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Deon O

1 reviews | Active since Aug 2024

10 Sept 2024, 13:10

DStv (MultiChoice) Ultra Decoders

I have contacted DSTv several times via live chat without a satisfactory response. I am experiencing problems with the Disney+ app on my DSTV decoder Explora (Ultra) with some movies and episodes it gives me a PL-3016 error code. I spoke to Disney a few months ago and they said it is a common problem with clients using the Disney+ app on the DSTV decoder. It is very frustrating, is MultiChoice aware of this and when will it be resolved? A search on Mybroadband and Hello Peter indicates several customers are experiencing the same problem. I am now paying the Disney subscription for several months without the luxury of watching it on my TV (I can watch on my laptop). On 8 August 2024, DSTv would have escalated the problem and advised that I should enquire within the 48 hour turnaround time. Today I contacted them again and were advised that DSTv is taking this problem seriously and requested that I come back again within the 48 hour period. How frustrating..

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Replies (3)
DStv (MultiChoice)
DStv (MultiChoice)'s reply10 Sept 2024, 13:15
Official
Hi Deon Oosthuizen, 

Thank you for bringing your concern to our attention. We are currently investigating the issue and will provide feedback as soon as possible. 

Kind regards, 
DStv: Hello Peter Team

Best regards,

DO
Deon O's update17 Sept 2024, 10:50
Reviewer Update
I eventually got hold of DSTv on Messenger and got the following response, so I will enquire again within a month or two
From Dstv.... Hi there
Our team and Disney team have setup a staging environment to replicate the issue and have managed to see this it on some assets as well. They’re actively working with Disney team to analyze the failures observed. An update will be provided once available. Please advise the customer that we are aware of the issue.
Regards
~CLA
DO
Deon O's update10 Oct 2024, 11:53
Reviewer Update
I received a phone call from Disney+ and they assured me that they are working on the problem. They confirmed the episodes of the series that I received the PL 3016 error. After an hour or so I tried these episodes again and walla everything is streaming just fine via the Disney App on the Dstv ultra decoder. Thanks to Disney and the DSTV team exellent service. This was apperantly a problem experienced only by a few DsTV customers