Broadcasting8.10.2013

DStv blue loading screen, call centre problems explained

DSTV

The main reason some DStv subscribers might be experiencing a loss of service is that MultiChoice disconnects customers who are overdue on their payments this close to the end of the month.

This is according to a spokesperson for MultiChoice, who was responding to questions about frustrations raised on social media about disconnections and the unavailability of the DStv call centre.

“If customers did not pay their accounts and have been disconnected, we ask them to please make the necessary payments urgently,” MultiChoice said. “The quickest way would be to use internet banking or the self-service portal on DStv.com”

MultiChoice said that there is an auto-reconnect on these payment options.

“A list of all the payment options is on DStv’s website under self-service,” MultiChoice said.

Some HD PVR 2P users affected by different issue

In addition to the billing run, MultiChoice said that some HD PVR 2P users might be experiencing a loss of service.

The pay TV operator did not say what was causing this loss of service.

MultiChoice said that affected HD PVR 2P subscribers should follow the steps below to restore their service:

  1. Reboot decoder
  2. PRESS and HOLD the following keys immediately: UHG, P+ and TV/AUD
  3. Keep them pressed for 30–60 seconds until RESET scrolls across the front panel. Press PLAY to confirm
  4. Press OK – the decoder should display PASS on the front panel
  5. The decoder will then reboot and your service will be restored

Should customers experience error codes at any time, MultiChoice said they don’t have to phone the call centre, but can simply log on to self service on DStv.com.

Customers can also interact with DStv on twitter @DStvCare, Facebook/DStv and the DStv Forum on DStv.com, MultiChoice said.

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