WF
Warwick F
1 reviews | Active since Jan 2010
12 Oct 2016, 08:17
Unable to clear error
<p>I had 2 dstv packages at two different locations. 1 Explora with premium & 1 HDPVR with compact & extra view. As I’m renovating at the 1 location I disconnected the premium and Explora. Last night I called in to have the compact package moved to my explora and make the HDPVR my extra view decoder. It took roughly 16min via the call centre as the self help option did not allow me to do this. However, it got done and all was working perfectly. This morning I wake up to put on cartoons for my little one and the extra view decoder (HDPVR) is not getting any channels with an E16-4 error. I call in again (at my cost from my mobile phone) speak to a consultant who runs from pillar to post, keeping me on the line for 20min only to tell me in needs to now be escalated to another business unit. Why when it was working perfectly less than 12 hours ago? Since Friday 7 October I’ve contacted DSTV multiple times and spent 45min in total (at my cost) and I’m still trying to get a picture on my HDPVR. They offer a self help menu that wastes more time than actually helping, still end up calling in. Such poor technical service from such a huge corporation that is supposed to be at the forefront of innovation and technological advancement in its industry. What a disappointment!</p>
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Replies (3)
DStv (MultiChoice)'s replyOfficial
12 Oct 2016, 08:26Dear Warwick
We acknowledge receiving your enquiry. Feedback will be provided as soon as possible.
Regards
MultiChoice Team
Best regards,
DStv (MultiChoice)'s reply12 Oct 2016, 08:26
Official
Dear Warwick
We acknowledge receiving your enquiry. Feedback will be provided as soon as possible.
Regards
MultiChoice Team
Best regards,
DStv (MultiChoice)'s replyOfficial
12 Oct 2016, 12:35Good day Warwick
It was not possible to get hold of you today and discuss your query telephonically.
We would like to apologise for the trouble you had experienced with us recently.
Please be aware that our technical team is working tirelessly to resolve this issue. Kindly follow the steps listed below to fix the technical issue immediately. It is important that we bring to your attention that with this fix you will lose all your recordings. Your Catch Up and BoxOffice titles will need to load again (this could take 2-3 days) and you’ll also need to reset your scheduled recordings.
Please follow these steps, if your DStv Explora is constantly rebooting. Option 1: Reformat Instructions - How to format your DStv Explora’s hard drive:
1. Hold the POWER button on your decoder down, till the front panel shows a blank screen
2. Then hold down the P+ button, until CODE appears on the front panel.
3. Then press: P- (0 will appear on the front panel)
4. Then press P+ (01 will appear on the front panel)
5. Then P- again (010 will appear on the screen)
6. Then P+ again (0101 will appear on the screen)
7. A blinking HDDF will appear on the front panel of your Explora
8. Then press P+ to confirm (hold down for 5 seconds)
9. Do not interrupt the process until you see PASS displayed on the front panel
10. LOAD will appear on the front panel. Please wait for the process to complete which will take a few minutes
11. You’ll know it is done when your pictures starts playing again
12. Please check your playlist – if is blank, then the formatting was successful. If it is not, then you need to do the steps again.
13. If successful, please remember that it will take at least 48-72 hours for your BoxOffice and Catch Up to populate again. Don’t forget to set your recordings
Please always share your feedback with us, this is how we keep learning and improving our service.
Best regards
Dinah
Best regards,
DStv (MultiChoice)'s reply12 Oct 2016, 12:35
Official
Good day Warwick
It was not possible to get hold of you today and discuss your query telephonically.
We would like to apologise for the trouble you had experienced with us recently.
Please be aware that our technical team is working tirelessly to resolve this issue. Kindly follow the steps listed below to fix the technical issue immediately. It is important that we bring to your attention that with this fix you will lose all your recordings. Your Catch Up and BoxOffice titles will need to load again (this could take 2-3 days) and you’ll also need to reset your scheduled recordings.
Please follow these steps, if your DStv Explora is constantly rebooting. Option 1: Reformat Instructions - How to format your DStv Explora’s hard drive:
1. Hold the POWER button on your decoder down, till the front panel shows a blank screen
2. Then hold down the P+ button, until CODE appears on the front panel.
3. Then press: P- (0 will appear on the front panel)
4. Then press P+ (01 will appear on the front panel)
5. Then P- again (010 will appear on the screen)
6. Then P+ again (0101 will appear on the screen)
7. A blinking HDDF will appear on the front panel of your Explora
8. Then press P+ to confirm (hold down for 5 seconds)
9. Do not interrupt the process until you see PASS displayed on the front panel
10. LOAD will appear on the front panel. Please wait for the process to complete which will take a few minutes
11. You’ll know it is done when your pictures starts playing again
12. Please check your playlist – if is blank, then the formatting was successful. If it is not, then you need to do the steps again.
13. If successful, please remember that it will take at least 48-72 hours for your BoxOffice and Catch Up to populate again. Don’t forget to set your recordings
Please always share your feedback with us, this is how we keep learning and improving our service.
Best regards
Dinah
Best regards,
WF
Warwick F's updateReviewer Update
13 Oct 2016, 09:02Hi Dinah, thanks for your feedback but it is not the correct advice. Did you manage to look into my account to see what was happening? I guess not. I spent 30 minutes yesterday at the walk in centre in Cape Town. The consultant that assisted advised that instead of my two decoders being linked via extra view, it had two seperate packages loaded - go figure. And the reason for the E-16 Error is because the one decoder now had an overdue payment. So thank you to Phateka from your walk in centre who actually too the time to understand and investigate my query (as long as it took), she managed to correct the issue and successfully link my explorand hdp avr on extra view and made sure it was working before I left he desk. So big ups to Phateka who displayed exceptional customer service and technical s****s - to the rest of your staff that I've dealt with regarding this issue, make sure you make an appointment with Phateka to go an learn a few things regarding the products you represent.
WF
Warwick F's update13 Oct 2016, 09:02
Reviewer Update
Hi Dinah, thanks for your feedback but it is not the correct advice. Did you manage to look into my account to see what was happening? I guess not. I spent 30 minutes yesterday at the walk in centre in Cape Town. The consultant that assisted advised that instead of my two decoders being linked via extra view, it had two seperate packages loaded - go figure. And the reason for the E-16 Error is because the one decoder now had an overdue payment. So thank you to Phateka from your walk in centre who actually too the time to understand and investigate my query (as long as it took), she managed to correct the issue and successfully link my explorand hdp avr on extra view and made sure it was working before I left he desk. So big ups to Phateka who displayed exceptional customer service and technical s****s - to the rest of your staff that I've dealt with regarding this issue, make sure you make an appointment with Phateka to go an learn a few things regarding the products you represent.