RT
Renata T

1 reviews | Active since Nov 2018

06 Jan 2022, 12:06

I CAN'T TAKE IT ANYMORE AND I WANT TO TERMINATE THIS PATHETIC SERVICE!!!

I am highly irritated by DSTV call center agents and DSTV accredited installers incompetence. I have been a DSTV Premium customer since 2006 and now I actually wish to TERMINATE MY SERVICE as I feel that I can't keep on paying very high monthly charges for such a pathetic and *********** service. On Sunday the 2nd of January my secondary Dstv Explora decoder stopped working and kept saying loading, then it would load the picture, start working and after few minutes it would switch off and restart again and so on. I called DSTV support and I they did not managed to solve the issue, therefore I took the Explora to DSTV walk-in center in Randburg and they have replaced my Explora with a new one, since I have an insurance for all 3 of my decoders. I came back home, connected the decoder as usual and got the message: No communication from primary decoder and to call Multichoice accredited installer for assistance. I called DSTV support again and when the lady didn't managed to solve the issue, she advised me to call the installer. Therefore my husband called accredited installer on ***, Prince and at 15:30 two technicians arrived at my home and started trying to solve the problem. After a while of going back and forth between the primary and secondary decoders, they looked like were just guessing where the problem might be and they did not look nor felt knowledgeable about what they were doing. The picture on the secondary decoder eventually came back but they said that they must replace 48 meters of a heartbeat antenna cable from primary to secondary decoder, as it would lose the picture again in 15 to 20min time if they don't do it. I thought that this was not necessary as everything worked fine the day before, but they said it was absolutely necessary as I would lose the picture again if they don't do it, so they went with replacing the cable. Thereafter the things started getting worse, as I lost picture on my third decoder, then they managed to fix this issue, then I lost the picture on the TV in my bedroom and kitchen, then they went back in the roof saying that they might have cut one of the cables by mistake, so they have reconnected it again and the tv in the kitchen started working but the bedroom one still didn't. Thereafter they said that my bedroom tv antenna cable must be replaced, so they replaced it, but the picture hasn't came back. Then they went to the primary decoder and reconnected some of the cables, then they rescanned the channels and the picture finally came back on all my TV. My whole Sunday went wasted on trying to solve the issue with my DSTV, the installers left my house at 20:28 in the evening and charged me R.2.979.00. I have the invoice and I can show it to who ever wish to see it. This is not the first time I have issue with the DSTV and every time I have to end up calling the technician, it cost me lots of money and time and this happens at least once a year. Anyway once they left everything worked until yesterday, (Wednesday) evening, when I lost the picture again on my bedroom TV and my secondary Explora decoder kept saying waiting for the communication from the primary decoder, E143-4. My husband and I called the DSTV support center at 20:28 and the guy tried clearing the error but did not managed, then he made us go back and forth between the 2 decoders and made us do different things, to try and fix the issue. Then he asked us to re-scan all the channel on the secondary decoder and he has put us on hold, while we were waiting for the decoder to finish scanning the cannels. The decoder finished the scan and picture didn't came back and now my primary decoder picture started going on and off. We kept waiting on the call for another 20 minutes, but the call center guy left us on hold with the music and never got back to us and after 47:55 minutes at 21:16 the line just went down. We were just left down and very frustrated by the DSTV yet again, we switched off the tv and went to sleep. Currently I don't have the picture on any on my TV, on my Primary and Secondary decoders. I have never complained before but now I JUST CAN NOT CONTINUE LIKE THIS ANYMORE AND I HAD ENOUGH OF DSTV!!! I will complain on every platform that exist about this and we will advise every person we know to stay away from the DSTV and to get Netflix and Showmax rather, as I never had an issue with them and I already have monthly subscriptions, which are much cheaper than the DSTV. Honestly what I watch the most are the movies, me and my husband do not watch or follow any sport channels, so I want DSTV to give me one good reason to why I would continue to pay these kind of amounts for this kind of bad service on all the levels!!!

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Replies (1)
DStv (MultiChoice)
DStv (MultiChoice)'s reply06 Jan 2022, 13:08
Official
Hi  Renata Tedesco

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