MultiChoice Africa / DSTV
Reviews and Complaints

I had numerous enquiries through calling and social media Facebook trying to resolve this issue:
The consultants assisting with this issue were very disappointing. Not going an extra mile, just doing a bare minimum.

Please communication trail below.

DStv
Typically replies within an hour
Product/Service
12/26/20, 2:45 PM
You sent December 26, 2020 at 2:45 PM
As discussed in the comments section. Id no [protected].

I have an issue with box office. I can rent a movie, but I can't watch. Apparently, this is because by box office account is linked the old decoder.
Nonetheless, I'm very disappointed with the call centre agents that I have been in contact with. Aside from spending hours on the calls, with my own airtime and being put on hold, transferred from one consultant to the other, promises to call back etc. My enquire or issue has not been sorted. Can I get someone to swiftly assist resolve this.

DStv sent December 26, 2020 at 2:45 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.

DStv sent December 26, 2020 at 2:59 PM
Hey Allen,

It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Providing customers with unsatisfactory service is not in line with our ethics. Please accept our sincerest apologies in this regard.
Kindly advise if you are accessing box office on the decoder or online. ~NNM
You sent December 26, 2020 at 3:04 PM
Thank you for understanding. I'm using a decoder.
You sent December 26, 2020 at 3:07 PM
I also got charged for a renting attempt. Which I asked to be reversed, but I received no confirmation this.

DStv sent December 26, 2020 at 3:20 PM
Kindly confirm which decoder are you accessing Box office from. Decoder A303575242 - [protected] or A100385488 - [protected].

~NNM
You sent December 26, 2020 at 4:15 PM
A3-[protected]

DStv sent December 26, 2020 at 4:34 PM
Please send us the following details:
1. Initials and Surname
2.ID/passport number
3. Decoder number
4.Physical address
~VA
You sent December 26, 2020 at 4:56 PM
AN Ndlovu
[protected]
Address 4150 Greenwell's Glory street Albertsdal Alberton
You sent December 26, 2020 at 4:58 PM
You sent December 26, 2020 at 4:59 PM
Let me know if this will suffice.

DStv sent December 26, 2020 at 5:29 PM
Please send the smartcard number that you want your Box office to be linked with. ~VA
You sent December 26, 2020 at 6:05 PM
[protected]
You sent December 26, 2020 at 6:07 PM
[protected]

DStv sent December 26, 2020 at 6:10 PM
The system shows that you have had successfully rented on this decoder [protected]. ~KN
You sent December 26, 2020 at 6:27 PM
Please read my message trail properly. I don't have a problem with renting a movie . The problem is, after renting the movie, there is no "watch movie" option showing. The only available options on the box office rented movie are 1. Rent movie, and 2. Watch trailer.
You sent December 26, 2020 at 6:28 PM
In addition, I'm being charged for a movie that I have not watched.

DStv sent December 26, 2020 at 6:34 PM
Please provide us with the confirmation code provided. ~KN
You sent December 26, 2020 at 6:43 PM
[protected]
I have been through this with the call Centre agents. This did not help. 😞

DStv sent December 26, 2020 at 6:52 PM
We will escalate your query to the relevant team and revert back to you. ~KN
12/29/20, 12:22 PM
You sent December 29, 2020 at 12:22 PM
Any feedback on the escalation?

DStv sent December 29, 2020 at 12:22 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.

DStv sent December 29, 2020 at 12:48 PM
Please note that we do not have a feedback as yet.~LM
Jan 1, 2021, 11:32 PM
You sent January 1 at 11:32 PM
Will there ever be feedback on this issue?

DStv sent January 1 at 11:32 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.
Jan 2, 2021, 7:14 AM

DStv sent January 2 at 7:14 AM
Hi Allen
Thank you for contacting DStv : )

Unfortunately, there hasn't been any feedback responses as yet
~SK
Jan 2, 2021, 8:43 AM
You sent January 2 at 8:43 AM
When Will feedback be provided?

DStv sent January 2 at 9:31 AM
We will revert to you once we receive feedback, we do apologize for the delay. ~BBL
Jan 2, 2021, 5:01 PM
You sent January 2 at 5:01 PM
Well it has been a week already. When will I get feedback?

DStv sent January 2 at 5:13 PM
Kindly note that it takes 24 to 48 working hours for our team to get back to you, we understand how frustrating this is, your patience is highly appreciated.~NNS
Jan 9, 2021, 1:28 PM
You sent January 9 at 1:28 PM
Can I get some feedback. I believe it has been more than 48 working hours. Can I get feedback?

DStv sent January 9 at 1:28 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.

DStv sent January 9 at 1:35 PM
Hi Allen, please give us a moment. ~MLK

DStv sent January 9 at 1:50 PM
Please confirm the date and title of the movie that was rented, but could not be watched. ~MLK

DStv sent January 9 at 2:32 PM
Please also confirm which smartcard you were renting on, and provide us with the rental code. ~MLK
You sent January 9 at 3:23 PM
22 December 2020 Antebellum.
You sent January 9 at 3:24 PM
[protected]

DStv sent January 9 at 3:46 PM
Thank you, please give us a moment. ~MLK

DStv sent January 9 at 4:35 PM
We are still here, and working on the matter🙂. ~MLK
DStv sent January 9 at 4:35 PM
We need the following account holder details:
-ID number
-Initials and Surname
-Cellphone number
-Physical Address ~MLK
You sent January 9 at 4:50 PM
Please look at the previous chats. I already provided you with these details
You sent January 9 at 4:52 PM
AN Ndlovu
[protected]
Address 4150 Greenwell's Glory street Albertsdal Alberton
[protected]

DStv sent January 9 at 5:07 PM
We apologize for not providing services on time. Please note that we have re-escalated your query to the technical team and we will get back to you once we have feedback. Hopefully, they reply on time. ~VA
Fri 11:38 PM
You sent Yesterday at 11:38 PM
Can I get feedback on this?

DStv sent Yesterday at 11:38 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.
7:25 AM

DStv sent Today at 7:25 AM
Hi Allen, thank you for contacting us. Kindly note we have not yet received feedback. Please can you send us your ID number so we can re-escalate your query. ~ KM
8:34 AM
You sent Today at 8:34 AM
No! This is unacceptable. This is the third escalation after a month of escalations . Can you please escalate this to your managers.
I'm extremely disappointed with this platform and service provided. We keep on going in circles, please provide ID no etc. With no resolution.

Please escalate the issue to someone who can help, otherwise I will be forced to use other platforms to raise my concerns.
If this issue is not sorted out today, I'm finding other channels to show for this level of incompetence. I have been patient long enough. Look at the message trail, this query was raised last year!

Anyways, if you can't sort this out today, dos let me know. I have a message and phone call trail to use for my escalation.

DStv sent Today at 8:46 AM
We understand the frustration that this has caused, and we apologize for the delay. As stated above, we will need your ID number to be able to assist you further. Kindly note we have limited access to our previous conversation, which is why we are requesting this information. We appreciate your cooperation. ~ KM

Good Day, one of your installer with a multi-choice installer ID card with name Patrick Amalonye and phone number +[protected] made away with the money i gave him to buy me a DSTV dish to replace a bad one. i gave him the money since on the 17th of january 2021. up until now he gives me excuses when ever i call him. please help make him return my money or bring my dish.

regards
Braimah Asiru

A Dstv costumer
[protected]

Refer to my previous letter: My debit order was increase on the following dates: March2020- R974 ; April 2020- R989; November 2020 R1108
I visit the local office and according to their system I pay for an extra Explorer that I did not have, or received.
I contact Pricilla at your JHB office and she promised me to discuss it with her supervisor, to solve the problem, with no success.
I contact Dewald from the local office in Witbank, and he confirms that there was only two equipment. One in my living room and one in the bedroom. I am sure you can pick it up on your system. With this information it looks like I am paying for someone else.
Please investigate this.

Customer care my customer number [protected]

I am appaulled by DSTV multi choice Services. Being a customer for over 15 years
I have 2 explores and 1 extra view under my subscription

I want multichoice to listen to my recording regarding my account. My daughter moved to Gauteng and on the 26th November she called Multichoice using her number [protected] to call and find out what would be the cost to pay since she had relocated. She was advised by a lady that her total cost would be R640.34 including pro rata amaounts. She made payments month end of R320.17 and I played my usual fee of. The month of December we did not have problems and end of December she again made a payment of R320.17 and I made my monthly payments payment. On the 7th of Jan I called using my [protected] number because services were disconnected I called I spoke to a lady and I was told about three different amount of R285 R584 and eventually I was told to pay R50. I was also told about an easy view account which I dont understand where it comes from because under my account there should be 2 exploras and one extra view. Why would I take easy view, how does it benefit me?. Once again. Please locate call recordings. On the 13th Jan my daughter called around 6pm for explora number ending with 17 she was placed on hold for over 20min with no call back from Siphesihle, she made another call she spoke to a lady who transferred the call to Skhumbuzo the supervisor. She asked what would the total amount be for payment for reconnecting and all severices and she was given an amount of R318 which she paid immediately. On the 14th she noticed that her PVR functions were not operational she then made another all to multichoice using [protected] around 7pm nd she spoke to a lady whom she argued with her for 30min and being told to make another payment and pro rata amounts AGAIN nd refused to put her through to the supervisor. The call got cut off nd not even courtesy call was made back to complete the conversation. She called again and she spoke to Ben and she had to start the story again and argue with Ben over this account. My daughter requested call back but never received it. I fail to understand how can Multichoice such a big company not give their clients a courtesy call. This is poor unacceptable customer service for the monthly subscription payments we make and your team fails to note down the conversation points with the client and each time you call you receive different amounts and you always have to start a storyfrom scratch.

1. I would like staff to know their product for better service and this issue or continuous payment and deductions to be sorted out
2 I want to know why I'm being quoted different amount each time I call
3 Given the amounts we have given to DSTV which is over R1000 in Jan we would like our service fully operational

I would like feedback urgently regarding this matter as soo as possible

On 12 January 2021, Multi-Choice Namibia's Call Center Service Agent(s) deal with my service request.
The "service problem" is poor signal strength on a "dual-view" home set-up.

Calls were repeatedly made in an attempt to try out the suggested guidance given telephonically.
Calls at 09h35, 09h37, 15h24, 17h45, 17h50, 17h54.

Agent(s) eventually advise the customer to hire a private technician to "fix" the unresolved, unidentified problem.
Technician is recommended by MCN-DSTV and attends to the call-out request on 13 January 2021 at ±15h05.

Technician checks installation, equipment, hardware as previously set up some months before and finds no fault.
The technician makes calls to the Call Center and the Service Agent(s) guides through settings and signal re-send steps.
The settings error or failure is remedied at the Call Center without the technician adjusting/re-fitting/correcting any hardware or connection at all.

The technician's intervention was equivalent to that of a regular customer call to the Call Center, in other words, the customer could have received the same solution telephonically as did the technician.
The technician's bill is for the customer to settle.
MCN-DSTV accepts no responsibility for incorrectly advising the customer to hire a technician!

I have been put on hold by the call centre agent for more than 30minutes! did she take lunch or what !

I replaced my old secondary decoder as it was not working for over a week cause they said they had to reset it so bought a new one. Now I have to call multichoice every morning with my airtime with the same error code e143, and then it will only play for few hours. I have logged a query since morning no one is attending to it i'm just paying nothing

I recently purchased a new decoder fro Pep Nzhelele Biaba with an installation voucher
To my surprise they installed it quite quickly but didn't bother to neaten the the cable or clean their mess not sure because im poor or what.
There after they said i must pay R160 for transport and connection fee, of which where they come from is less than 20km to and from. How can you let your accredited installers rip pple like that. What if i didn't have that amount of money with and whats the purpose of buying a decoder fully installed when you have to pay extra.
Im Marambidze Mhlanga [protected]
And the name of the installer is Talifhani business interprise [protected]
Please get to the bottom of this

date of incident -23 December 2020
client number - [protected]
on the aforementioned date i paid my monthly dstv subscription (compact plus) in advance for the month of January 2021. Later in the week i received a sms reminder to pay R1200 for my monthly subscription for January 2021 even though I am on the compact plus package. I contacted DSTV call center and the agent asked me to send proof of payment which I did. I called 2 days later as the amount still showed the same. I was informed that I had 2 packages on my account.(1 x Premier and 1 x Compact plus) The agent removed the premier package at this time and I was supplied with a reference number with the incorrect billing. (reference 107349243_i233 Agent name Andiswa) I was informed that my package wont be disconnected as the query was pending. I have spoken to numerous agents since then who promised me one and the other thing and with different excuses. This morning I was called by an agent to upgrade to a price lock package which I also explained my dilema. After I spoke to her my balance was correct when I checked via the whatsapp app but it showed that it is due on the 1 of January 2021. I have paid my account for January 2021 on 23rd December 2020. Only thing I can think of was that my subscription was upgraded without my knowledge as I did not know I had a full package. Please advise what I need to do to reconnect my package as I am not the one responsible for this mess. If I do not get any positive feedback I will have no other option but to seek help with the consumer ombudsman.
Please advise

Mrs Shanaaz Cupido

I would like to report the bad, incompetent service I received from DSTV call centre.

It all started on the 3rd of December 2020 when I tried to switch off my DSTV for the month that I will go on leave. This started a whole heap of mistakes, incompetent actions and feedback from DSTV.

Just to name a few :

• My DSTV was never switched off.
• On my short return on the 18th I reported this to DSTV. The call centre agent then cancelled my DSTV membership and informed me that I would have to send a mail to get a credit on my December instalment.
• Above actions caused me a lot of problems! On my return (2 January) I could not activate my DSTV account.
• It took 9 phone calls and in total almost 3 hours on the phone just to get my explora decoder to work 100%, with all functions activated again.
• My PVR decoder is still not working.
• I was informed by the call centre yesterday that the delay was caused by previous call centre agents not escalating my calls and basically "not doing their job" .
To add to my frustrations :
• I had two calls that was disconnected, with no call backs.
• I asked on three different calls for the call centre manager to phone me. I'm still waiting for that call.
• A call centre assistant phoned me yesterday and said she would phone me back yesterday after all was sorted out. I'm still waiting for the follow up call…
• On one of my very frustrated calls to the call centre, I was put on hold for almost 10 minutes! This fuels a already big fire. My understanding is that your company policy is to not leave a caller on hold for longer that a minute or two…?
• I was informed yesterday that my call on the 3rd of December was logged only as a duel view issue. I find this very concerning and would like to see accountability for call centre agents not doing their job.
• On one of my calls the agent refused to give me a reference number until the end of the call. This was after two of my calls were "cut" without getting a reference number…

I am including the reference numbers, but unfortunately only started asking after a lot of wasted calls.

[protected]/i488
[protected]/i496
[protected]/i503
[protected]/i505

If possible, please follow up on all my calls for feedback and accountability.

Thank you for your time, and looking forward to your feedback.

For example. Mamelodi sundowns played orlando pirates on saturday dated 02 january 2020, bloemfontein celtics played maritzburg united and I am writing this complain on the 03 january 2020 at 23:10 and still there is nothing on catch up and premier league already updated yesterday games yesterday and todays games are also updated. Please give us a better service on mzansi.

I have been a client of multichoice dstv for 20 plus years and recently encountered payment problems resulting in a cut of transmissions after consultation with call centre i was advised to pay r1607.00 with next payment on 17jan2020 the payment was made but after a few days service interrupted again, then switched on again and now switched of again .Isent an e mail to dstv with no response can you please help i will be making the next payment on 17 january account detail
j a strydom
id [protected]
61 sunny road benoni
tel no [protected]

thanks

I have tried in vain to have a decoder changed into my name and am having no help! From multichoice since receiving an email 8 days ago with reference 2714434 I have had no further correspondence. When I call [protected] I am told there is nothing they can do as the documents I have sent through are not on the system. Perhaps posting this complaint here and on hellopeter may get some response so that I may watch dstv again, or perhaps cancelling my subscription that I have had for over 20 years would be my next best option. I am totally frustrated and disgusted at your level or rather lack of level of service.

Auto response
Hi there,

Thanks for getting in touch with the dstv help team. We're here to help with all queries related to dstv. Your query has been logged and your reference number is [protected].
Given the current coronavirus situation, we are putting precautionary measures in place to protect our staff. As a result we will be rotating and down-scaling our contact center staff to minimize contact and travel risks. These measures may result in delays in our ability to service you. You can in the meantime use dstv.co.za, our social media platforms, the dstv app or whatsapp us on [protected] to do the following:
Check balance, make payments, up/downgrade, clear errors, manage holiday home and more
Thank you
Dstv

Query can't wait? Next time contact us in the following ways:
Self service: dial *120*68584# on your cellphone or login to the website on www.dstv.com
Social media: facebook or twitter, 7am - 11pm everyday.

Good day,

Please do change of ownership for decoder.

Regards,

Good day

I wanna file a complaint about one of your incompetent installers. We've been cut out of watching TV because your installer came to my house to install a new explora for us only for him to realize he had someone's else decoder. He said to us he has to go back and change the decoder (which was Wednesday and today its Friday) we've been waiting on him the whole week to come and finish the installation. We spoke in the morning this past few days he keeps promising to come and finish the installation but later when he doesn't pitch up he even decides to not pick up our calls. We've been waiting without any TV the whole week he disconnected our old dstv till today we are still waiting for him to come with the new decoder and what's worse is that he decides to not answer our calls and never gets back to us. His name is Kenny his phone numbers are [protected]. Please get this resolves as we cannot spend the whole month without watching TV and get billed for it. I have left 15 missed calls on his phone.

You guys are just ripping us by showi g us same all boring repeat shows like we don't pay. I so hope what happened to telkom happens to dstv cos you seem to not listen and take advantage and wanna learn the hard way and your same shows sucks and bore like hell I just can't wait to see you fall apart in future you scammers make me sick like hell

have been in constant contact with multi choice regarding my account .

In November last year I have taken the price lock compact package on a R499 a month deal.

In October I have spoken to Kuvesan and I was advised I was allowed to upgrade to the premium package for 2 months then downgrade back to the compact package .

At the end of November I have downgraded back to the compact package however I was advised my debit amount will be R609 which is incorrect

If I am on a price lock how did I move from R499 pm to R609 pm?

I then spoke to a guy by the name of Isaac Tembo which he then told me multichoice did not give me my discounts and I was paying for all my usages separately.

He then did advise me that he reversed the debit order and I will then be debited at R499 which never materialised and I was debited R609.

I then spoke to Amanda( a manager), Xhanti and another lady last week who gave me your details.

I am absolutely disgusted with the service I am receiving from multichoice as I have spoken to 5 people and my matter is still not resolved .

My details are as follows:

Id: [protected]

Customer number: [protected]

Account number : [protected]

Please may I ask you kindly assist me urgently

I phoned 4 times and when ever they cant answer my question they simply cut me off after every time I stayed on the line with my cell phone for more than 10 minutes. This is un exeptable.
The insurance replaced my decoder now I must pay r100.00 more without my being informed or knowing about this as I payed insurance all these years and I destingkly asked, do I have to pay more. The mail that they sent me confirmed this free of charge and price increase. I normally pay r850.00 a month and I paid r1700.00 in november for november and december and still need to pay r391.4 to reconnect my service. By not communicate extra fees or cost is fraud by just adding it to your account

Since the new CEO came in things have gone feom bad to worse! 4get about self-service when the poir agents start complaining about how disempowering their IT system is - they look like the bad guys whe everything nust now be referred to the technical team. More than us getting such appalling service for the simplest of things like pairing decoders/ getting one's PVR back, I feel frovthese frontliners we curse and shout at and yet the big fat cats are not enabling and empowering them. CRIMINAL!
MY brother long left this nonsense of a company but my 19vyear old needs the sport

We get charged for a Indian Subscription on my holiday home encoder. Phone a few times with no success. The invoice for last month, November, we were told that the indian subscription will be credited but was not done. My holiday home is actually a weekend home that we use from Friday night to Sunday morning. A few weeks ago as you were updating your system we scheduled a disconnect but the encoder stayed on for the whole week. This month my invoice shows R1353.00 payable on the 1 1 2021. Which cannot be right

Why is there two dstv account on my name and now my account is almost 2000rd please help sort this out so I can't pay the write amount please and my name is colin marinus [protected] can you please look in to my problem I try to fne dstv but they put me on hold you can find me on [protected] please sort out I dont understand the balance is 2000rd p