Dstv CatchUp Error with no help from Customer Services.
My Dstv CatchUp has disappeared and it's been showing the message that it's not available in my country since Sunday. I called Dstv customer care on Monday and was told my matter will be escalated to the tech team. It's been days now and I haven't heard back from the tech team and all I received was an sms to rate the service. Why am I paying the Explora monthly fee if I can't even access CatchUp?
Helpful (0)
Replies (2)0
Replies (2)
DStv (MultiChoice)'s replyOfficial
27 Oct 2020, 21:41Hi Sibongile,
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
Best regards,
DStv (MultiChoice)'s reply27 Oct 2020, 21:41
Official
Hi Sibongile,
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
Best regards,
DStv (MultiChoice)'s replyOfficial
29 Oct 2020, 12:34Hi Sibongile,
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. We strive to provide the best possible customer service to our subscribers and we take this unfortunate experience very seriously.
Feedback like this allows us to improve were we might have dropped the ball.
We were unable to get hold of you telephonically.
The technical problem you are currently experiencing, could be due to various technical factors.
Check that all cables are securely connected.
Please check the signal strength with the steps below:
1. Press help button on remote control unit 2. Scroll down and park on "General Information" 3. Press arrow pointing to the right 4. Scroll down to turner status 5. Press arrow pointing right and park on turner 1, 2, and 3
Most importantly the Signal Strength must be between 80% to 90%, Signal Quality must be 100%. If strength is low, we suggest that the installer be called.
Please reset the decoder with the following steps:
· Press help button on remote control · Navigate to Setting · Scroll down to "System settings" · Press arrow pointing to the right · Scroll down to Reset Decoder Settings and press "ok" button · Scroll down to Reset to Factory Default.
After resetting the decoder:
Installation Wizard
Step 1 Language - English
Step 2 Satellite - IS20
Step 3 Quick Set Up or Manual Set Up.
Select Manual Set Up
LNB Type - Uni-Cable-- If you have are using on own Satellite Dish.
If you are living in a complex using a communal dish, kindly contact the body corporate of the residence.
If the error persists, we will then recommend you visit the nearest MultiChoice agency or branch to test the device free of charger. You will only be charged if the device has a technical fault.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. We strive to provide the best possible customer service to our subscribers and we take this unfortunate experience very seriously.
Feedback like this allows us to improve were we might have dropped the ball.
We were unable to get hold of you telephonically.
The technical problem you are currently experiencing, could be due to various technical factors.
Check that all cables are securely connected.
Please check the signal strength with the steps below:
1. Press help button on remote control unit 2. Scroll down and park on "General Information" 3. Press arrow pointing to the right 4. Scroll down to turner status 5. Press arrow pointing right and park on turner 1, 2, and 3
Most importantly the Signal Strength must be between 80% to 90%, Signal Quality must be 100%. If strength is low, we suggest that the installer be called.
Please reset the decoder with the following steps:
· Press help button on remote control · Navigate to Setting · Scroll down to "System settings" · Press arrow pointing to the right · Scroll down to Reset Decoder Settings and press "ok" button · Scroll down to Reset to Factory Default.
After resetting the decoder:
Installation Wizard
Step 1 Language - English
Step 2 Satellite - IS20
Step 3 Quick Set Up or Manual Set Up.
Select Manual Set Up
LNB Type - Uni-Cable-- If you have are using on own Satellite Dish.
If you are living in a complex using a communal dish, kindly contact the body corporate of the residence.
If the error persists, we will then recommend you visit the nearest MultiChoice agency or branch to test the device free of charger. You will only be charged if the device has a technical fault.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
Best regards,
DStv (MultiChoice)'s reply29 Oct 2020, 12:34
Official
Hi Sibongile,
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. We strive to provide the best possible customer service to our subscribers and we take this unfortunate experience very seriously.
Feedback like this allows us to improve were we might have dropped the ball.
We were unable to get hold of you telephonically.
The technical problem you are currently experiencing, could be due to various technical factors.
Check that all cables are securely connected.
Please check the signal strength with the steps below:
1. Press help button on remote control unit 2. Scroll down and park on "General Information" 3. Press arrow pointing to the right 4. Scroll down to turner status 5. Press arrow pointing right and park on turner 1, 2, and 3
Most importantly the Signal Strength must be between 80% to 90%, Signal Quality must be 100%. If strength is low, we suggest that the installer be called.
Please reset the decoder with the following steps:
· Press help button on remote control · Navigate to Setting · Scroll down to "System settings" · Press arrow pointing to the right · Scroll down to Reset Decoder Settings and press "ok" button · Scroll down to Reset to Factory Default.
After resetting the decoder:
Installation Wizard
Step 1 Language - English
Step 2 Satellite - IS20
Step 3 Quick Set Up or Manual Set Up.
Select Manual Set Up
LNB Type - Uni-Cable-- If you have are using on own Satellite Dish.
If you are living in a complex using a communal dish, kindly contact the body corporate of the residence.
If the error persists, we will then recommend you visit the nearest MultiChoice agency or branch to test the device free of charger. You will only be charged if the device has a technical fault.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Please accept our sincerest apologies in this regard.
Our intention is certainly not to provide a sub-standard service to our customers. We strive to provide the best possible customer service to our subscribers and we take this unfortunate experience very seriously.
Feedback like this allows us to improve were we might have dropped the ball.
We were unable to get hold of you telephonically.
The technical problem you are currently experiencing, could be due to various technical factors.
Check that all cables are securely connected.
Please check the signal strength with the steps below:
1. Press help button on remote control unit 2. Scroll down and park on "General Information" 3. Press arrow pointing to the right 4. Scroll down to turner status 5. Press arrow pointing right and park on turner 1, 2, and 3
Most importantly the Signal Strength must be between 80% to 90%, Signal Quality must be 100%. If strength is low, we suggest that the installer be called.
Please reset the decoder with the following steps:
· Press help button on remote control · Navigate to Setting · Scroll down to "System settings" · Press arrow pointing to the right · Scroll down to Reset Decoder Settings and press "ok" button · Scroll down to Reset to Factory Default.
After resetting the decoder:
Installation Wizard
Step 1 Language - English
Step 2 Satellite - IS20
Step 3 Quick Set Up or Manual Set Up.
Select Manual Set Up
LNB Type - Uni-Cable-- If you have are using on own Satellite Dish.
If you are living in a complex using a communal dish, kindly contact the body corporate of the residence.
If the error persists, we will then recommend you visit the nearest MultiChoice agency or branch to test the device free of charger. You will only be charged if the device has a technical fault.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
Best regards,