1 reviews | Active since Aug 2013
Bad decoder upgrade experience and questions about DSTV services
I upgraded my PvR decoder to 2 Explora Ultra decoders with XtraView on 16 September 2022 and I would have to say it was the worst experiences I have ever had with MultiChoice ever. Where to start? Firstly, the call center agent was unable to activate the 2 new Explora decoders when the installer contacted her. However, when I tried on the DSTV website I managed to get the primary decoder activated and link DSTV premium to it using the MyDSTV interface. I then used the same interface to deactivate the original PvR decoder by selecting “Manage” on the PvR decoder and then selecting “Disconnect Packages” on the menu options. I received a “request successful” message. I then managed to get an agent on the DSTV website help chat. He then managed to enable the second decoder and set it up as an XtraView child. Not trusting the website’s deactivation functionality, I also requested that he also send in a cancellation request for the original PvR decoder which he prompt did and informed me the cancellation request was sent successfully and the decoder will be deactivated on the end of September 2022. Now it sounds like its all good right? No its not. I logged in on 2 October 2022 to make sure the original PvR decoder has been cancelled and guess what? It was still active there on my profile and I am still paying a subscription for it. Again I turned to the DSTV website and the help chat to find out what was going on. The agent informed me that the original PvR decoder was still active on my account. She checked on the system and found the original cancellation requests and then proceeded to file another cancellation request and credit my account. The issue here is not that situation was resolved, but rather the experience to upgrade your DSTV decoder. Was this due to the Multichoice computer systems or human error from the person who had to process the cancellation requests? Who knows, but my upgrading experience was bad. When I deactivate a decoder on your system it should deactivate it immediately so I can see it has been done.
I have been a MultiChoice customer for quite a few years now. In a world where I can select the movie I want to watch when I want to watch it on Netflix, why can’t I select which DSTV channels I would like to pay for? Why can’t I get a list of all movies in your DSTV movie archive and select which one I want to watch and then it gets automatically downloaded to my decoder similar to BoxOffice? Give me actual meaningful choices MultiChoice, you have the interface to do that. Why do I have to plug my decoder into my home internet connection to get its full functionality when I have a direct satellite link to my decoder?
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards,
DStv: Hello Peter Team
We acknowledge receiving your complaint and we are attending to it. Feedback will be communicated as soon as possible.
Kind regards,
DStv: Hello Peter Team
Thank you very much for assisting with the first part, I really appreciate it. Now what about the second part? DSTV really needs to have a look at functionality like this. In a world of choices, MultiChoice seem to have rather limited choices. I case you are unclear to which part I was referring here it is again:
"I have been a MultiChoice customer for quite a few years now. In a world where I can select the movie I want to watch when I want to watch it on Netflix, why can’t I select which DSTV channels I would like to pay for? Why can’t I get a list of all movies in your DSTV movie archive and select which one I want to watch and then it gets automatically downloaded to my decoder similar to BoxOffice? Give me actual meaningful choices MultiChoice, you have the interface to do that. Why do I have to plug my decoder into my home internet connection to get its full functionality when I have a direct satellite link to my decoder?"
Kind regards
Michal Otto
Thank you very much for assisting with the first part, I really appreciate it. Now what about the second part? DSTV really needs to have a look at functionality like this. In a world of choices, MultiChoice seem to have rather limited choices. I case you are unclear to which part I was referring here it is again:
"I have been a MultiChoice customer for quite a few years now. In a world where I can select the movie I want to watch when I want to watch it on Netflix, why can’t I select which DSTV channels I would like to pay for? Why can’t I get a list of all movies in your DSTV movie archive and select which one I want to watch and then it gets automatically downloaded to my decoder similar to BoxOffice? Give me actual meaningful choices MultiChoice, you have the interface to do that. Why do I have to plug my decoder into my home internet connection to get its full functionality when I have a direct satellite link to my decoder?"
Kind regards
Michal Otto