DSTV – So Much Less
It was the 6th of June when I switched my TV on to watch some French Open on a Friday afternoon. To my surprise, despite paying my subs on the 2nd of June, my services had been suspended. Eager to sort the problem out, to make sure I don’t miss too much of Rafael Nadal’s match, I got on the phone with DSTV’s call centre.
After having to listen to the irritating jingle for more than 15 minutes, someone finally picked up the phone. I explained to them that I had paid my subs a couple of days earlier and that they mistakenly suspended my account. After some back and forwards debating, the operator finally agreed to switch the account back on. With the account back on, I changed the channel to the Tennis, only to find that none of the other channels work – so I phoned them again.
Another 10 minutes of jingles and the operator picked up the phone. I explained my problem and gave her the error code and she quickly fixed it for me. Then it dawned to me, that while I’m on the phone with her, I might as well query on some other problems I have experienced with their service delivery, despite me being a Premium Subscriber – that’s R740 a month for those who don’t know.
For the last couple of months, my Box Office service has not been working “No BoxOffice titles found” – The Entertainment and Sport section of the OnDemand service was out of order “No Entertainment/Sport titles found” and the “info bar” has been faulty. The info bar is supposed to show the current program being viewed, as well as the next two programs coming up on the particular channel – it should also allow you to scroll down and view the next programs coming up, as far as I know you should be able to scroll up to 24 hours of upcoming programs. On my account, I can only view the current program and the next scheduled program.
After raising my concerns about these services being out of order despite me paying R740 a month for having it, the operator narrowed it down to signal strength. We tested the strength and it was on 69% – according to her, it needs to be at least 90% for it to work. The solution would be for me to pay an accredited DSTV installer, to check and adjust my dish, to improve signal strength.
Off the bat, this sounded like bullshit. To me it did not make sense that the signal is strong enough at 69% to stream live HD footage to my lounge, but too weak to offer basic OnDemand footage. I argued this point with the operator and she could not give me an answer – her only answer was that the services did not work due to the 69% signal strength.
Yesterday, I moved in to a new apartment. I connected my DSTV decoder and within minutes DSTV was up and running. To test their signal strength theory, I tested the strength and it was on exactly 90% – so, according to the operator’s explanation, I should now have all my services running perfectly. I tried BoxOffice, OnDemand and the info bar, and none of them were working, giving me the same errors as previously stated.
On the other hand, the people at my old house still have 69% signal and according to them, their services are all working perfectly.
My question to DSTV is this: Why have I been paying R740 for the last couple of months, without receiving the services which I am paying for – and why is it that the support operators have no idea what they are talking about?
As of today, I’m canceling my DSTV account as I will no longer settle to pay for a service that I do not get. I would love if DSTV could get in touch on ryan@thatWallace.com to explain their incompetence.
Have you been having problems with DSTV? Tweet me @thatWallace