Showmax activation issues

I had to upgrade my DSTV Explorer because the old one was outdated and could not support Showmax anymore. On 2024/03/01 the installation of my Explora Ultra was done and we were able to watch DSTV but could not access Showmax.

At first, I received a message on my TV that I’m not subscribed, I need to subscribe, although I already had a Showmax account. When I accessed my Showmax app on my phone, I got the message that my DSTV account is already linked to another Showmax account. However, when I accessed MyDSTV app, it showed that Showmax is linked and active on my DSTV Premium package. I contacted DSTV and was more than an hour with them on the phone. They then referred me to Showmax, said that Showmax must assist me further. I was more than an hour with them on the phone too and then the man said that they can’t link it, I must contact DSTV. I explained to him that DSTV referred me to them because they said Showmax must do the linking, but he said no. I then started to chat on DSTV chat with their agents. The lady tried to assist me – once again we were more than an hour on the phone busy. She cancelled my Showmax and registered it again, but it still gave the same messages. The issue was not resolved. I was able to watch Showmax on my DSTV Stream.

Between the 2nd March 2024 and 14th March 2024 my husband and I tried several times to access Showmax and to activate it, but no success. Once again did I phone DSTV as well as Showmax and also chatted with them on the Live Chats, but still no one was able to assist me to resolve the problem. We discovered that Premier League was added to my Showmax account – which I didn’t requested and that I must pay for this service.

On the 14th March 2024 a friend assisted us. He could get the Showmax showing on my DSTV Stream and on my Showmax app, but then I received the message on my television that I’m only subscribed on a Mobi subscription, that I must watch it on my mobile phone.

I went to Multichoice on 2024/03/15 and Vanessa Sauti assisted me. We were more than 2 hours busy, but she was also unable to resolve the problem. She could remove the Premier League from my Showmax account. She also chatted with the Showmax Live Chat in order to try to solve the problem. It was then said that there is an issue with the link between DSTV and Showmax, this is the reason why I don’t receive the activation link email from Showmax. Showmax just said every time that we need to give it 30 min for the email to come through, but nothing came through. Showmax then said we must give it 48h. At the end I left there once again with nothing be resolved.

I went to Multichoice once again on 2024/03/18 and Phati Tsotsi assisted me. She was able to link my Showmax account to my DSTV account. She also tried to resolve this issue, chatted with Showmax on Live Chat – they also told her that we must wait for 30min for the activation email to come through, but nothing. She even tried to cancel my email address and to use another email address for the Showmax activation, but even this could not be processed. After app 2 hours, I once again had to leave without my activation problem resolved.

I tried to access my Showmax on my Showmax app later yesterday evening but got the message “Sorry we did not recognize either your username or password”. I’m not able to access my Showmax app anymore, but still can watch Showmax on my DSTV Stream.

This is now more than two weeks that I’m struggling to get my Showmax activation done. I tried everything from my side, I don’t know what to do more than this. I’m so frustrated and this is an infringement of my rights as a DSTV Premium subscriber. It’s just easy for DSTV and Showmax, all of them just pull up their shoulders and said that there is a problem, but they can’t do anything to resolve it. In the meantime, I must pay for a service that I don’t have – this is unacceptable. I insist that attention must be given to my Showmax activation problem, so that this issue can be resolved. Somewhere someone must be able to rectify this problem?! As I understand, am I not the only customer that has the Showmax activation problem.