DSTV CATCH UP

Below is a trail of correspondence regarding my dissatisfaction regarding DStv Catch up and my questions are not being answered. I also require the details of the Ombudsman and despite asking three times, no response.

Correspondence: We have gotten feedback from our decoder support team. In essence the reason why you are not getting some Catch Up titles is because you have an SD PVR. Catch Up content contained in an Explora and content which is contained in the SD PVR is not the same. SD PVR decoders have very little Catch Up titles as opposed to the Explora and this is mainly due to the space of the SD PVR which is only 8 mb. Our network has grown significantly. This means that we are now giving customers a lot more features than we did in the past and the SD PVR is not coping. We've made available trade-in options for customers with SD PVRs to remedy the situation. You can trade in your SD PVR for a brand new Explora. Please follow the link to learn more http://campaigns.dstv.com/explora/sd-pvr-trade-in/?utm_source=seeded%20search&utm_medium=topic%20page&ut#_ga=2. ********** 66. ********** 061. ********** ********** 380350. ********** 859 …. ~PSN Report this message sent 23 hours ago from DStv Care Delete this message sent 23 hours ago from DStv Care 23h 23 hours ago

Should you require further information, please let us know when it would be a convenient time to call you. ~PSN Report this message sent 23 hours ago from DStv Care Delete this message sent 23 hours ago from DStv Care DStv Care Please complete a 30 second survey to help us improve the service you have received from the DStv Twitter team. Report this message sent 23 hours ago from DStv Care Delete this message sent 23 hours ago from DStv Care 23h 23 hours ago

Grant Thiel Hi Thank you for your response however please revert to me on the following: 1. In the past I received rugby highlights- I am not getting these at all now. Why? There are other international sporting highlights coming through- for e.g. the SA game between SA and Senegal. Why am I able to view this but no rugby at all- about seven international games this last weekend and not one is downloaded on my device!! 3. I have a dual view now, why should I have to pay extra in terms of you "trade-in options" when I have a dual device already? 4. I am paying exactly the same subs as others on Explora, why am I being prejudiced because I have existing equipment which allowed me in the past to view all your sporting highlights? 5. At no stage was I ever informed about this change; why did I have to find out about this by having to contact you- surely you should have contacted me? Please can you respond to the above; if you are unable to do so, please send me the details of your Ombudsman so I can develop the matter with them. Thanks. You are welcome to contact me on my cell now. Regards Grant Delete this message sent 20 hours ago from Grant Thiel 20h 20 hours ago

You sent feedback to DStv Care. You chose very dissatisfied.

DStv Care Catch Up content contained in an Explora and content which is contained in the SD PVR is not the same. SD PVR decoders have very little Catch Up titles as opposed to the Explora and this is mainly due to the space of the SD PVR which is only 8 mb. We are currently broadcasting content in HD and the SD PVR does not allow you to receive HD content. The SD PVR has been phased. There is a satellite migration meaning some of their decoders will in the long run not receive signal. Unfortunately, we do need to update our technology.~AMN Report this message sent 19 hours ago from DStv Care Delete this message sent 19 hours ago from DStv Care 19h 19 hours ago

Grant Thiel Hi AMN Clearly you have not read my mail: I received the highlights packages before; I pay the same subs as those who are now receiving more highlights packages than I am; Soccer games are on the highlights packages- why are there no rugby highlights- an 8 minute highlight package will take up the same memory space; The fact that you broadcast in HD and update your technology is not my issue, I am paying the same subs and should receive the same benefits; Lastly, your mail is the epitome of Corporate Arrogance- you have not greeted me in your response or apologised for any inconvenience caused. It's either take it or leave it. Please send me your Ombudsmans details so I may develop.the matter further. I look forward to hearing from you. Regards Grant Delete this message sent 18 hours ago from Grant Thiel 18h 18 hours ago Sent

DStv Care There is no new software for the SDPVR. Our network has grown significantly. This means that we are now giving customers a lot more channels than we did in the past. With the limited memory (only 8mb) these PVR Decoders are not coping as the memory is more stressed. In order to keep the channels available for customers, we need to refresh millions of smartcards on a daily basis. Given the increased memory usage along with the number of smartcard messages that need to be processed, we are finding that these decoders are now starting to fail in coping with the load and are therefore rebooting. Unfortunately we no longer have support for these decoder models and there will be no further software updates.~AMN Report this message sent 17 hours ago from DStv Care Delete this message sent 17 hours ago from DStv Care 17h 17 hours ago

Grant Thiel Hi AMN As requested previously, please send me details of your Ombudsman. Thank you. Regards Grant Delete this message sent 17 hours ago from Grant Thiel 17h 17 hours ago Sent