MultiChoice Africa / DSTV
reviews and complaints

I was called Nov and told about DSTV explora black Friday special and I will only be paying R499 for 12 months and I accepted the offer. This was Nov. Come Dec R604 was deducted from my account did not dispute because I thought maybe it is contract fee or something because normally when you take things on contract 1st month. You will charged pro rata fee. Jan the same thing, I then called the call Centre and spoke to at least 4 people. 2 promised to call me back and they did not. They told me abt a fee for R72 which I did not agree to. They advised the fee will be canceled. Feb again R560 debited. I agreed to R499 and will be so happy if the debit amount to corrected and charged the amount I agreed to which is R499 and be re funded. I will not call the Centre because they are not helpful. Can I be debited R499 come March please.

I used Mr-dstv.co.za in Centurion on 20 Dec 2020. They advertise that they are Multichoice and DSTV accredited on their website (https://www.mr-dstv.co.za/) and whatsapp. I was charged R1400 to fix the problem and replace the smart LNB. When I asked for the broken LNB I got an old LNB which I later found out was not a smart LNB and could not have been mine. The same problem occurred on 31 Jan 2021. Chris and Wayne? came and replaced the LNB again and advised me to change the explora. I was charged R1050. I contacted them on 02 Feb 2021 to say that the problem still exist, they promised to come out but never came. On 03 Feb I got another supplier to fix the problem. I found out that the lNB they said you removed on 20 Dec is not a smart LNB so it can not be mine which means they never changed the LNB. The LNB they said they replaced sunday 31 Jan 2020 has a hole in it and looks old. The other technician confirms that it could not have been fitted recently. It cost me another R1100 to fix the problem they never did. I contacted them several times on cell [protected] to discuss the matter and every time they brush me off. I can therefore only conclude that they knowingly defrauded me of R2450.

I applied for explorer 3 on price lock deal. Upon finalizing the deal on the 10th of February I was informed that an installer has been booked for the 18th February at 14:00. I took an afternoon off at work so that I can be at home when the installer comes in. The installer didnt pitch and when I called to your call centre to request the contact details of the installer that you delivered the decoder to, the consultant could not provide me with those details as they dont appear on her system, how is possible that you can make a booking for your prefered installer and not be able to provide me with his contact details. The consultants could only provide me name not the contact number of which in this intance having a name does not assist me in anyway. Your installer has the decoder it was delivered to him that part was confirmed. This is an incovenience to me. Now I have to take time off from work again when the installer decide to call me. The decency to call and cancell the appointment or inform me that the installation will not be done today could have been better than this. This is totally unacceptable. Based on this inconvenience causes by your installer by the name of "Bradly" I therefore request that you deliver the decoder to my house address or I collect it myself from your warehouse and get me someone else to do the job.

I have sent an email to help@dstv.com, I contacted the live chat all they say is that they have escallated the matter to price lock team and that they team will call me and up to now no one has contacted me. This is really frustrating.

Called dstv on 27 January 2021 spoke to Boitumelo masipa @ 14:00, which I asked her about replacing my pvr with a newer version, she gave me information and said an agent would contact me 12 -24hrs. I never received any calls so I called again on 12 February 2021 and spoke to Zwelihle zwane @ 10:22 am telling him I'm still waiting for an agent to get back to me, he said he escalated the matter and cannot understand why anyone hasn't contacted me.
Well today is the 16 February 2021 14:02 pm still no calls from the agents.
Absolutely disappointing

I have been trying to sign up for an account, so I no longer have access to my Otp sending numbers and email ...I tried taping on "live chat" and it doesn't work ..
I would really like it if you could clear my Otp sending information and add my new number so that I can get an Otp (one time password)
I have been trying it for a long time now and now it tells me that my OTP limit is reached

Request a refund on 9 February as my subscription was duplicated and my service disconnected and after more than a days calls to them had my service connected On the 12th they still went ahead and collected the increased / incorrect amount from my account Being over a weekend I contacted them on the 15th and after numerous attempts must still hear Sorry sir for the inconvenience but we can not assist you I am H P Blomerus ID [protected]

I have not been assisted by consultants at dstv today 30/01/2021 about my reconnection i was finally asked to pay R174 extra then i paid the amount which had a lot of questions...but still not reconnected i emailed all relevant documents but still not reconnected.

An unhappy customer
Please help

Good Day

Since 2020 round about November I have been charged an extra R132.10 for the compact package which is normally R494 a month, we were not informed about any price increase .
Multi choice is a total rip off as we pay so much for movies that was made when I was not even born as yet, secondly they play one movie ten times a month, most of us is facing financial difficulties and they over charge us for the same crap they play day in and day out.
Why can they not play the movies that comes from the circuit at the cinema once it expires.
Fees must fall cause we paying for crap channels and old black and white movies, eg ( James Bond 007) come on, who still watches that nonsense

Despite numerous calls the past three weeks to apply for the DSTV Price Lock and Upgrade decoder from DSTV Explora to DSTV Ultra, I have not yet received any call backs from Multichoice to assist me with this application. The call center either tell you they will forward the request to the relevant department (Price Lock) and that someone will return my call within 24-42 hrs, or they will fast track my request in order to move me higher up in the queue. Up and till today I had no response from Multichoice. I've been a loyal customer since DSTV came to South Africa. Never cancelled or suspend my subscriptions for almost 32 years and this is the type of service that you get from Multichoice.

I had numerous enquiries through calling and social media Facebook trying to resolve this issue:
The consultants assisting with this issue were very disappointing. Not going an extra mile, just doing a bare minimum.

Please communication trail below.

DStv
Typically replies within an hour
Product/Service
12/26/20, 2:45 PM
You sent December 26, 2020 at 2:45 PM
As discussed in the comments section. Id no [protected].

I have an issue with box office. I can rent a movie, but I can't watch. Apparently, this is because by box office account is linked the old decoder.
Nonetheless, I'm very disappointed with the call centre agents that I have been in contact with. Aside from spending hours on the calls, with my own airtime and being put on hold, transferred from one consultant to the other, promises to call back etc. My enquire or issue has not been sorted. Can I get someone to swiftly assist resolve this.

DStv sent December 26, 2020 at 2:45 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.

DStv sent December 26, 2020 at 2:59 PM
Hey Allen,

It is with regret that we learn of the frustration and inconvenience you have experienced with our service. Providing customers with unsatisfactory service is not in line with our ethics. Please accept our sincerest apologies in this regard.
Kindly advise if you are accessing box office on the decoder or online. ~NNM
You sent December 26, 2020 at 3:04 PM
Thank you for understanding. I'm using a decoder.
You sent December 26, 2020 at 3:07 PM
I also got charged for a renting attempt. Which I asked to be reversed, but I received no confirmation this.

DStv sent December 26, 2020 at 3:20 PM
Kindly confirm which decoder are you accessing Box office from. Decoder A303575242 - [protected] or A100385488 - [protected].

~NNM
You sent December 26, 2020 at 4:15 PM
A3-[protected]

DStv sent December 26, 2020 at 4:34 PM
Please send us the following details:
1. Initials and Surname
2.ID/passport number
3. Decoder number
4.Physical address
~VA
You sent December 26, 2020 at 4:56 PM
AN Ndlovu
[protected]
Address 4150 Greenwell's Glory street Albertsdal Alberton
You sent December 26, 2020 at 4:58 PM
You sent December 26, 2020 at 4:59 PM
Let me know if this will suffice.

DStv sent December 26, 2020 at 5:29 PM
Please send the smartcard number that you want your Box office to be linked with. ~VA
You sent December 26, 2020 at 6:05 PM
[protected]
You sent December 26, 2020 at 6:07 PM
[protected]

DStv sent December 26, 2020 at 6:10 PM
The system shows that you have had successfully rented on this decoder [protected]. ~KN
You sent December 26, 2020 at 6:27 PM
Please read my message trail properly. I don't have a problem with renting a movie . The problem is, after renting the movie, there is no "watch movie" option showing. The only available options on the box office rented movie are 1. Rent movie, and 2. Watch trailer.
You sent December 26, 2020 at 6:28 PM
In addition, I'm being charged for a movie that I have not watched.

DStv sent December 26, 2020 at 6:34 PM
Please provide us with the confirmation code provided. ~KN
You sent December 26, 2020 at 6:43 PM
[protected]
I have been through this with the call Centre agents. This did not help. 😞

DStv sent December 26, 2020 at 6:52 PM
We will escalate your query to the relevant team and revert back to you. ~KN
12/29/20, 12:22 PM
You sent December 29, 2020 at 12:22 PM
Any feedback on the escalation?

DStv sent December 29, 2020 at 12:22 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.

DStv sent December 29, 2020 at 12:48 PM
Please note that we do not have a feedback as yet.~LM
Jan 1, 2021, 11:32 PM
You sent January 1 at 11:32 PM
Will there ever be feedback on this issue?

DStv sent January 1 at 11:32 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.
Jan 2, 2021, 7:14 AM

DStv sent January 2 at 7:14 AM
Hi Allen
Thank you for contacting DStv : )

Unfortunately, there hasn't been any feedback responses as yet
~SK
Jan 2, 2021, 8:43 AM
You sent January 2 at 8:43 AM
When Will feedback be provided?

DStv sent January 2 at 9:31 AM
We will revert to you once we receive feedback, we do apologize for the delay. ~BBL
Jan 2, 2021, 5:01 PM
You sent January 2 at 5:01 PM
Well it has been a week already. When will I get feedback?

DStv sent January 2 at 5:13 PM
Kindly note that it takes 24 to 48 working hours for our team to get back to you, we understand how frustrating this is, your patience is highly appreciated.~NNS
Jan 9, 2021, 1:28 PM
You sent January 9 at 1:28 PM
Can I get some feedback. I believe it has been more than 48 working hours. Can I get feedback?

DStv sent January 9 at 1:28 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.

DStv sent January 9 at 1:35 PM
Hi Allen, please give us a moment. ~MLK

DStv sent January 9 at 1:50 PM
Please confirm the date and title of the movie that was rented, but could not be watched. ~MLK

DStv sent January 9 at 2:32 PM
Please also confirm which smartcard you were renting on, and provide us with the rental code. ~MLK
You sent January 9 at 3:23 PM
22 December 2020 Antebellum.
You sent January 9 at 3:24 PM
[protected]

DStv sent January 9 at 3:46 PM
Thank you, please give us a moment. ~MLK

DStv sent January 9 at 4:35 PM
We are still here, and working on the matter🙂. ~MLK
DStv sent January 9 at 4:35 PM
We need the following account holder details:
-ID number
-Initials and Surname
-Cellphone number
-Physical Address ~MLK
You sent January 9 at 4:50 PM
Please look at the previous chats. I already provided you with these details
You sent January 9 at 4:52 PM
AN Ndlovu
[protected]
Address 4150 Greenwell's Glory street Albertsdal Alberton
[protected]

DStv sent January 9 at 5:07 PM
We apologize for not providing services on time. Please note that we have re-escalated your query to the technical team and we will get back to you once we have feedback. Hopefully, they reply on time. ~VA
Fri 11:38 PM
You sent Yesterday at 11:38 PM
Can I get feedback on this?

DStv sent Yesterday at 11:38 PM
Hi Allen
Thanks for getting in touch. Our teams are working as quickly as they can - there will however be a delay in our reply - please be patient.
If you need help clearing an error, finding out how much to pay, changing your package or even making payment you can also use:
- WhatsApp [protected]),
- our MyDStv app (download it from your app store)
- self service on our website (select MyDStv from the main menu on dstv.co.za).
Thank you.
7:25 AM

DStv sent Today at 7:25 AM
Hi Allen, thank you for contacting us. Kindly note we have not yet received feedback. Please can you send us your ID number so we can re-escalate your query. ~ KM
8:34 AM
You sent Today at 8:34 AM
No! This is unacceptable. This is the third escalation after a month of escalations . Can you please escalate this to your managers.
I'm extremely disappointed with this platform and service provided. We keep on going in circles, please provide ID no etc. With no resolution.

Please escalate the issue to someone who can help, otherwise I will be forced to use other platforms to raise my concerns.
If this issue is not sorted out today, I'm finding other channels to show for this level of incompetence. I have been patient long enough. Look at the message trail, this query was raised last year!

Anyways, if you can't sort this out today, dos let me know. I have a message and phone call trail to use for my escalation.

DStv sent Today at 8:46 AM
We understand the frustration that this has caused, and we apologize for the delay. As stated above, we will need your ID number to be able to assist you further. Kindly note we have limited access to our previous conversation, which is why we are requesting this information. We appreciate your cooperation. ~ KM

Good Day, one of your installer with a multi-choice installer ID card with name Patrick Amalonye and phone number +[protected] made away with the money i gave him to buy me a DSTV dish to replace a bad one. i gave him the money since on the 17th of january 2021. up until now he gives me excuses when ever i call him. please help make him return my money or bring my dish.

regards
Braimah Asiru

A Dstv costumer
[protected]

Refer to my previous letter: My debit order was increase on the following dates: March2020- R974 ; April 2020- R989; November 2020 R1108
I visit the local office and according to their system I pay for an extra Explorer that I did not have, or received.
I contact Pricilla at your JHB office and she promised me to discuss it with her supervisor, to solve the problem, with no success.
I contact Dewald from the local office in Witbank, and he confirms that there was only two equipment. One in my living room and one in the bedroom. I am sure you can pick it up on your system. With this information it looks like I am paying for someone else.
Please investigate this.

Customer care my customer number [protected]

I am appaulled by DSTV multi choice Services. Being a customer for over 15 years
I have 2 explores and 1 extra view under my subscription

I want multichoice to listen to my recording regarding my account. My daughter moved to Gauteng and on the 26th November she called Multichoice using her number [protected] to call and find out what would be the cost to pay since she had relocated. She was advised by a lady that her total cost would be R640.34 including pro rata amaounts. She made payments month end of R320.17 and I played my usual fee of. The month of December we did not have problems and end of December she again made a payment of R320.17 and I made my monthly payments payment. On the 7th of Jan I called using my [protected] number because services were disconnected I called I spoke to a lady and I was told about three different amount of R285 R584 and eventually I was told to pay R50. I was also told about an easy view account which I dont understand where it comes from because under my account there should be 2 exploras and one extra view. Why would I take easy view, how does it benefit me?. Once again. Please locate call recordings. On the 13th Jan my daughter called around 6pm for explora number ending with 17 she was placed on hold for over 20min with no call back from Siphesihle, she made another call she spoke to a lady who transferred the call to Skhumbuzo the supervisor. She asked what would the total amount be for payment for reconnecting and all severices and she was given an amount of R318 which she paid immediately. On the 14th she noticed that her PVR functions were not operational she then made another all to multichoice using [protected] around 7pm nd she spoke to a lady whom she argued with her for 30min and being told to make another payment and pro rata amounts AGAIN nd refused to put her through to the supervisor. The call got cut off nd not even courtesy call was made back to complete the conversation. She called again and she spoke to Ben and she had to start the story again and argue with Ben over this account. My daughter requested call back but never received it. I fail to understand how can Multichoice such a big company not give their clients a courtesy call. This is poor unacceptable customer service for the monthly subscription payments we make and your team fails to note down the conversation points with the client and each time you call you receive different amounts and you always have to start a storyfrom scratch.

1. I would like staff to know their product for better service and this issue or continuous payment and deductions to be sorted out
2 I want to know why I'm being quoted different amount each time I call
3 Given the amounts we have given to DSTV which is over R1000 in Jan we would like our service fully operational

I would like feedback urgently regarding this matter as soo as possible

On 12 January 2021, Multi-Choice Namibia's Call Center Service Agent(s) deal with my service request.
The "service problem" is poor signal strength on a "dual-view" home set-up.

Calls were repeatedly made in an attempt to try out the suggested guidance given telephonically.
Calls at 09h35, 09h37, 15h24, 17h45, 17h50, 17h54.

Agent(s) eventually advise the customer to hire a private technician to "fix" the unresolved, unidentified problem.
Technician is recommended by MCN-DSTV and attends to the call-out request on 13 January 2021 at ±15h05.

Technician checks installation, equipment, hardware as previously set up some months before and finds no fault.
The technician makes calls to the Call Center and the Service Agent(s) guides through settings and signal re-send steps.
The settings error or failure is remedied at the Call Center without the technician adjusting/re-fitting/correcting any hardware or connection at all.

The technician's intervention was equivalent to that of a regular customer call to the Call Center, in other words, the customer could have received the same solution telephonically as did the technician.
The technician's bill is for the customer to settle.
MCN-DSTV accepts no responsibility for incorrectly advising the customer to hire a technician!

I have been put on hold by the call centre agent for more than 30minutes! did she take lunch or what !

I replaced my old secondary decoder as it was not working for over a week cause they said they had to reset it so bought a new one. Now I have to call multichoice every morning with my airtime with the same error code e143, and then it will only play for few hours. I have logged a query since morning no one is attending to it i'm just paying nothing

I recently purchased a new decoder fro Pep Nzhelele Biaba with an installation voucher
To my surprise they installed it quite quickly but didn't bother to neaten the the cable or clean their mess not sure because im poor or what.
There after they said i must pay R160 for transport and connection fee, of which where they come from is less than 20km to and from. How can you let your accredited installers rip pple like that. What if i didn't have that amount of money with and whats the purpose of buying a decoder fully installed when you have to pay extra.
Im Marambidze Mhlanga [protected]
And the name of the installer is Talifhani business interprise [protected]
Please get to the bottom of this

date of incident -23 December 2020
client number - [protected]
on the aforementioned date i paid my monthly dstv subscription (compact plus) in advance for the month of January 2021. Later in the week i received a sms reminder to pay R1200 for my monthly subscription for January 2021 even though I am on the compact plus package. I contacted DSTV call center and the agent asked me to send proof of payment which I did. I called 2 days later as the amount still showed the same. I was informed that I had 2 packages on my account.(1 x Premier and 1 x Compact plus) The agent removed the premier package at this time and I was supplied with a reference number with the incorrect billing. (reference 107349243_i233 Agent name Andiswa) I was informed that my package wont be disconnected as the query was pending. I have spoken to numerous agents since then who promised me one and the other thing and with different excuses. This morning I was called by an agent to upgrade to a price lock package which I also explained my dilema. After I spoke to her my balance was correct when I checked via the whatsapp app but it showed that it is due on the 1 of January 2021. I have paid my account for January 2021 on 23rd December 2020. Only thing I can think of was that my subscription was upgraded without my knowledge as I did not know I had a full package. Please advise what I need to do to reconnect my package as I am not the one responsible for this mess. If I do not get any positive feedback I will have no other option but to seek help with the consumer ombudsman.
Please advise

Mrs Shanaaz Cupido

I would like to report the bad, incompetent service I received from DSTV call centre.

It all started on the 3rd of December 2020 when I tried to switch off my DSTV for the month that I will go on leave. This started a whole heap of mistakes, incompetent actions and feedback from DSTV.

Just to name a few :

• My DSTV was never switched off.
• On my short return on the 18th I reported this to DSTV. The call centre agent then cancelled my DSTV membership and informed me that I would have to send a mail to get a credit on my December instalment.
• Above actions caused me a lot of problems! On my return (2 January) I could not activate my DSTV account.
• It took 9 phone calls and in total almost 3 hours on the phone just to get my explora decoder to work 100%, with all functions activated again.
• My PVR decoder is still not working.
• I was informed by the call centre yesterday that the delay was caused by previous call centre agents not escalating my calls and basically "not doing their job" .
To add to my frustrations :
• I had two calls that was disconnected, with no call backs.
• I asked on three different calls for the call centre manager to phone me. I'm still waiting for that call.
• A call centre assistant phoned me yesterday and said she would phone me back yesterday after all was sorted out. I'm still waiting for the follow up call…
• On one of my very frustrated calls to the call centre, I was put on hold for almost 10 minutes! This fuels a already big fire. My understanding is that your company policy is to not leave a caller on hold for longer that a minute or two…?
• I was informed yesterday that my call on the 3rd of December was logged only as a duel view issue. I find this very concerning and would like to see accountability for call centre agents not doing their job.
• On one of my calls the agent refused to give me a reference number until the end of the call. This was after two of my calls were "cut" without getting a reference number…

I am including the reference numbers, but unfortunately only started asking after a lot of wasted calls.

[protected]/i488
[protected]/i496
[protected]/i503
[protected]/i505

If possible, please follow up on all my calls for feedback and accountability.

Thank you for your time, and looking forward to your feedback.

For example. Mamelodi sundowns played orlando pirates on saturday dated 02 january 2020, bloemfontein celtics played maritzburg united and I am writing this complain on the 03 january 2020 at 23:10 and still there is nothing on catch up and premier league already updated yesterday games yesterday and todays games are also updated. Please give us a better service on mzansi.