CW
Craig W
1 reviews | Active since Apr 2013
22 Jun 2020, 12:46
DSTV *** as Usual
My Explora 1 decoder has been rebooting since early hours of this morning and has not stopped.
I tried the Self Service, WhatsApp Portal called in on *** No one can help
I have tried the steps below
DStv Explora decoders rebooting resolution
If you’re experiencing continuous reboots on your Explora, we have a fix for you. Your Explora hard drive needs to be formatted – below are the steps you need to follow.
Please note that you will lose all existing recordings, and your Catch Up and BoxOffice titles will have to load again. You’ll also need to reset all your scheduled recordings.
Please accept our apologies for this experience – we’re working on addressing the root cause.
DStv Explora hard drive format
1. Hold the POWER button on your remote down, till the front panel shows a blank screen
2. Then hold down the P+ button, until CODE appears on the front panel
3. Then press: P- (0 will appear on the front panel)
4. Then press P+ (01 will appear on the front panel)
5. Then P- again (010 will appear on the screen)
6. Then P+ again (0101 will appear on the screen)
7. A blinking HDDF will appear on the front panel of your Explora
8. Then press P+ to confirm (hold down for 5 seconds)
9. Do not interrupt the process until you see PASS displayed on the front panel
10. LOAD will appear on the front panel. Please wait for the process to complete which will take a few minutes
11. You’ll know it is done when your pictures starts playing again
12. Please check your playlist – if is is blank, then the formatting was successful. If it is not, then you need to do the steps again.
13. If successful, please remember that it will take at least 48-72 hours for your BoxOffice and Catch Up to populate again. Don’t forget to set your recordings again.
14. Enjoy your viewing
I cannot get to do a factory reset via the above nor via my remote as no picture is shown due to the decoder rebooting constantly.
With lockdown in place I am refusing to drive to a service centre as their could be a risk of infection that I may not be aware of for COVID-19. This is for my own safety and as outlined by our president
I need my decoder to work as I do not buy that they cannot reset it from their end. How then do you push updates to a decoder?
Decoder Serial Number P***. Smart Card Number ***. My account number is ***0.
If the decoder is faulty then they need to drop off a new decoder at my residence as I am insured. I cannot follow them if it is an issue with their faulty device that was working up until 11 pm last night when I went to bed
Regards
Craig Wentzel
Helpful (0)
Replies (3)0
Replies (3)
DStv (MultiChoice)'s replyOfficial
22 Jun 2020, 12:53Hi Craig,
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
DStv (MultiChoice)'s reply22 Jun 2020, 12:53
Official
Hi Craig,
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
DStv (MultiChoice)'s replyOfficial
22 Jun 2020, 22:03Hi Craig,
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 were unable to get hold of you telephonically, when we tried to contact you earlier.
Technical devices do malfunction from time to time and we try to assist with all trouble shooting steps. If all the efforts are exhausted the next step is for you to take the decoder to the service center.
We operate under strict measures, at our service centers to combat the spread of the corona virus. The premises are constantly sanitized, desks and work station used by our staff are sanitized, and we use limited staff on rotational shifts to ensure social distancing is adhered to.
The constant rebooting of the decoder may indicate a technical malfunction and to diagnose this you do need to visit the agency for assistance.
Please be assured of our best service and intentions at all times.
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 were unable to get hold of you telephonically, when we tried to contact you earlier.
Technical devices do malfunction from time to time and we try to assist with all trouble shooting steps. If all the efforts are exhausted the next step is for you to take the decoder to the service center.
We operate under strict measures, at our service centers to combat the spread of the corona virus. The premises are constantly sanitized, desks and work station used by our staff are sanitized, and we use limited staff on rotational shifts to ensure social distancing is adhered to.
The constant rebooting of the decoder may indicate a technical malfunction and to diagnose this you do need to visit the agency for assistance.
Please be assured of our best service and intentions at all times.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
DStv (MultiChoice)'s reply22 Jun 2020, 22:03
Official
Hi Craig,
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 were unable to get hold of you telephonically, when we tried to contact you earlier.
Technical devices do malfunction from time to time and we try to assist with all trouble shooting steps. If all the efforts are exhausted the next step is for you to take the decoder to the service center.
We operate under strict measures, at our service centers to combat the spread of the corona virus. The premises are constantly sanitized, desks and work station used by our staff are sanitized, and we use limited staff on rotational shifts to ensure social distancing is adhered to.
The constant rebooting of the decoder may indicate a technical malfunction and to diagnose this you do need to visit the agency for assistance.
Please be assured of our best service and intentions at all times.
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 were unable to get hold of you telephonically, when we tried to contact you earlier.
Technical devices do malfunction from time to time and we try to assist with all trouble shooting steps. If all the efforts are exhausted the next step is for you to take the decoder to the service center.
We operate under strict measures, at our service centers to combat the spread of the corona virus. The premises are constantly sanitized, desks and work station used by our staff are sanitized, and we use limited staff on rotational shifts to ensure social distancing is adhered to.
The constant rebooting of the decoder may indicate a technical malfunction and to diagnose this you do need to visit the agency for assistance.
Please be assured of our best service and intentions at all times.
Should you require further assistance, please do not hesitate to contact us send us an email at ***.
Kind regards,
DStv: Hello Peter Team.
CW
Craig W's updateReviewer Update
22 Jun 2020, 23:34Hi DSTV
With you it is always a case of we cannot do or we tried contacting you.
If I check my phone there was no missed call listed today as my phone has been on the whole day and I had my phone with me on my desk.
The last call in my call log is the call I made to DSTV on *** at 12:32 this afternoon.
So which ever number you tried was wrong and I did not get your call.
Only other thing I can think of is possible cell phone reception in the house may have been weak hence not receiving your call. I do find it odd that Vodacom did not send a missed call notification nor do I see an actual missed call. (Please prove that you did call)
So apart from lying and embarrassing yourselves.
I eventually Googled and tried a Reset of the Decoder from the P+ and P- buttons.
Using the Article on my Broadband, I then fixed the issue by doing a format of my hard drive.
Once again I lose movies and recordings due to DSTV not actually giving a **** for a Premium Subscriber. The second time in a year that I had to reformat the Explora 1 due to reboot issues.
I do still suspect its your updates or some software configuration you have not figured out at all.
I pay R939 for non existent service, for the client must make an effort. Our contact centre is filled with absolute incompetence and all this for nearly a R1000.
I pay R170 for Netflix and I have no issues, better quality of series, movies and an actual service that is worth more than your offering of numerous John Wick Repeats.
I am sorry I was without DSTV for 2 months and I had a much better viewing experience watching All Seasons of Breaking Bad and Ozark. Up to date relevant content and no glitches.
So I am considering to once again switch off DSTV for good and also find an alternate way to stream Cricket, Rugby and Football as you clearly do not value me or the millions of South Africans as clients.
So please look out for my cancellation in the near future.
I will reconsider this if you can provide the following:
If according to your agents, my decoder is faulty, then you can deliver a New Explora 3 Unit.
I am covered by Insurance, you can offset the cost it retails for R799, which is less than what I paid for the Explora 1. I battle to understand how they arrive at the decoder is faulty, but they have not even diagnosed correctly as they told me they can only reset errors.
So how do they arrive at a faulty decoder? If your agents has tested the decoder and not just say the decoder is faulty
Please provide a full technical report of diagnostics done on my Explora 1Decoder
Details are below of the decoder:
Decoder Serial Number P***.
Smart Card Number ***.
My account number is ***0
I am not willing to go to your offices as I do not know who has been exposed to Corona.
I can understand you take precautions but family of mine eventually caught the virus despite taking precaution. It is not worth a risk riding to N1 City from where I stay and then having to stand for ages in a queue to fix a basically obsolete decoder and then die from Corona because Multi Choice could not improvise or use grey matter to actually deliver Premium Service to a Premium Client.
It is always I am sorry I cannot help, or we sorry you must bring the decoder in or We are sorry we tried contacting you but there is no record of a call.
It would actually make sense to swop out the Decoder with a new one. 2 Reasons
1. I can actually not go through multiple reboots a day for R939 a month
2. The Explora 1 is legacy and I foresee more issue ahead, hence nip the problem now and fix it
So please find a resolution to the above to keep me as a customer, and I will see if I will consider staying connected. The only reason for sticking with you is, you monopolize the market so much other competitors cannot air any of the Sport and this is the only reason why I stay with you for absolute ****.
Regards
Craig Wentzel
With you it is always a case of we cannot do or we tried contacting you.
If I check my phone there was no missed call listed today as my phone has been on the whole day and I had my phone with me on my desk.
The last call in my call log is the call I made to DSTV on *** at 12:32 this afternoon.
So which ever number you tried was wrong and I did not get your call.
Only other thing I can think of is possible cell phone reception in the house may have been weak hence not receiving your call. I do find it odd that Vodacom did not send a missed call notification nor do I see an actual missed call. (Please prove that you did call)
So apart from lying and embarrassing yourselves.
I eventually Googled and tried a Reset of the Decoder from the P+ and P- buttons.
Using the Article on my Broadband, I then fixed the issue by doing a format of my hard drive.
Once again I lose movies and recordings due to DSTV not actually giving a **** for a Premium Subscriber. The second time in a year that I had to reformat the Explora 1 due to reboot issues.
I do still suspect its your updates or some software configuration you have not figured out at all.
I pay R939 for non existent service, for the client must make an effort. Our contact centre is filled with absolute incompetence and all this for nearly a R1000.
I pay R170 for Netflix and I have no issues, better quality of series, movies and an actual service that is worth more than your offering of numerous John Wick Repeats.
I am sorry I was without DSTV for 2 months and I had a much better viewing experience watching All Seasons of Breaking Bad and Ozark. Up to date relevant content and no glitches.
So I am considering to once again switch off DSTV for good and also find an alternate way to stream Cricket, Rugby and Football as you clearly do not value me or the millions of South Africans as clients.
So please look out for my cancellation in the near future.
I will reconsider this if you can provide the following:
If according to your agents, my decoder is faulty, then you can deliver a New Explora 3 Unit.
I am covered by Insurance, you can offset the cost it retails for R799, which is less than what I paid for the Explora 1. I battle to understand how they arrive at the decoder is faulty, but they have not even diagnosed correctly as they told me they can only reset errors.
So how do they arrive at a faulty decoder? If your agents has tested the decoder and not just say the decoder is faulty
Please provide a full technical report of diagnostics done on my Explora 1Decoder
Details are below of the decoder:
Decoder Serial Number P***.
Smart Card Number ***.
My account number is ***0
I am not willing to go to your offices as I do not know who has been exposed to Corona.
I can understand you take precautions but family of mine eventually caught the virus despite taking precaution. It is not worth a risk riding to N1 City from where I stay and then having to stand for ages in a queue to fix a basically obsolete decoder and then die from Corona because Multi Choice could not improvise or use grey matter to actually deliver Premium Service to a Premium Client.
It is always I am sorry I cannot help, or we sorry you must bring the decoder in or We are sorry we tried contacting you but there is no record of a call.
It would actually make sense to swop out the Decoder with a new one. 2 Reasons
1. I can actually not go through multiple reboots a day for R939 a month
2. The Explora 1 is legacy and I foresee more issue ahead, hence nip the problem now and fix it
So please find a resolution to the above to keep me as a customer, and I will see if I will consider staying connected. The only reason for sticking with you is, you monopolize the market so much other competitors cannot air any of the Sport and this is the only reason why I stay with you for absolute ****.
Regards
Craig Wentzel
CW
Craig W's update22 Jun 2020, 23:34
Reviewer Update
Hi DSTV
With you it is always a case of we cannot do or we tried contacting you.
If I check my phone there was no missed call listed today as my phone has been on the whole day and I had my phone with me on my desk.
The last call in my call log is the call I made to DSTV on *** at 12:32 this afternoon.
So which ever number you tried was wrong and I did not get your call.
Only other thing I can think of is possible cell phone reception in the house may have been weak hence not receiving your call. I do find it odd that Vodacom did not send a missed call notification nor do I see an actual missed call. (Please prove that you did call)
So apart from lying and embarrassing yourselves.
I eventually Googled and tried a Reset of the Decoder from the P+ and P- buttons.
Using the Article on my Broadband, I then fixed the issue by doing a format of my hard drive.
Once again I lose movies and recordings due to DSTV not actually giving a **** for a Premium Subscriber. The second time in a year that I had to reformat the Explora 1 due to reboot issues.
I do still suspect its your updates or some software configuration you have not figured out at all.
I pay R939 for non existent service, for the client must make an effort. Our contact centre is filled with absolute incompetence and all this for nearly a R1000.
I pay R170 for Netflix and I have no issues, better quality of series, movies and an actual service that is worth more than your offering of numerous John Wick Repeats.
I am sorry I was without DSTV for 2 months and I had a much better viewing experience watching All Seasons of Breaking Bad and Ozark. Up to date relevant content and no glitches.
So I am considering to once again switch off DSTV for good and also find an alternate way to stream Cricket, Rugby and Football as you clearly do not value me or the millions of South Africans as clients.
So please look out for my cancellation in the near future.
I will reconsider this if you can provide the following:
If according to your agents, my decoder is faulty, then you can deliver a New Explora 3 Unit.
I am covered by Insurance, you can offset the cost it retails for R799, which is less than what I paid for the Explora 1. I battle to understand how they arrive at the decoder is faulty, but they have not even diagnosed correctly as they told me they can only reset errors.
So how do they arrive at a faulty decoder? If your agents has tested the decoder and not just say the decoder is faulty
Please provide a full technical report of diagnostics done on my Explora 1Decoder
Details are below of the decoder:
Decoder Serial Number P***.
Smart Card Number ***.
My account number is ***0
I am not willing to go to your offices as I do not know who has been exposed to Corona.
I can understand you take precautions but family of mine eventually caught the virus despite taking precaution. It is not worth a risk riding to N1 City from where I stay and then having to stand for ages in a queue to fix a basically obsolete decoder and then die from Corona because Multi Choice could not improvise or use grey matter to actually deliver Premium Service to a Premium Client.
It is always I am sorry I cannot help, or we sorry you must bring the decoder in or We are sorry we tried contacting you but there is no record of a call.
It would actually make sense to swop out the Decoder with a new one. 2 Reasons
1. I can actually not go through multiple reboots a day for R939 a month
2. The Explora 1 is legacy and I foresee more issue ahead, hence nip the problem now and fix it
So please find a resolution to the above to keep me as a customer, and I will see if I will consider staying connected. The only reason for sticking with you is, you monopolize the market so much other competitors cannot air any of the Sport and this is the only reason why I stay with you for absolute ****.
Regards
Craig Wentzel
With you it is always a case of we cannot do or we tried contacting you.
If I check my phone there was no missed call listed today as my phone has been on the whole day and I had my phone with me on my desk.
The last call in my call log is the call I made to DSTV on *** at 12:32 this afternoon.
So which ever number you tried was wrong and I did not get your call.
Only other thing I can think of is possible cell phone reception in the house may have been weak hence not receiving your call. I do find it odd that Vodacom did not send a missed call notification nor do I see an actual missed call. (Please prove that you did call)
So apart from lying and embarrassing yourselves.
I eventually Googled and tried a Reset of the Decoder from the P+ and P- buttons.
Using the Article on my Broadband, I then fixed the issue by doing a format of my hard drive.
Once again I lose movies and recordings due to DSTV not actually giving a **** for a Premium Subscriber. The second time in a year that I had to reformat the Explora 1 due to reboot issues.
I do still suspect its your updates or some software configuration you have not figured out at all.
I pay R939 for non existent service, for the client must make an effort. Our contact centre is filled with absolute incompetence and all this for nearly a R1000.
I pay R170 for Netflix and I have no issues, better quality of series, movies and an actual service that is worth more than your offering of numerous John Wick Repeats.
I am sorry I was without DSTV for 2 months and I had a much better viewing experience watching All Seasons of Breaking Bad and Ozark. Up to date relevant content and no glitches.
So I am considering to once again switch off DSTV for good and also find an alternate way to stream Cricket, Rugby and Football as you clearly do not value me or the millions of South Africans as clients.
So please look out for my cancellation in the near future.
I will reconsider this if you can provide the following:
If according to your agents, my decoder is faulty, then you can deliver a New Explora 3 Unit.
I am covered by Insurance, you can offset the cost it retails for R799, which is less than what I paid for the Explora 1. I battle to understand how they arrive at the decoder is faulty, but they have not even diagnosed correctly as they told me they can only reset errors.
So how do they arrive at a faulty decoder? If your agents has tested the decoder and not just say the decoder is faulty
Please provide a full technical report of diagnostics done on my Explora 1Decoder
Details are below of the decoder:
Decoder Serial Number P***.
Smart Card Number ***.
My account number is ***0
I am not willing to go to your offices as I do not know who has been exposed to Corona.
I can understand you take precautions but family of mine eventually caught the virus despite taking precaution. It is not worth a risk riding to N1 City from where I stay and then having to stand for ages in a queue to fix a basically obsolete decoder and then die from Corona because Multi Choice could not improvise or use grey matter to actually deliver Premium Service to a Premium Client.
It is always I am sorry I cannot help, or we sorry you must bring the decoder in or We are sorry we tried contacting you but there is no record of a call.
It would actually make sense to swop out the Decoder with a new one. 2 Reasons
1. I can actually not go through multiple reboots a day for R939 a month
2. The Explora 1 is legacy and I foresee more issue ahead, hence nip the problem now and fix it
So please find a resolution to the above to keep me as a customer, and I will see if I will consider staying connected. The only reason for sticking with you is, you monopolize the market so much other competitors cannot air any of the Sport and this is the only reason why I stay with you for absolute ****.
Regards
Craig Wentzel