ML
Masego L
1 reviews | Active since Mar 2024
07 Jan 2026, 07:21
Customer Has Zero Control Over Passwords
Customers are forced to use regenerated Wi-Fi passwords and are not allowed to set their own. These passwords consistently include characters that cannot be entered on a DStv remote, making it impossible to connect the decoder to the network.
There is also no option to manually change or type in a simpler password, so you are completely locked out of using certain devices .
This feels like a deliberately restrictive system that ignores real-world device compatibility. Extremely frustrating and not customer-friendly at all.
Helpful (0)
Replies (5)0
Replies (5)
Net Nine Nine's replyOfficial
07 Jan 2026, 08:03Hi Masego, we understand your frustration and sincerely apologise for the inconvenience this has caused. At present, Wi-Fi passwords are system-generated for security purposes and cannot be manually customised. We acknowledge that some special characters may not be compatible with certain devices, such as DStv remotes, which can make connecting challenging. Your feedback is valuable and has been noted, and we will share it with the relevant team for review as we work towards improving device compatibility and user experience. Thank you for bringing this to our attention.
Net Nine Nine's reply07 Jan 2026, 08:03
Official
Hi Masego, we understand your frustration and sincerely apologise for the inconvenience this has caused. At present, Wi-Fi passwords are system-generated for security purposes and cannot be manually customised. We acknowledge that some special characters may not be compatible with certain devices, such as DStv remotes, which can make connecting challenging. Your feedback is valuable and has been noted, and we will share it with the relevant team for review as we work towards improving device compatibility and user experience. Thank you for bringing this to our attention.
ML
Masego L's updateReviewer Update
07 Jan 2026, 08:24Thank you for the response.
If the restriction is truly due to security concerns, then a reasonable compromise would be to ensure that the system-generated passwords include special characters that are actually supported by common devices, such as the DStv remote (. , ?).
At the moment, the policy results in passwords that are secure but unusable for certain households, which defeats the purpose of providing a functional service.
Allowing either compatible special characters or limited customer control over password regeneration would resolve this issue without compromising security.
If the restriction is truly due to security concerns, then a reasonable compromise would be to ensure that the system-generated passwords include special characters that are actually supported by common devices, such as the DStv remote (. , ?).
At the moment, the policy results in passwords that are secure but unusable for certain households, which defeats the purpose of providing a functional service.
Allowing either compatible special characters or limited customer control over password regeneration would resolve this issue without compromising security.
ML
Masego L's update07 Jan 2026, 08:24
Reviewer Update
Thank you for the response.
If the restriction is truly due to security concerns, then a reasonable compromise would be to ensure that the system-generated passwords include special characters that are actually supported by common devices, such as the DStv remote (. , ?).
At the moment, the policy results in passwords that are secure but unusable for certain households, which defeats the purpose of providing a functional service.
Allowing either compatible special characters or limited customer control over password regeneration would resolve this issue without compromising security.
If the restriction is truly due to security concerns, then a reasonable compromise would be to ensure that the system-generated passwords include special characters that are actually supported by common devices, such as the DStv remote (. , ?).
At the moment, the policy results in passwords that are secure but unusable for certain households, which defeats the purpose of providing a functional service.
Allowing either compatible special characters or limited customer control over password regeneration would resolve this issue without compromising security.
Net Nine Nine's replyOfficial
07 Jan 2026, 08:42Thank you for raising this concern and for the practical suggestions provided. We understand your point and agree that while security remains a priority, usability across common household devices is equally important.Your feedback regarding the inclusion of device-compatible special characters, as well as the possibility of limited customer control over password regeneration, has been noted. We will share this with the relevant technical team for review and consideration as part of our ongoing efforts to improve the customer experience without compromising security.We appreciate your taking the time to highlight this matter and for your constructive input.
Net Nine Nine's reply07 Jan 2026, 08:42
Official
Thank you for raising this concern and for the practical suggestions provided. We understand your point and agree that while security remains a priority, usability across common household devices is equally important.Your feedback regarding the inclusion of device-compatible special characters, as well as the possibility of limited customer control over password regeneration, has been noted. We will share this with the relevant technical team for review and consideration as part of our ongoing efforts to improve the customer experience without compromising security.We appreciate your taking the time to highlight this matter and for your constructive input.
ML
Masego L's updateReviewer Update
07 Jan 2026, 10:21Since my original review, support reached out and helped resolve my problem. I learned that pressing ALT on the DStv remote brings up a full on‑screen keyboard, which allows the system‑generated Wi‑Fi password to be entered successfully.
Special thanks to Thato Matabo (call support) and Themba Manzi (technician onsite) for their excellent assistance, they made the experience much smoother.
While the system could be more intuitive or better documented, the support I received made all the difference.
Special thanks to Thato Matabo (call support) and Themba Manzi (technician onsite) for their excellent assistance, they made the experience much smoother.
While the system could be more intuitive or better documented, the support I received made all the difference.
ML
Masego L's update07 Jan 2026, 10:21
Reviewer Update
Since my original review, support reached out and helped resolve my problem. I learned that pressing ALT on the DStv remote brings up a full on‑screen keyboard, which allows the system‑generated Wi‑Fi password to be entered successfully.
Special thanks to Thato Matabo (call support) and Themba Manzi (technician onsite) for their excellent assistance, they made the experience much smoother.
While the system could be more intuitive or better documented, the support I received made all the difference.
Special thanks to Thato Matabo (call support) and Themba Manzi (technician onsite) for their excellent assistance, they made the experience much smoother.
While the system could be more intuitive or better documented, the support I received made all the difference.
Net Nine Nine's replyOfficial
07 Jan 2026, 10:34Thank you for updating your review and for sharing your experience. We’re glad to hear that our support team was able to assist and that the issue was resolved. Your feedback regarding the system usability and documentation is appreciated and will be shared with the relevant team for improvement.
We would also like to extend our sincere thanks to Thato Matabo from call support and Themba Manzi, our on-site technician, for their excellent assistance. We truly value your feedback and appreciate your patience and understanding.
We would also like to extend our sincere thanks to Thato Matabo from call support and Themba Manzi, our on-site technician, for their excellent assistance. We truly value your feedback and appreciate your patience and understanding.
Net Nine Nine's reply07 Jan 2026, 10:34
Official
Thank you for updating your review and for sharing your experience. We’re glad to hear that our support team was able to assist and that the issue was resolved. Your feedback regarding the system usability and documentation is appreciated and will be shared with the relevant team for improvement.
We would also like to extend our sincere thanks to Thato Matabo from call support and Themba Manzi, our on-site technician, for their excellent assistance. We truly value your feedback and appreciate your patience and understanding.
We would also like to extend our sincere thanks to Thato Matabo from call support and Themba Manzi, our on-site technician, for their excellent assistance. We truly value your feedback and appreciate your patience and understanding.