I cannot stream

DStv NOW inbox process simply does not work other than to hid the terrible experience customers have to endure. I have had to deal with 3 agents in the middle of each conversation on the same issue, without leaving my desk. Each time I have to start with the story all over again with a new agent. The agents do not seem to have any view of one's previous comments and so you have to start all over. At no time do you know if the agent is still attending to you. They just go quietly and are replaced by another. they cannot commit to whens.

I am going to try and help DStv Now isolate the cause of this issue based on my experience:

1) We used to be able to operate up to 4 devices concurrently. I know because I was running 4 devices concurrently. This feature was removed on the 24 Nov 2019 with that release of DSTV Now. My problems then started early in Dec 2019. Until then it was perfect for years.

2) I contacted @DSTV Now, but no one could provide a solution. I was able to bypass this issue by running on a RSA VPN.

3) This month @DSTV Now stopped the use of a VPN or a proxy. So I switched off my VPN and voila...the issue recorded in 1 above returned, which tells me at had never been fixed.

4) I removed all my registered devices, bar one. The error still pops up. Sometimes it works for a few hours. Sometimes only for a few minutes.

I suspect the problems emerged with the @DSTV Now release in Nov 2019 because that is when my problems started.

I would suggest @DSTV NOW get a senior executive DSTV Now involved.

1) No amount of rebooting, clearing cache or re-installing the app will fix a back-end problem. It says it is a 403 error and any IT guy will tell you that is a server side security issue. It is not a client front-end device issue.

2) The 403 error starts making sense because the Nov 2019 release, actually restricted the number of concurrent devices from 4 to 2. And please do not tell us this restriction was always there because I had 4 TV's running concurrently until Nov 2019.

3) The fix is actually simple. It only requires collaboration. Showmax works 100%. Get the Showmax IT guy to replicate what he did at Showmax with @DSTV Now.

I am willing to assist and help @DSTV Now test this and get it fixed. I helped in the early days, when the buffering was so bad and would be willing to assist again as a user who only streams in this home (I have a 2nd home with an installed decoder).

It takes huge effort to complain and so when customers do, it is because there really is nothing more left to do. To replace agents in the middle of the chat is highly unprofessional and only serves to frustrate clients to no end. I had to start all over with 3 agents explaining the story. 80% of those frustrated clients just give up. That does not mean the issue is resolved. Some can simply revert back to using their decoder only, but in my case it is not an option, unless I travel to my 2nd home.

Finally, I think @DSTV NOW needs to cross the decoder divide and embrace streaming. @DSTV NOW's global strength on the streaming side, is live SPORT. They need to focus on SPORT and leave the content to Showmax et al. Even if they do not, customers are choosing to do that. They can save millions cutting the content on @DSTV Now and leaving customers with Showmax.

I am staying public on this and not going to inbox. The experience sucks!!! I am happy that @DSTV NOW call me on my mobile. I want one person dealing with this problem until we have a solution.