MultiChoice Africa / DSTV
Reviews and Complaints

Hi, I made my DSTV payment on the 27 June but since then I couldn't watch TV because the channels are suspended
I called DSTV saturday and Sunday but the agents i spoke to just told me there is a technical problem. they did not even escalate the
problem to the technical team.
DSTV Account No : [protected]
I called again today and i was told that there is still a technical problem, and the lady who helped me finally gave me a reference (#4079759) and escalated
the issue to the technical team: I am wondering what type of technical problem can prevent the call center to restore the service after payment is received
This is a very bad service for such a company, service should be accessible as soon as payment is received.
NB: I will also like to be charged a pro rated amount for the days i could have access to the service

Hi, I make my DSTV payments on time every month, but as from yesterday I couldn't watch TV because my channels were suspended even though I made a payment on the 25th of June 2019. I called twice yesterday, they told me that they can see my payments but it's a technical issue on their side and it will be resolved within an hour, 24hrs have passed still nothing. Multichoice sucks.

Try to connect holiday decoder for 3hrs, accnr.[protected]
After 5 calls, spending 15 min every time and every time a different story
Absolutly Rude consultant called Lindiwe
Payment already done 7hrs back
We own 4 decoders, considder disconecting all
This ia a holiday home, we connect and disconnect often, every time we want to connect there is a problem, unexeptable

Thursday my viewing was interrupted by a breakdown on my dstv decoder. I try to repair the error by reporting it through all channels provided (sms, app, telephone and online). When all failed to help me i had to take my decoder to a branch agency. I had to change the decoder in order to have the best view. My problem is that it took days for dstv online service to help me and i lost 3 days of viewing and i feel that it was a loss of money.

Im really really disappointed in DSTV. In the begining of February i received an email that said if i pay 3months (Feb, March, April) in a row on time which i did cause i pay my accounts on time every month that i would receive the 4th month (May) for free. So i didnt pay for May as it was for free and then it started. After the first week they disconnected my services. After a million emails and hours on the phone they reconnected my services. This kept ons hapenning every week. So i almost used a R1000 on airtime trying to sort this out. Everytime they charged me a reconnection fee of R50 and keep in mind its not my fault they admitted thats it their fault on the system. Come June i payed them on the 4th already and my payment date is only the 15th so i pay long before my due date. Last week Friday again my services was suspended so i called them and the lady i spoke to just said sorry she didnt even bother to help me. Again i holded on for half an hour without any help! Friday we couldnt watch any tv! This morning everything was fine and when i got home just now its again suspended because i didnt pay which i did on the 4th already. So yes im very very disappointed in DSTV! THIS IS UNEXCEPTABLE AND [censored]! SORT OUT YOUR [censored]!

Comedy central...all u guys are doing are repeating all your shows from season 1 and when the seasons are all done back to season 1 again.
There are thousands of comedies that gave been made yet all u show are big bang theory two an a half men etc ...over and over again.
Its disgusting and disgraceful that you are too cheap to spend money on new shows...
Please inform me why this is happening with dstv...
And that just one channel...need I fo into the repeats on all the other channels.

My name is emma ntuli, I opened a price lock with multichoice 2017. The last time I made payment was january 2019 because I am billed for 2 additional smart card that are apparently on my name according to their system. The customer care can not resolve it how difficult can it be... Let me tell them cancel the other accounts and cancel the enormous outstanding amount due and after phoning numerous times I keep on getting different numbers to contact and no assistance or satisfaction at all or the number given does not exist. Please can some one heeeeelppppp me my credit is being affected and they don't seem to care due to their own inexperienced billing accounts department.

My name is ntsoaki mabilietse, yesterday I came back from my home back to work. I phoned dstv on 0215082222 and requested a switch from my residential decoder to my holiday decoder. I normally do the switch atleast twice a month since I have bought the explorer. It has been more than a year now. I was assisted by ms ruiters. Her sservice was very poor. She waisted my airtime and did not assist me. I could sense she was new and did not want to ask for help. I called again and spoke to a vuyokazi didiza, she informed me that the explorer with smart card number [protected] was not on the system so she was unable to do the switch. I did not understand because that is the only explorer I had at my holiday home and at my residentual address, there was an explorer and two decoders linked to it. I asked her who removed that decoder, she could not answer me. She told me that there was one with a smart card number starting with 4544... And am not aware which one that is. It is standard practise that I do the switch between my holiday and my residential. She kept me on the phone for more than 45 minutes and eventually told me that they have managed to put the explorer back but I will have to pay a once of fee of two hundred and something for activation. I asked her why should I pay if I never requested for the explorer to be deactivated and I never asked for it to be removed from the system. She said I had 24 hours to pay otherwise I wont be able to watch.
It must be born in mind that my stoporder goes off every 16th of the month. I have never been behind o in arrears with dstv. I do not know what they did to my profile or account and am not willing to pay for their negligence.

I wish for my services to re-instated as before they messed with my account. I have suffered financially already as I have to hold for more than an hour while they are trying to figure out what they did to my account. They told me that they can not call me back which I feel is also upseting because all this was not due to my fault.

Good Day

I would like to inform the complaints department of the poor service I received from the Customer Care Department when I called to enquire on the amount due for me to reconnect my services. The 1st call I made was on the 24th of June around 15:00 and I spoke to Rivaldo and he 1st assisted me to change my debit date from the 1st of every month to the 25th, then I enquired on the amount that I needed to pay to reconnect my services as the AVR advised on R442.28, he checked the system and quoted me on R734 00, all was fine.
I called again on the 25th @ 14:20 as I wanted my Customer Number to make payments and I spoke to Caylee, she assisted, confirmed the amount I needed to pay to reconnect (R442.28) & also gave me a WhatsApp number to check my balance, I got surprised as the amount was different from the one I got the previous day, she confirmed more that once that, that is the amount to be paid to be reconnected. I then used the USSD code, R442.28 was the amount I received, I then went on WhatsApp as advised by Caylee, R442.28 was the amount I got.

I paid via Absa Atm, got home…no connection, called Multichoice, spoke to Noxolo Buka, she gave me her email add as she could not locate my payment. I did email as requested, called back & spoke to Lwazi Hadebe, to my surprise, I was told that the amount I paid was only to keep my account up to date. I then advised him of all the calls I made to their department to get the amount to pay & reconnect not to update my account. He spoke to the team leader Tshepo Sekopo to get a call recording, they kept me waiting for a long time, I got cut off, called again, got through to Lwazi again who got irritated when he heard that he was talking to me. I was again kept on hold, for a long time, Lwazi could not wait to get rid of the call, he was not professional, he kept putting me on hold, was sarcastic even after mentioning that my phone has a recorder & will be sending through the call as I was not happy with their service, he did not care…. To cut the long story short, I have attached all the calls I made to Multichoice since the 24th - 25th together with P.O.P.

Please note that: I expect to be connected from 25/06/19 - 25/07/19 as I was advised before making the payment.

Nb: Not able to attach call recordings

Customer No: [protected]

Regards,

So I'm a new customer of dstv and I bought my first single view decoder at game but then realised that I need one for my kids room, a consultant then advise that we need to buy a mother decoder and call the installer for a quote which we did. I paid the fee so we can have that decoder up and running. However since I have it it don't play. We contacted the call centre and was told everything is fine by them and can even see that we paid the acc and extra view we were then told to ask the installer to come check there work which we did and they said everything good to go I call the call centre again and they kept on saying everything is right on there end even went through the settings with my husband via the phone. The consultant then send signal then it pay for a few second and go away again. Then it say no signal from the primary decoder. I need to understand what I am paying for as until today no one have the solution I paid for nothing. I need this fixed I have no idea what I should do I spend so much money to enjoy dstv

I have sent approximately 20 emails, phoned atleast 15 times.

I made a payment arrangement on my account, which was accepted.
My DSTV keeps getting disconnected for a day then I have to call in and explain my story to 11 different agents before something gets done.

Please see below communication.

I would like the DSTV re-connected as soon as possible

ENQUIRY REFERENCE NUMBER : 1063725
Dear Dstv Customer

I trust this email finds you well. Please note that as you had requested, a 2-month payment arrangement was loaded on your account to settle the overdue amount of R1717.21 over 2 months.

However, the overdue amount does not include the pro-rata amount of R588.00 billed when you were reconnected on the 18th June 2019 to allow you viewing on the Explora until the 1st July 2019. This means that you may either pay the R588.00 immediately, or it will be debited on the 2nd July 2019 along with your monthly subscription as well as the R858.61 (Your 1st payment arrangement installment).

Kind regards,
Price Lock Team
On Thu, 13 Jun at 10:10 AM, Lindi Jayne-Matfiled wrote:
I cannot believe how incompetent and ridiculous this has become, it is now a joke.

Please can you advise as to WHY, YET AGAIN OUR DSTV IS OFF!

I have done everything is was told to do.

I have made arrangements with price lock.
And you keep reconnecting and disconnecting. The DSTV is on for 1 day and then it is disconnected.

I want this sorted out NOW,

This is now beyond ridiculous!

FJ MATFIELD
[protected]

From: Dstvhelp [mailto:help@dstv.com]
Sent: 12 June 2019 01:07 PM
To: Lindi Jayne-Matfield
Subject: Re: [EXTERNAL] [protected]

ENQUIRY REFERENCE NUMBER : 1063725
Dear FJ Matfield,

Thank you for your email.

It is a pleasure for me to assist you.

As per our conversation dated the 12.06.2019. Please accept our apology for the inconvenience caused.

I have reconnected the services on our System.

Please contact the 011 293 3000 or email pmtarrangement@multichoice.co.za.

Thank you for your valued and continued support.

Kind regards,
Nomthandazo Khumalo
On Wed, 12 Jun at 8:11 AM, Lindi Jayne-Matfiled wrote:
Good Morning

Yet again, another disappointment from DSTV, I have already laid a complaint via Hello Peter.

I contacted you on Monday regarding our DSTV account

Our Dstv was disconnected, I called on Friday to make payment arrangements and was advised that if I pay R1000 we could be reconnected.
On Sunday I spoke to 7 different agents who all had something different to say, I was even advised to email the proof of payment directly to an agent (nadipha.mbandlwa@multichoice.co.za)

I was promised by 2 agents that they would call me back and I am still waiting for that call.

After many emails, over R150 airtime on Monday our DSTV was reconnected.

Last night when I got home, the DSTV was disconnected, again I contacted the call centre and was promised that they would call me back and I am still waiting.

The service is absolutely DISGUSTING! That I have to speak to 9 agents in total and nobody knows what they are doing.

Irregardless of what my account looks like and cannot believe the lack of service, knowledge and respect that your agents give to your customers.

I paid R1000 as confirmed by YOUR AGENT, I have made a verbal PAYMENT ARRANGEMENT as per our conversation. I want the DSTV reconnected.

Regards

FJ Matfield
[protected]

I called dstv enquiring about a box office movie I was entitled to. I was told to call in when I wanted the movie.
The call center agents advised their manager s were not available and dropped the call on me twice. How does DSTV DROP A CALL ON PAYING CLIENT WITH EXOLORA AND HD DECODER!
Imahine somebody dropping the call in you and you pay them so much money. Dstv is a joke.

So I have been calling dstv with queries for about 6 months now. My service would be cut and I had no idea why? I was told on numerous occasions they would escalate my query. Eventually someone told me my payment date is on the 13th of the month therefore my services were cut. I asked please move it to the 25th as I dont know anyone who gets paid on the 13th and I would not be able to pay anytime before the 25th. Low and behold they cut it again after the 13th, after many calls and being promised this would be fixed. I called again, and was told I would have to pay the reconnection fee even after I made sure to change the date!? I have sent emails, no response, no follow up phone call? Nothing?! I am appalled by the lack of customer service and quite frankly believe you people just sit in your office taking money and is incapable of doing your jobs. I spend more time talking on the phone to you people than I do to my own family.

Customer number: [protected]. I took out pricelock plan in May 2017. It was supposed to conclude in May 2019. I called on 20th May and received an explanation and then subsequently was sent an e-mail - "As per our telephone conversation, you still have 11 installment remaining excluding one to go off on the 02-06-2019, as from when contract started in May 2017 you have only been billed for the services and not the device. We only started billing for the device May 2018. I've attached settlement letter to pay off remaining installment of the decoder" .
I paid the settlement amount on the 25th May and sent proof of payment on the 27th May to the e-mail Creditdocuments@multichoice.co.za with ‘Settlement of Decoder Payment Plan' and your customer number or ID number in the subject line. I have since been charged the pricelock plan amount of R959 and it still shows amount outstanding of R104.10! There should be no outstanding amount and I should be on the normal premium package of R899. I have called twice and they say they are escalating the query and someone will call me back. I'm still waiting and the problem isn't being resolved. Not sure how to proceed. Regards Belinda Smit

I have been trying to reconnect my DStv holiday view since 31st May 2019 without success. I have used the internet self service every day up to now with the same messages which read : Oops! We have a problem. I have used the DStv cellphone App with the same message which reads : Oops! Something went wrong. I went to the local call centre : they too were also unable to solve the problem and reconnect. Please!

I contacted multichoice regarding changing of deduction date via, that was last month and I specifically told them to deduct on the 15th of May which they decided to go into my account and and deduct R119 (not what it is for) and not the the amount for the subscription. Now the service was suspended due to non payment and I was called on Monday (03/06/19) night to make a or have them deduct from my account at that time which I find absurd because the arrangement was 15 may period. Now I have to ran around as I was at fault here, I feel that I have been treated unfairly in this regard. I wrote an email yesterday(04/06/19) to dstv help that my hands are tired, they might as well deduct next week Friday the 14th, which I doubt they will since they failed the first time, I'm really not happy how the issue has been handled. I now want to get out of the pricelock contract it's beginning to work on my nerves and I have alot on plate to be thinking of unpaid subscriptions where there is a payment plan in place.

My DSTV was disconnected after a debit order went through. When I call in they tell me there is amount due of R145 I ask the lady for what she has no answers and says she is a trainee and will get someone to attend to me. The other person who comes to the phone tells me that I owe R117 and there is nothing they can do I must wait for 48 hours. I asked to speak to a supervisor then the agent I was speaking to Keshia Prinsloo made me hold for more than 15 minutes. And she hanged up on me. I called in again and spoke to Bongani who then called a supervisor by the name of Nombulelo or Bulelwa if I recall the name correctly. She tells me about a debit order that was reversed in February which is totally not true.
I feel totally abused by DSTV for disconnecting my subscription for no valid reason. There is no way DSTV will continue without disconnecting a subscription from February and only disconnect in May after debit orders have been going off successfully. I will go to the bank tomorrow i will send through my statements from February to date. DSTV will pay for those as well as the airtime I used to speak to you for more than 45min with no resolution. This is total incompetence.. 😠😠😠😡😡😡

I have submitted my complaint to National Consumer Commission since your agent and team leader could not help me. l wanted my services downgraded from premium to compact as of 01/06/2019 as l cannot afford the premium package, they tell me l cant do that, they can only downgrade next month, so l ask, who will pay for this month since l cant afford, then she tells me l will be in arrears. Here is a thought, that is why l am phoning to down grade since l cant afford premium. Your internal processes cannot be my problem.
ID [protected], Virginia Crowder.

Why does DSTV repeat the same advert (Price Lock for DSTV) twice at every break of a show on Comedy Central? The same advert gets aired at every single break and twice during that short ad break. This makes no sense besides frustrating the viewers. Its extremely frustrating and clearly shows that DSTV is just interested in selling rather that giving customers good quality service.

I ordered DStv price lock on the 17 April 2019. It is now 30 May 2019. I have not even received my decoder yet and have followed up on numerous occasions. DStv has contacted me twice to ask me on the progress of my order to which they respond that they will escalate the issue.

I am trying to be a new DStv customer but it seems they are not interested. With poor service like this in the beginning it makes me hesitant to proceed into a contract with DStv.