morning the dstv was dead again. I took the decoder to the dstv agent, they tested it, and said that the machine was in working condition.
Wednesday after work i phoned the Custumer Care line and after a while they got it working and we could watch tv that night.

Thursday morning it was dead again... after work that evening I phoned the Custumer Care line and after a while they got it working and we could watch tv that night.

Friday morning it was dead again... after work that evening I phoned the Custumer Care line and after a while they got it working and we could watch tv that night.

Saturday morning when it was dead again, i took it back to the dstv office.

Then they told me that even though I have insurance, dstv does not give you a new machine, they give out Re-furbished machines. And they will keep on giving me a refurbished machine until I find one that works. Doesn’t that sound ridiculous?
So I asked them to give me a letter for my House insurance, then I can claim a new machine from them. No sorry... they don’t give letters for insurance purposes...

The dstv agent had no other solution than coming back repeatedly until I find one that works, so I also got another re-furbished machine on Saturday which is also broken…
I cannot even take the machine back now, because they don’t have any other machines to give me, I have to wait until Wednesday when they will have a new machine for me to try out.

So I am paying my full dstv premium this month, I pay almost R140.00 for insurance via dstv… I pay house insurance… and I can’t watch TV for almost 10 days now, how does that work?!

Realdi van Rooyen
[protected]

I purchased a dstv explora at hi fi corporation carnival on the 28.01.2017. The person assisting me made the necessary arrangements for the dstv to be installed today 29.01. I checked in with them at 11:00am and was promises that it will be done during the course of the day as the guy is working till 16:00pm. When I called back at 14:26 I was told that they cannot do it today. They only have 1 vehicle so it's difficult to make it today. They didn't have the decency to tell me earlier that they can't do it today.

I'm a Manchester City fan and we playing against a Premier league rival Crystal Palace in the FA Cup today at 17:00. And Supersport is not broadcasting the game, I would like to know why! Instead they broadcasting Tottenham against a lower league team. Please make me understand why because I'm a premium subscriber and I'm not getting what I'm paying for!

Dear multic choice

I have no joy dealing with your call centre! Probably the most incompetent and rude people work at your call centre.

After I phoned to cancel my multichoice account on saturday 21 january 2017, I now get a call (Friday 27 january 2017) from your call centre wanting to activate a dstv account for me... ?
So when I politely informed ms. Pillay [protected] that I cancelled my account and my debit order, why would I want to activate a new account, she couldn't get off the phone quickly enough. I stopped her and explained, but she didn't want to listen. She cut me off and put the phone down in my ear.
Wonderful client service you guys offer! I'm not even sure if you have actually cancelled/stopped my do. I'm waiting to see if it goes off. Because of dealing with you previously and messing up my account, I completely mistrust multichoice!
Regards,
M. Groenewald

Good day, I am not having any joy calling your customer service number with regarding to the pricing option for the Indian package I have recently taken out. On the 10th of January I call in as a new customer and spoke to Gregory to discuss the options as per above, he advise me to take out a R 29 package and the Indian package as an add on for R 220.00. I then had a decoder installed, then called in and spoke to a lady to have the package activated and a debit order set up. She advised me I cannot take up the above package and I could have the Indian package for R 220.00 On the 21st when my debit order was collected I was charged R 345.00. I then called on the 24/01/17 and spoke to Portia Ref: [protected]-I12 who advised me that she will listen to the call if that was the agreement call me within 24 hours with feedback. I am still awaiting her call. I call back on the 25/01/2017 and spoke to Simphiwe Ref: [protected]-I17 who advised me the same and promised sincerely to call me back and I am still waiting. I expect a response and answer urgently or I am going to social media as I am paying extra for something that I did my homework on and it is a breach of agreement. I did not authorise you to debit my account for R 345.00 per month.

Hi there
 
I have had the worst experience i've had a very long time with a service provider, and I really hope that someone at dstv / multichoice south africa could at least acknowledge all my concerns below and get back to me urgently. I don’t have the time during the day to speak to a service centre who anyway has no authority to do anything.
 
I ordered an explora about 2 months ago. That is a whole long story by itself, after being decline credit (Where clearly that was a mistake)
Nobody bothered at any stage to explain what this process is like and that you have to deal with 4 different departments to get this thing approved and delivered, and when you speak to call centres nobody can actually help and I have to call a new nr each time.   horrible experience.
 
Anyway, after more than a month, they emailed me late dec, and when I returned back to work 9th jan, approved the credit and I completed the process for a delivery.   so here is further issues that I please need urgent feedback on.
 
Package:  r949 monthly subscription with dish and installation.
My id nr:  800706****089 - natasha marshall
My phone nr: ‪082 *** *000
 
1. Delivery
They delivered my explora last week, without the dish.
I have logged 2 request to ask why it was not delivered, ive had no feedback yet.  
My order nr was 403088 - when a. Allan signed for it he did write on there that the dish was not received.   pls advise when I will receive this.
And they just rocked up at our house, no phone call, luckily someone was there?
 
2. Dual view
We called and they are installing this morning with our current dish.
When I spoke to the call centre in december - I asked about the dual view specifically.   they specifically said there is no additional cost.
When we called the installer yesterday, they said its r600 extra.
So today they will not be installing the dual view but I need someone to go to my recordings with dstv and find that call where the lady confired no cost.
Then I hope that dstv will call another installer to come and put up the dual view for us at no cost, as I wasnt going to take that risk today and then I get billed.
 
3. High bill
I just received a debit order of r1811.   can someone please explain why this is so high? My new package is r949 and was activated as per my sms on thursday, 19th jan, device nr a100143748.
 
I hope to hear from you soon.
Thanks
Natasha
 
 
Natasha marshall

Product development manager
 

 
 
T: ‪[protected]‬
F: ‪011 699 0943‬
E:natasha. [protected]@ebucks.com

Good day.
I'm really frustrated as DSTV takes programs that were originally on M-net channel 101 away. Now its The Fixer.
As we travel all over in South Africa and Namibia, the one constant channel we have in hotels and guesthouses is 101, m-net or m-net terrestrial.
Please bring back the originals that were always on m-net first.
How will I now get to watch The Fixer.
Thanks
Tamara

I know this may seem trivial, but it makes a huge difference in what one perceive as well as the message one receive from the movie. That's what movies are about? Please change the background or information given of the movie War Room. The woman who helps the main character is NOT a medium. She is merely an ordinary warm person giving advice. She's not using any magical devices or contacting any spirits, she's only using the Bible. It really changes the whole idea of the movie using this description, and it's not the truth.

Good day

My account number is :[protected]

I am seriously unhappy about the service I have been receiving from Multichoice due to staff incompetency. Last year August I cancelled my Indian bouquet and have not had it since .In October, November and December 2016 my service was disconnected at different times, I had to call into the customer care and was told the reversal was not done and was told it will be sorted out and apologies received. I am a good paying client, I pay my account before the time every single month and honestly am tired of calling into the centre and repeatedly explaining the same story. please check the record history with each consultant.

the reason for this complaint is that I now have received a sms once again saying my account is not paid and my service is disconnected! seriously this is ridiculous, my payment for January was made on the 28 Dec!

VERY DISAPPOINTED AND ANNOYED!

FAUZIA HALLIDAY

We bought the DSTV Explorer in December and had it installed. It worked fine up until we tried to rent a movie for the first time in Box office on the 7th of January. We got an sms saying our Smart card is not registered and we should sms our Smart card number to 37569 to register. We immediately did that and then got a second sms saying "Apologies, we are experiencing temporary technical issues. We are working to resolve the problem as soon as possible. Please try later".
We have been trying later for 2 weeks and the problem was never fixed and samen sms kept on coming advising about the technical issue. During that time we even called, 5 times, to be exact, the call center for assistance. We were promised it will be fixed within an hour latest after 2 hours, again, 2 weeks elapse waiting for the fixed. And to mention that all the consultants we spoke to promised to escalate the problem which never happened. On our 3 call, following up, we spoke to a supervisor who was really helpful and advised that he will be going on leave however will escalate as all the other calls we have been making were never escalated, as they should have. Unfortunately as helpful as he was, he promised to email us or sms us to advised that the problem has been fixed, which never happened. We called the 4th time, and immediately demanded to speak to the team leader. Ronald was called who took not more than 10 minutes, and the 2 week problem was solved and we were finally registered for box office. We attempted renting out a movie, which did not become available after 2 hours, whilst we had received an sms ad iisngbthat IL the movie will be available withing 5 minutes. Our 5th call to DSTV, the consultant we spoke to advised to switch the decoder on and off, luckily the option to watch now became available. Immediately after cl8nk that option. The movie froze. We switched the decoder, once again, on and off, all movies on box office and everything on catch up disappeared and a message read "New movies and programs are being updated, try after 24 hours. The following day, the movie we rented out still did not show under Box Office. Now our 6th call to DSTV. The consultant advised us to again switch on and off the decoder, and as expected, nothing happens. She then advised she will escalate and someone will call us same day latest tomorrow.

Basically, we have lost all trust in this system. The umber of calls made to DSTV has exhausted our airtime, our family time consumed, and we only received endless frustration from DSTV. We had assumed that having the explora would be seamless, instead, it became a nightmare.

The last consultant even said she will ensure we get refunded as this is an error from DSTV side. I think we need to get more than a refund. We should be reimbursed with 3 movies on the house once all this mess is resolved.
We plead once again with DSTV to keep their promises. If a customer is promised a call back or an sms or an email, do just that. That is CUSTOMER SERVICE by the way since we are the once making DSTV profits, we deserve to be treated like wise.

Regards
Frustrated client Zama Myeni
Customer number [protected]
Cell: [protected] / [protected]

Customer Number: [protected]
28/11/2016 - Contacted Multichoice online, in response to a SMS I received stating that I need to pay RR112.32 by 1 Dec 2016 or else my services would be disconnected.
29/11/2016 - Response from DSTV, Enquiry Reference Number:
8295794, stating that I did not pay enough for the annual fee.
I replied to this email & included the email from the agent on the 9 Mar 2016, who did the conversion to annual and could not explain the additional amounts I had to pay, where she stated that I was paid up until 31st March 2017 and my account had a zero balance: Enquiry Reference Number 7581105 . No one responded to this email.
14/01/2017 - My DSTV is disconnected for a second time now, as there is apparently an outstanding payment.

09/01/2017 - This after an agent responded 9 Jan, Enquiry Reference Number: 8295794, apologising and confirming that my account was not converted to annual payment, that this would be done and my services had been reconnected.
My DSTV was still disconnected after this and was only reconnected after I had to make 2 calls lasting 20 minutes in total.

This morning, my DSTV services is disconnected again, with error E16-4, with no warning this time.
Clearly, my account was not updated.

Could someone look into this and resolve the issue as soon as possible please?

Feb 2016 - Please start by reviewing my contact with you in February 2016 - the call was with an agent to resolve an issue with Xtraview.
During the call, I asked what the process was to change my account from monthly to annual payment – PLEASE REVIEW AND LISTEN TO THIS CALL.
In every contact with you thus far, this has been ignored.

26 Feb 2016 - Acting on the information given by your agent, I paid 1 (ONE) year’s subscription: DSTV at the old rate of R319 per month, plus Xtraview at the old rate of R80 per month, on the 26th Feb 2016, less 1 month which is free as part of your annual subscription deal.
I paid BEFORE the increase in tariffs, which means I should be charged at the rate of R319+R80 per month?
Why am I being charged at the increased rate?
Acting on the advice of your agent, I did not initiate further contact with you, to change my account to an annual subscription after my payment on the 26th Feb.

2 Mar 2016 - I contacted you on the 2nd of March to follow up, but no one replied to my email.
8 Mar 2016 - Only after sending a second email on the 8th, querying the non-response to my first email, was my account apparently changed to annual subscription, after I had to pay additional fees.
The agent could not tell me what this was for, just that the system generated it when my account was converted!
I was being charged for 8 days, as my account was only converted on the 8th? What was this charge?
She ignored my request that the annual payment be from 1 March 2016, as I paid before the 1st.
This despite the fact that I contacted you on the 2nd already to follow up on my annual payment.
This despite the fact that I paid on the 26th February already.
In fact, it looks as if I was charged extra, as I followed the advice of your agent.
My annual payment was for 1 Mar 2016 to 28 February 2017, not 1 April 2016 to 31 Mar 2017.

Could I have a reconciliation of my account please, with a detailed breakdown of payments from 1 February to date?
I would like to understand what I was charged for, what I paid and why additional payment was required then, and why it is required now.
I would also like to know why I have to pay the price for acting on the incorrect advice given by your agent.

Please contact me urgently.
I would like to understand what is going on and why I keep getting disconnected.