JM
Jo M
1 reviews | Active since Apr 2014
03 Feb 2016, 17:59
Catch up doesn't work
During December last year my catch-up and box office stopped working on my Decoder. I first paid a DSTV installer company to come out and have a look. They concluded that the decoder is damaged and that there is no issue with my setup at home(R500).<br> On Saturday (30 Jan) I took my decoder to mchoice office in centurion. After numerous tests I was informed that my decoder is damaged and that I need to buy a recondition decoder(R 600). New decoder was updated and I was told I can just plug it in and within 48 hours dstv catch up and box office will work again. By Tuesday dstv catch was still not working (box office works fine). I phoned multichoice pretoria office. After numerous numerous attempts I was informed that my decoder needs to be replaced.<br> <br> I informed the consultant that I'm not happy about this but I will go back again on saturday to get the decoder replaced. I also requested that I be refunded for the catch-up service, which I'm paying for but is not working. The consultant couldn't assist. Talk to manager also couldn't assist. Was promised someone will phone me today - no one phoned.<br> I'm not happy with having to go back, but willing to do so. I expect mchoice to also help
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Replies (1)
DStv (MultiChoice)'s replyOfficial
12 Feb 2016, 14:14Hello JoMulder,
Thank you for taking your time to contact us. We apologise for the delayed response and the inconvenience caused in this regard.
We truly appreciate the effort you make in resolving your query. Please note that the DStv Catch Up is a value added service offered to our customers and at no cost.
Regarding your DStv catch Up, it is likely that your decoder lost a setting when first being set up. If your DStv Explora has any personalised settings (including Network settings or ones for XtraView), please make sure you take down those settings and then follow these steps indicated below:
o Press the BLUE DStv button from the remote control.
o Go to Settings.
o Select System Settings.
o Select Reset Decoder Settings.
o Select Reset to Factory Default AND format hard drive (this will delete all recordings, all scheduled recordings, as well as BoxOffice movies).
o Please do not switch the decoder off for at least 15 minutes after this process has completed (this includes no reboots).
o Please re-enter any personalised settings and then check again after 6-12 hours and let us know if there are still no DStv Catch Up titles.
Thanks again for your invaluable support.
Kind regards
Dinah
Thank you for taking your time to contact us. We apologise for the delayed response and the inconvenience caused in this regard.
We truly appreciate the effort you make in resolving your query. Please note that the DStv Catch Up is a value added service offered to our customers and at no cost.
Regarding your DStv catch Up, it is likely that your decoder lost a setting when first being set up. If your DStv Explora has any personalised settings (including Network settings or ones for XtraView), please make sure you take down those settings and then follow these steps indicated below:
o Press the BLUE DStv button from the remote control.
o Go to Settings.
o Select System Settings.
o Select Reset Decoder Settings.
o Select Reset to Factory Default AND format hard drive (this will delete all recordings, all scheduled recordings, as well as BoxOffice movies).
o Please do not switch the decoder off for at least 15 minutes after this process has completed (this includes no reboots).
o Please re-enter any personalised settings and then check again after 6-12 hours and let us know if there are still no DStv Catch Up titles.
Thanks again for your invaluable support.
Kind regards
Dinah
Best regards,
DStv (MultiChoice)'s reply12 Feb 2016, 14:14
Official
Hello JoMulder,
Thank you for taking your time to contact us. We apologise for the delayed response and the inconvenience caused in this regard.
We truly appreciate the effort you make in resolving your query. Please note that the DStv Catch Up is a value added service offered to our customers and at no cost.
Regarding your DStv catch Up, it is likely that your decoder lost a setting when first being set up. If your DStv Explora has any personalised settings (including Network settings or ones for XtraView), please make sure you take down those settings and then follow these steps indicated below:
o Press the BLUE DStv button from the remote control.
o Go to Settings.
o Select System Settings.
o Select Reset Decoder Settings.
o Select Reset to Factory Default AND format hard drive (this will delete all recordings, all scheduled recordings, as well as BoxOffice movies).
o Please do not switch the decoder off for at least 15 minutes after this process has completed (this includes no reboots).
o Please re-enter any personalised settings and then check again after 6-12 hours and let us know if there are still no DStv Catch Up titles.
Thanks again for your invaluable support.
Kind regards
Dinah
Thank you for taking your time to contact us. We apologise for the delayed response and the inconvenience caused in this regard.
We truly appreciate the effort you make in resolving your query. Please note that the DStv Catch Up is a value added service offered to our customers and at no cost.
Regarding your DStv catch Up, it is likely that your decoder lost a setting when first being set up. If your DStv Explora has any personalised settings (including Network settings or ones for XtraView), please make sure you take down those settings and then follow these steps indicated below:
o Press the BLUE DStv button from the remote control.
o Go to Settings.
o Select System Settings.
o Select Reset Decoder Settings.
o Select Reset to Factory Default AND format hard drive (this will delete all recordings, all scheduled recordings, as well as BoxOffice movies).
o Please do not switch the decoder off for at least 15 minutes after this process has completed (this includes no reboots).
o Please re-enter any personalised settings and then check again after 6-12 hours and let us know if there are still no DStv Catch Up titles.
Thanks again for your invaluable support.
Kind regards
Dinah
Best regards,