MultiChoice Africa / DSTV
Reviews and Complaints

Incident date is 26 July 2019. ID [protected]. I have now been disconnected for the fourth time since 18 June 2019. I called on all occasions to restore the service only to have it suspended after a week or so because I did not pay? I PAY BY DEBIT ORDER. How can it not be paid, then it is DSTV's mistake, not mine, and I get cutt off because of your mistakes. On the previous call I spoke to a supervisor who promised to solve this with the accounts department after I had called 3 times before that and was told to hold on, which I did for 12 minutes. On this weekend I called and was told there is nothing that can be done it is the accounts department and they can not switch it back on, I received a number as reference and was told I will be called today 29 July, but no call yet. DSTV service is utterly poor, the people are either not trained to do their work or just plain lazy, because nothing is done to improve the service to me. This is on my PVR decoder

Good Day,

I trust this email finds you well. Friday evening I called to have my subscription upgraded to compact plus and spoke to one of your consultants with regards to the upgraded. I have called in 4 times in one weekend and I am told that there a system problems- which I understood and any organization does experience system problems. One of the supervisors was able to assist me when i had asked to speak to him and my dstv was working since ;his surname is Chand.

I have been patiently waiting for a resolution with regards to my query and whenever I call in its either my account is being esscelated or there is a system problem which makes for horrible customer experience and poor first query resolution.

This morning so furious and looking for a solution I spoke to Dumisani Ngwazi, whos service was nothing short of horrible, poor and rather disrespectful. I was on hold for the most time on the call with little attention. If possible I would like your QA department to listen to the call and perhaps take the consultant for further training.

I am extremely furious and not pleased with the service I have received in the past 48 hours.

I would highly be grateful if you look into the matter with both my query and Dumisani. I would request you to take immediate action. If you need to contact me please feel free to call me on [protected] or reply via email.

Yours Sincerely.
S Chauke.

I received a call on the 19th of June to inform me that my service has been suspended for two days which i was unaware of reason for me not being in town. Cant say who phoned because i was driving, he asked me if he should reconnect my line then i van pay the following day, told him to go ahead and i immediately asked my wife to make a eft . When i got home the following day my dstv was up and running for two days and then i got a sms to say they have suspended it i should pay a R496.12 to reconnect i paid in the difference 26th of July and it was connected again. Saturday morning the 27th i got a sms again R536.12 to reconnect and my line have been suspended again.
I did this and nothing from their side was honored.
Infact now I'm trying to get penalty fees reversed due to service suspensions and i was advised that I NEED TO CALL IN EVERY TIME TO CHECK ON THE PROGRESS AND IF MY SERVICE IS SUSPENDED THAT I NEED TO FOLLOW UP ON THAT.
IF this continues into the month of August, you can be sure I will cancel my subscription and will tell everyone about my experience, as well as lodge an official complaint with ICSA

Regards
Ismail Jacobs

I received a sms in Jan from DSTV about a promotion. Should I pay my subscription in full for the next 3months, then they 4th month would be free.
I did this and nothing from their side was honored.
Infact now I'm trying to get penalty fees reversed due to service suspensions and i was advised that I NEED TO CALL IN EVERY TIME TO CHECK ON THE PROGRESS AND IF MY SERVICE IS SUSPENDED THAT I NEED TO FOLLOW UP ON THAT.
IF this continues into the month of August, you can be sure I will cancel my subscription and will tell everyone about my experience, as well as lodge an official complaint with ICASA.

For the past two years multichoice have been billing me for a price lock plan I never had and everytime I call they saying they put on a not on the plan that I shouldn't be billed and they will escalate it to the relevant department and its now been 2years, my services are suspended weekly, I call in weekly just for them to reconnect I fail to.understand why I can't be treated like any other paying coustomer and the worse part consultants give me attitude and end up saying there isn't anything they can do I have now been paying for more than 3months bit it says I owe R900 and I'm on a compact plan...it's things like this that makes one end up going to platforms like "Hello Peter"...this is really embarrassing and bad experience with Multichoice if it takes that I cancel all my decoders and all contracts with multichoice then so be it im fed up.

My dstv was disconnected this morning when I wake up. When I have been trying to call the customer center several times without success. They say I owe dstv R6 how I don't know as I am using their self service to pay my account. I am told I need to pay R50 to reconnect but it's not end of the month yet where will I get money. I am not happy at all I'm paying in full why do I get short service.

1st, I don't know if complains here, are attended to by dstv, but after this, I'm copy past it to hello Peter and the ombudsman
Last year I went on easy view dstv, due to bad service delivery and repeating of movies over and over. I paid R29 only, this was fine, this month they opened Access Channel and I got interested into certain channels, R105, still fine. So Monday 22 July 2019 I phoned call Centre, really my blood pressure was high after the call Centre male assisted me, numerous times I asked over and over what amount they will be deduct for last 9days of month, it was difficult, no wonder dstv is going down. I asked him when debit order will go through, he said 24 hours, until today, Friday 26 July 2019 no debit order and I wake up with a sms for disconnecting due to no payment, again I phone from my cell, informed that I had to pay, I informed the lady that I want tel conversation to be drawn, maybe it don't exist, but they say recording, now I have to wait until they escalate the complain, again, I got into certain channels now, but I think I'll give difference from R29 and R105 to airtime for Netflix, I didn't have problems

No wonder dstv is dying, just invite me to the funeral, so I can clap hands and dance, they disurve it

Dstv
Due to the fact that you were not told to make payment manually we will reverse the reconncetion fee. your payment will be R 94.51

Me
Wow how I laugh now, you think I'm stupid, he tells me R24, my sms this morning says R74, you tell me R94, this I'm posting further to my online complains, this is stealing, you made my day, if I work out R105 for 9days, I need to pay around R32, what I joke

Dstv
If you can refer to the above message you will see we stated that the reconnection will be reversed, which is R 50 that will be reversed once the R 94.51 is paid

Me
No no, I only pay what's needed to be paid from Monday 22nd, that's unnecessary, why does it need to be reversed, it's double maths, then I struggle to get my R50 back, no no, do your job right, as needed on Monday, you just make it more difficult for dstv top management, because this is all proof, all the different amounts, the fault is at dstv, not with me, time is running out

Dstv
If the full payment is not made serviices will not reconnect, once payment is made the reconnection fee of R 50 will be immediately credited back to the account.

Me
It's fine, I'll take my complain much further, again, it was not my fault, it was dstv worker fault, I'm not paying in advance, my complain will end up at high priotities, keep claiming and I'll keep placing all conversations on media

They having been disconnecting my services after telling me I have a free month off. I have complained multiple times but nothing has come of it. They now telling me I owe them, even after I have submitted evidence that this is an offer they gave me. I'm now supposed to pay and accept their apologies when I have already lost much more. I have accepted their bad service for way too long and I have heard it.

On 01/07/2019 the extra view LNB was replaced by a technician from choice satelite, the contact we received from the DSTV office. 22/07/2019 and 23/07/2019 we started having connectivity which resulted in no signal the whole of 23/07/2019 and partly of 24/07/2019. The technician again came out to review and stated that the LNB was faulty and did not receive connection. He did not have any other LNB and decided to put in a single view LNB. This morning at around 09:00 the signal got lost on the smartcard 102... My husband then contacted the DSTV call centre of which he was told that the single view LNB will not be affected and they will fix it from their side and the decoder must be rebooted. I then contacted the Cape Town branch of which the consultant has stated that DSTV is experiencing technical problems and will resume at 12h00 today. I contacted the branch again at 13h54 and the consultant then stated sorry mam I can't help you I am offline please call again in 5 mins...really? Why did he answer the call then if he knew he could not assist... Then I called again at 14h05 and spoke to Levouna who also said that there is still technical problems and the technicians are still busy fixing the issue of which she does not know when they will be done. Then I contacted again at 16h00 and spoke to Phindile who then said that my husband should call, because only the one decoder is activated and he needs to request for extra view...
So my question is I have been connectivity problems for almost 4 days this month and wasting my airtime to call DSTV of which different stories are being told, but my instalment will remain the same at the end of the month...
DSTV should really work on their customer service as more and more customers are appalled by the service they are receiving from DSTV... I am strongly thinking to switch to Netflix of which I only read good reviews of...

I have had DSTV for many years, I have never had any issues until about 2 weeks ago.

After two years of price lock I received a phone call to ask if I want to renew for another two years, also price lock.

I decided to renew, WORST decision I made!

For some unforeseen reason the account was closed then re-opened and on the one account was a credit just a administrative nightmare!

After how many phone calls I went to the offices in Randburg, saw a manager Faith Bika who assured me this issue is solved, well my DSTV was cut again today. I have always had a debit order not once any issues with payment and now this.

I tried to contact your offices again, spoke to a Nakantla which was service was appalling!

What is going on at DSTV?

Is this the customer service I should expect and if so it will be better for me to cancel this contract!

I have now phoned 17 times and this issue is still not revolved, when I request to speak to a manager I get put on hold and nobody even bother to come back to me!

Dear DStv,

I would like to give feedback regarding the level of service I received from one of your DSTV app consultant by the agent name if Katleho.

The level of service rendered by this specific agent is to say the least appalling.

I would appreciate if a service manager can contact me regarding my experience.

I will soon be terminating my services with MultiChoice as we are paying a lot of money to receive such service.

MultiChoice is loosing its customers due to such agents and customers are opting out for data plans and going for service providers who will value them as their clients who bring value to their business.

Be rest assured that I will be posting my feedback on Hellopeter as well.

The company was suppose to do decoder installation, my setup had Explora with extra View, instead of leaving the setup as is, they open a new account for me with MultiChoice. Now have two account same amount 1. They never called MultiChoice to notify or confirm what they were doing. 2. When i complain to them they keep on saying the notes says of technician, not wanting to hear my story. 3. Refuses to give me email of a person i ca escalate the matter to only gave me general email to support. 4. A disgusting signs that they are not willing to assist. 5. Talks of extra charge if they come and resolve as its its a different job all together.

Please talk to them to resolve my problem.

I am on a DSTV Compact subscription which is supposed to cost R 399 pm. DSTV switches your services on/off to make profits on their reconnection fees. I am being told I now have to pay R 834 in order to get my services reconnected, while I am only a new Subscriber and this is my first month with DSTV. I made the requested payment of R 385 on the 26th of June when I activated my services, a week later that is when the horror started, my services kept being switched on/off timelessly.

I honestly wouldn't recommend DSTV to anyone, it is best to buy a smart TV or TV box to stream everything you want. Customers are being taken for a ride, this poor service and treatment from Multi Choice will be it's downfall.

Good day,

I am writing this email with dissatisfaction of services received from DStv customer services consultants.

1. I called wanting to downgrade to access dstv and because I haven't been using the decoder in a longer time I was advise to get a new one of which I did so and understood that it might not be working.

2. I got a new decoder(Explorer) which I then advise the consultant to cancel the old one so that I can go and pay services for new one. which I was told that there is system error for the to cancel the old one but was advised to go pay for new one in the mean time. then I got reconnected for services for compact. and I paid on the 1st of july which I advised the consultant to bill me on the 1st of each month.

3. on the 17th of july got disconnected and received an sms asking me to go pay R670 to get connections again. so I called to ask about that and was told that my account was upto date however it might be error on their side, which they'll log a case for the error and that it takes 24hrs to get feedback.

4. on the 18th I called to follow up on the case and I spoke to Nora which she explained that the reason for that it might be because I have two active accounts and she advised me that she will cancel the old one and move the money I paid to the explorer. and that my payment is the 1st of each month and when I go to pay on the 1st of August I must call to check if the old one was cancelled successfully.

5. on the 23rd of July I was disconnected to my services and received same SMS but now it says the amount to pay is R233. and according to my understanding I have to pay R399 on the 1st of August.

Kindly resolve the matter or cancel the entire account on my name as I cannot be calling every week with the same issue of which to my understanding its error on you side.

Your prompt response in this matter will be highly appreciated.

Regards,

Patricia Masebe

I'm very cross with Multichoice, I stay in Alberton and most of the time the decoder shows an error no signal due to bad weather, I've asked my neighbour's if they are experiencing the same issue but no they are not.

Another problem that I have is on top of that no signal, I try watch catch up but only to find out the sopies or whatever I want to watch is not uploaded for eg yesterday I want watch Ujola 99 the last episode that was loaded was on the 30/06 how rediculious is that?

We pay to have catch up but multichoice is not delivering, and if one doesn't pay on time they are very quick to suspend the account.

Im so disgusted with multichoice and thinking of canceling the account and get a Fibre as I won't struggle anymore.
Can this matter be dealt with asap.

I am usually paying a sum of R119 on the 15th of every month. This time I happened to pay a little later, on the 18th of July. I was surprised when the amount due was quoted that it was R321 when I was paying my ds TV account at Pep store.

I am not pleased at all and would like to get a clarity and refund of the excess money.

My Account number: 299 750 94
ID number: [protected] 4

Can imagine watching your t.v. and without any provocation it just stops working. Error E48-32. This was at 08:47, naturally you do all you can to fix it. I spoke to three consultants or as you call them 'technicians'- what a joke... I was told by Amanda to take out my decoder from the plug, remove smart card and switch it back on. Well that didn't work. Second attempt was told to call [protected] where nobody answered. Went on the whatsapp self service, followed the prompts. #checkstatus says, "your error has been cleared", yet here I am sitting with no signal still. And now my decoder is randomly rebooting itself and gets stuck on step 4 because there's no signal to continue it's operation. As a final attempt I call yet again to be told that I need to have an installer come look at the decoder. Dstv has no contacts for any installer. Alternatively go to the nearest multi choice office that closes at 14:00. Mind you, at that time it's 14:50. So now I'm stuck with a decoder that doesn't work. I've done all I could to fix it and spent money contacting people I thought could help. But didn't bother to inform me in time that I should go to the offices. I'm beyond upset and frustrated.

Hi

My name is Cindy Hans I have an account with you, I made a payment to the account number I was sent on the 27th, I paid R267, however my connection was cut and I had to make another payment of 315 since then I have been trying to get in touch. I need my refund please, I have all notifications confirming both amounts. Can someone please contact me on [protected].

Can someone please resolve

Cindy Hans
ENQUIRY REFERENCE NUMBER : 1345968
Dear DStv customer,

Thank you for your e-mail.

Reference is made to our telephonic conversation dated 07 July 2019.

Kindly forward us the proof of payment for the amount of R267.00 made on the 27th via return e-mail in order to trace and allocate the payment to your account.

Thank you for taking the time to contact us.

Kind regards,
Niven Athmaram
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1345968:986130
Good morning

I'm just checking if u received my payment confirmation, I used the reference number sent it from my app.

Cindy Hans
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Are u serious I have been sending these documents and ur still telling me you haven't received it. What have you not received please be clear because these one line response are not clear.

Cindy Hans
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I pay both my dstv accounts on the 15th of every month usually i get 5days grace period now what happened this month is they switched me off on the 18th on my compact account but my other account wch is access is still playing which i dont understand because i pay on the same date for both accounts. Im so dissapointed by your service... Im even thinking about terminating my services with you I called to get some clarification and an agent by the name of Brent did not resolve my query he just told me he cant do otherwise i must just pay the amount and to top it off u have already added the late payment R50 why?Its not the 20th why?

I spoke with Nokuthula Khumalo an agent from Durban Call Centre regarding E48-32 error. Call time 15h00 date 16 July 2019. My ID number [protected].

I have explained to the agent that my query has not resolved even though my decoder was swapped with a new decoder and I just can back from mutlichoice agency at Maponya Mall soweto.

She was not willing to assist and I ask her to call the supervisor she put me onhold more that 15 minutes without an updated, her respond was oooh my goosh!

Nokuthula she does not deserve to work for MULTICHOICE and does sympathize at all or willing to assist.

Regards

Sithembiso Ndlovu
[protected]