DSTV Support Horror Story - TAKE YOUR MONEY ELSEWHERE

DSTV appears to be as *********** as ever, while trying to maintain the facade of moving into the future, and competing with companies like Netflix. Please read the following very carefully if you are considering signing up to a DSTV Premium package, because of add ons like DSTV Now and Showmax. Also note that I have detailed records and screenshots of all the chats described below. If anyone wants access I would be happy to share (with private info redacted) so you can all get a feel for how much (or rather little) DSTV cares about their customers.

A big factor in our family's decision to get a DSTV Premium package was DSTV Now and Showmax. The idea was that even though we only have two decoders (i.e. two simultaneous viewers) we can have some family members use DSTV Now and Showmax, so everyone is happy watching their own programs at the same time.

Up until now, this has generally worked well, despite the content DSTV has being very lacking. On the 30th of April, all our DSTV Now logins suddenly stopped working properly. We only have access to "local" content and are prompted to "Link My DSTV Account". I found this quite odd, as we went through the painstaking process of setting everything up a year ago.

I reached out to their call centre, but was redirected to their online chat facility, as this is apparently the only support body able to assist with DSTV Now - go figure. Since such time I have contacted DSTV via the online chat almost every day to try and ascertain what the problem is. I have been met with nothing but sheer incompetence.

On the first day I reached out, I was told there is a "technical issue" linking my account and that the issue has been sent to a technical team. I was told that I could expect a turnaround time of 24 to 48 hours. I asked how I should follow up, and was told to reach out via chat. When I asked for a reference number, the consultant abruptly ended the chat. At this point I started thinking something strange was going on. So I decided to reach out again, this time I was asked which devices we use. I gave them the specific devices and models, and was told to "clear the browser cache" and that this should resolve the issue across all devices. This is utter nonsense, as one of the devices is an Android TV box, and as a Software Developer by profession, I assure you that the browser cache of a laptop has nothing to do with the app installed on an Android based device. What is DSTV trying to pull here?

I reached out again on the 4th of May, and was told the query was never escalated to the technical team and that it would be re-escalated. I was given a reference number this time at least, so it looked like progress - boy was I wrong. I tried following up on the 5th, and was just ignored, no support staff responded to any of my messages.

I reached out again on the 6th, this time the chat was ended after I apparently didn't respond for too long, even though the consultant only responded to my initial query after 50 minutes. On the 7th I tried again, this time it looked like I got in touch with a consultant that knew what she was doing. She asked for my reference number, which I happily provided. She didn't use the reference number, and instead started asking the same questions the previous consultants had. I was again told that the issue would be escalated to the technical team, and to expect a turnaround time of 24 to 48 hours. Apparently, it was due to a "system error" on their side. I asked for a reference number, to which she responded with "The reference number should appear at the end of this chat. ". Obviously I was not happy with this, as I had not received any reference numbers at the end of the chat from any of my previous enquiries. Only the one reference number DURING the chat. I asked for her to email me the reference number once she has it - which she actually did.

Using this reference number I checked back on the 8th, and was asked when the issue was escalated. I provided the full context and how many times I had been told the issue had been escalated. I even reiterated the reference number. The consultant responded with "I have prioritized the escalation on my end, it should be resolved soon." At this point I no longer have any faith in what DSTV says.

I reached out again on the 11th, and this time was told the following: "I understand your frustration. Yes it was , however now it has been sent to a direct superior of the technical team." Hmmm starting to see a pattern here? On the 12th I was "hung up" on by another consultant after not having rep**** for too long. This time interestingly, the chat service didn't make any sound while I was in another tab. Once again, this is very very strange behaviour for a support application. After starting another chat, I was met with completely rude messages like "Hello?????" and "Please respond to my above question" even though I had already explained the issue and provided a reference number.

After looking into my issue, the consultant told me the following: "Hey Christian,please note that your escalation has not being resolved". So now the support agents can't speak english? What on earth is going on at DSTV? At this point I was fed up, and threatened taking the issue public on Hello Peter. Magically, the service started working the following day, for around 3 hours. And then the same thing happened all over again.

I will be posting a condensed version of this issue, as I know not everyone will read this long review. I do think people need to be informed as to what companies they give their money to and how their patronage is "supported". I will be advising all friends and family to cancel their subscriptions, and will not recommend this company in the future.

So I have highlighted the incompetence of DSTV's support infrastructure, and their utter lack of customer care in the above paragraphs. Now let me highlight the incompetence of their so-called technical department. I am a Software Engineer, that is part of a small team responsible for multiple enterprise banking applications throughout the US. We have NEVER and I mean NEVER taken over two weeks to resolve an issue as simple as linking two accounts. How on earth does a company the size of DSTV explain taking this long with such an insignificant technical issue. And if they claim the issue is significant, I don't even want to know how terribly their systems are implemented.

Save your R900 a month, and get a combination of Netflix, Hulu, Prime Video, and Apple TV + for less than half your DSTV Subscription. Now I have to figure out who in their right mind would buy a second hand Explora.