1 reviews | Active since Aug 2017
LETTER TO DSTV POOR SERVICE
n Wed, 12 Aug at 11:30 AM , F VAN DER WESTHUIZEN <***> wrote:
Attach find my complaint. Yesterday, when I called the client service centre, I was given the email address *** to lodge a complaint. I tried it, but apparently it doesn't exist. Please forward it to them or give me the right email address.
Fransina vd Westhuizen ---------- Forwarded message --------- From: Driena Van Der Westhuizen <***> Date: Wed, Aug 12, 2020 at 10:59 AM Subject: POOR SERVICE : CUSTOMER NUMBER ***1 To: <***>
Good day I am so mad, that I don't even want to hear the name MULTICHOICE OR DSTV!
I have a premier package with dstv, but I have so many problems with my account I have a debit order on my account which I thought will help me that my service will be available at all the time, but now it happen every few weeks that I don't have PVR functions. Every time I need to call the client service centre and it is costing me money every single time. I need to keep on the line from 5 minutes till 30 minutes every time. I need to call a landline, because the cell number is not available anymore. Isn't it enough that I pay DSTV alot of money every month for a service that is not even active all the time? * At first when I phoned the client service rep. told me I can fix this error myself on the dstv app. I cannot do it there. * The next time the client service rep told me I can fix the error on the whatsapp nr. I tried - I cannot do it. * One day the rep told me that he was very sorry because of the error, but it is because of a glitch in the system.....what is that? * Sometimes when I phone the rep will tell me that I owe Multichoice R6.49 (like on the past Monday) . I need to pay it first then they will activate the function. How is it possible that my service is deactivated for R6.49 (an error made by DSTV, because I have a debit order), but I am paying promptly every month R1000 to DSTV? Every 2 weeks we go to our Holiday Home and I do a switch from the Friday untill the Monday, but on Sunday morning I need to phone DSTV, because then the service is stopped!!! Then the client service rep will tell me that I cannot activate the service for 1 day at a time. How is this possible? Three weeks back on the Sunday morning the extra view didn't work. When I phone, the rep told me I need to get a DSTV consultant to have a look at our connection. The problem must be there. I left it just like that and the next weekend when we came at the holiday home, the extra view was working perfectly.
The are alot more incidents. You can have a look on my ID or customer nr how many times I have called the client service centre and every time it is costing me more and more money, although I already paid my service fee every month.
After every call I get a sms from DSTV asking me to rate the service I got and every single time I complete the survey with only 1'S. Never any one called me or contacted me to ask why I am so dissatisfied, but on the sms it states...DSTV relies on your feedback to hulp improve their service. WHAT A JOKE!!
Monday, I wanted to put this complaints on HelloPeter ,but I saw there were already several complaint lodged earlier that day and it seems that there are many more clients like me that don't get the service we are paying for. So I decided to take this road and see if I get any response from DSTV.
I want to leave DSTV, but what then. Where must I go, but I think you already know South Africans dont have any other way if they want to watch tv and that is why the service from Multichoice/DSTV are so poor.
Fransina van der Weshuizen Cell nr *** ***1:986130
About 2 months ago we started experiencing problems with the extra view at our holiday home. When I switch it on the one day it wil work fine and the next day it shows that it has no connection with the primary decoder. Every time I phoned DSTV it will be a different response to why the decoder didn't work and several time I was told that there is something wrong with the connections and I need to get a cable guy to come and fix the problem or the decoder is faulty and I have to take it to a service centre, just to find that it will word perfectly the next time we went to our holiday home.Then during the last week of September I had it and called a cable guy, who didn't find anything wrong with the connections. He saw that there was another problem...the last time there was a pulse sent from DSTV was in August 2020 and that was the reason why the decoder was not functioning properly. He called DSTV, a pulse was sent and everything was working!Then came 16 October. I had people staying in my holiday home and I couldn't get the extra view to work. I called DSTV and the lady said that she cant help me, but will call her supervisor. She put me on hold and after 10 min nobody came back to me. I ended the call and nothing was done... no extra view for my tenders. On the 23 of October we went to our holiday home. I tried reconnecting my service on the dstv app and on whatsapp, but couldn't get it to work. On whatsapp I followed the instructions to reconnect the service at my holiday home, but got this message: Something has gone wrong while trying to check for your residential decoder(so that I can continue to help you switch service to you holiday home decoder). I didn't asked for a switch, I asked for a reconnection!! I had to phone DSTV again.The primary decoder was switched on and was working fine, but again the extra view couldn't be connected. Again I was put on hold, because a supervisor needed to be called. After 6 min she told me that there is a system problem and that it was escalated to the technicians. The service will be working within 1 hour.The service was not fixed and later that evening I called again. The guy that answered the phone told me that there was no extra view decoder linked to my account. He will link it.At 11h the next day I had to call again. The extra view was working, but the PVR function on my primary decoder was not working. We could watch dstv, but we couldn't forward, rewind, watch catchup etc. The guy told me that the PVR function was not active. I asked him why it was not active, because it worked in the past. He told me that I stopped the PVR function on the 26 of Sept. What the @#%%!!! I didn't stop anything.! He activated it. I could forward, rewind, but still no catch up and then the time and date on my primary decoder changed to 9 Sept 2020!! I am so fed-up, fed-up!!!!Later that evening there was an E16 error on my extra view. I couldn't fix it on the dstv app, because the decoder showed inactive! The next morning I calle DSTV again and now the lady said there is no decoder on the system for my extraview. The only decoder is the primary decoder! I had to give her the smartcard number so that she could register the decoder. What the @#%&*!I don't want to use DSTV any more!!! I am going to get a heart attack, because of your poor service!!!]Did you know that there is no way to reconnect my extra view on whatsapp or the dstv app, if it was not done by the consultant?I have people in my holiday home during December and January, who are paying me a lot of money every day and I cannot give them this poooooor service!!! I am putting this on the internet. I can't think that it is only me that is suffering like this with your poor service delivery! I hope there will be somebody that can introduce me to something or someone else with the better service delivery!Fransina van der Westhuizen
About 2 months ago we started experiencing problems with the extra view at our holiday home. When I switch it on the one day it wil work fine and the next day it shows that it has no connection with the primary decoder. Every time I phoned DSTV it will be a different response to why the decoder didn't work and several time I was told that there is something wrong with the connections and I need to get a cable guy to come and fix the problem or the decoder is faulty and I have to take it to a service centre, just to find that it will word perfectly the next time we went to our holiday home.Then during the last week of September I had it and called a cable guy, who didn't find anything wrong with the connections. He saw that there was another problem...the last time there was a pulse sent from DSTV was in August 2020 and that was the reason why the decoder was not functioning properly. He called DSTV, a pulse was sent and everything was working!Then came 16 October. I had people staying in my holiday home and I couldn't get the extra view to work. I called DSTV and the lady said that she cant help me, but will call her supervisor. She put me on hold and after 10 min nobody came back to me. I ended the call and nothing was done... no extra view for my tenders. On the 23 of October we went to our holiday home. I tried reconnecting my service on the dstv app and on whatsapp, but couldn't get it to work. On whatsapp I followed the instructions to reconnect the service at my holiday home, but got this message: Something has gone wrong while trying to check for your residential decoder(so that I can continue to help you switch service to you holiday home decoder). I didn't asked for a switch, I asked for a reconnection!! I had to phone DSTV again.The primary decoder was switched on and was working fine, but again the extra view couldn't be connected. Again I was put on hold, because a supervisor needed to be called. After 6 min she told me that there is a system problem and that it was escalated to the technicians. The service will be working within 1 hour.The service was not fixed and later that evening I called again. The guy that answered the phone told me that there was no extra view decoder linked to my account. He will link it.At 11h the next day I had to call again. The extra view was working, but the PVR function on my primary decoder was not working. We could watch dstv, but we couldn't forward, rewind, watch catchup etc. The guy told me that the PVR function was not active. I asked him why it was not active, because it worked in the past. He told me that I stopped the PVR function on the 26 of Sept. What the @#%%!!! I didn't stop anything.! He activated it. I could forward, rewind, but still no catch up and then the time and date on my primary decoder changed to 9 Sept 2020!! I am so fed-up, fed-up!!!!Later that evening there was an E16 error on my extra view. I couldn't fix it on the dstv app, because the decoder showed inactive! The next morning I calle DSTV again and now the lady said there is no decoder on the system for my extraview. The only decoder is the primary decoder! I had to give her the smartcard number so that she could register the decoder. What the @#%&*!I don't want to use DSTV any more!!! I am going to get a heart attack, because of your poor service!!!]Did you know that there is no way to reconnect my extra view on whatsapp or the dstv app, if it was not done by the consultant?I have people in my holiday home during December and January, who are paying me a lot of money every day and I cannot give them this poooooor service!!! I am putting this on the internet. I can't think that it is only me that is suffering like this with your poor service delivery! I hope there will be somebody that can introduce me to something or someone else with the better service delivery!Fransina van der Westhuizen
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