Dear Valued Customer
We have sent you an incorrect letter regarding the end of support of your decoder. The letter stipulates that you do not have decoder insurance, which is not the case. Kindly disregard the first letter which was sent on 28/11/2014. Below is the correct letter regarding your decoder. Please accept our sincere apologies for this inconvenience.
MultiChoice is constantly evolving its DStv offerings by introducing new channels and services to enhance your viewing experience. We've just introduced our connected services for the DStv Explora. Now you can link this PVR to the internet by using an Ethernet cable or our DStv WiFi Connector. The DStv Explora will then give you access to DStv Catch Up Plus, with up to 300 titles of additional viewing you can download straight to your decoder. You will also be able to set remote recordings to your Explora.
When your UEC 4-tuner HD PVR was first launched, we had a handful of channels on DStv - there are now over 100. Your older decoder has reached a stage where it won't be able to cope much longer with the growing number of services and may experience missing channels, an incomplete TV guide or even freeze-ups.
We can't repair your UEC 4-tuner HD PVR decoder, as the parts are no longer available. This decoder can't cope with the growing number of DStv services on offer, even though it was able to many years ago when you bought it. We will also not be able to continue to support the software on this decoder.
We don't want you to worry - while your decoder is still working, you can keep using it to access your DStv service. It's only when your decoder stops working that you'll need to take action. We want to let you know in advance, so you can do the necessary planning.
Even if your decoder's still working, it's a very good idea to plan its replacement in the near future (Christmas is around the corner!). Of course you can choose not to take action and only replace your decoder when it stops working.
You can bring in your decoder (with the smartcard) in working or non-working condition to one of our MultiChoice Walk-in Centres. (Find one near you: MultiChoice Walk-in Centres). We'll offer you a brand new decoder at a reduced price, provided the old decoder is linked to an active DStv subscription. We're offering the DStv Explora (our flagship PVR decoder) at R1 699 - a saving of R300 - or the DStv HD Decoder (our flagship single view decoder) at R449 - a saving of R50.
To get two independent viewing environments, you'll need to link two decoders together through XtraView. You can either link two DStv Exploras, two DStv HD Decoders or a DStv Explora with a DStv HD decoder.
As you have decoder insurance, if you suffer specific damage to the device, we'll replace it with a new DStv Explora (at no extra cost, as per the conditions of the insurance). If you suffer total loss of the device, we'll replace it with a new DStv Explora (at no extra cost, as per the conditions of the insurance).
Please note that when you replace your decoder, you might need to update your installation. Please check our minimum installation requirements on DStv.com (You can do that here: Installation Requirements).
If you have any questions about your decoder, you can visit DStv.com for more information (DStv Decoder Lifecycle). You can also connect with us on one of our customer touch points such as the DStv Forum, our DStv Twitter or Facebook accounts, or visit one of our MultiChoice Walk-in Centres.
Thank you for your loyal support of DStv. We look forward to bringing the best entertainment right to your living room.
The MultiChoice team
