DStv Questions and Answers – DStv FAQs (Problems & Solutions)

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Here you will find questions & answers for Multi Choice DSTV. All questions are checked and confirmed by our administrator. Your general questions about DStv answered.
1. What happens if my DStv Explora is off when new software is made available?
  • Ans: The DStv Explora has a daily maintenance slot and will download the software when it is next switched on again. The downloading of new software takes approximately 10 minutes.

2. How can I catch up on shows if there is load shedding?

  • Ans: You can watch online using DStv Now (either via our app or online). You can live stream your channels and also use Catch Up to make sure you don’t miss out when the lights are off.
3. How do I update my decoder software on the DStv HD PVR (2P, 2U and 4P)?
  • Ans: You can manually update your software on the DStv HD PVR (2P, 2U and 4P) by doing the following: Menu > Advanced Options > DSD Upgrade > “Red button”. Once your decoder software is up-to-date you can reboot your decoder and allow it 15 minutes to pick up any changes.
4. How does Showmax on the DStv Explora compare to Showmax on other devices?
  • Ans: Certain features are not supported on the DStv Explora. These include: Watchlist, Recently Watched, Continuous Play, Resume and Downloads.
5. What do I need to get Showmax on my DStv Explora?
  • You need internet at home. Showmax requires an internet connection of at least 2Mbps. On the DStv Explora, an uncapped connection with at least 10Mbps is recommended for the best experience.
  • You need to connect your DStv Explora to the internet (view more info, including detailed steps).
  • You need to subscribe to Showmax (you can sign up at showmax.com/dstv).
  • You need to be paying a monthly DStv subscription and Access Fee
6. What happens if my DStv Explora is off when new software is made available?
  • Ans: The DStv Explora has a daily maintenance slot and will download the software when it is next switched on again. The downloading of new software takes approximately 10 minutes.
7. Can I download Showmax content to my DStv Explora for viewing at a later stage?
  • Ans: The option to download Showmax content for viewing later is not supported on the DStv Explora.
8. Why isn’t the Showmax programme I streamed available on DStv Explora for viewing at a later stage?
  • Showmax works differently to DStv Catch Up. When you stream a programme on DStv Catch Up, it is saved to the hard drive of the DStv Explora and is available for you to watch again at a later stage.
  • When you stream a programme on Showmax, it does not save to the hard drive of the DStv Explora.
9. I haven’t subscribed to Showmax. Why can I see Showmax content on my DStv Explora?
  • Ans: Anyone who has connected their DStv Explora to the internet (and switched connected services “on”) is able to browse Showmax content – you’ll see Showmax content when going to the Showmax screen, the “Just Added” screen which is displayed each time the blue DStv button is pressed, and in search results. This does not require a subscription to Showmax. That is only required when you want to watch Showmax content.
10. Can the DStv Explora be connected to another decoder using XtraView?
  • Ans: Yes, your DStv Explora can be added to another one or two decoders in XtraView. Please chat to your local DStv Accredited Installer for more information on available decoder combinations and any changes that may be required to your installation. Please note, there is a second monthly Access Fee required when linking three decoders in XtraView.
11. Does the DStv Explora decoder come with all the cables I need?
  • Ans: Yes, the decoder comes with the HDMI cable to connect it to your HD TV and the power cable to connect it to the mains.
12. Is Showmax automatically available to me on my internet connected DStv Explora?
  • Ans: No. You need to be a Showmax subscriber to use Showmax on your DStv Explora. Access to Showmax on the DStv Explora also requires a DStv subscription and payment of the monthly Access Fee (R90).
13. What is the recommended installation for a DStv Explora?
  • Ans: The recommended installation is an 80cm satellite dish with a DStv Smart LNB. If your decoder is linked to multiple TVs, linked to other decoders in XtraView or you live in a complex where you cannot install your own individual dish, we recommend chatting to your nearest DStv Accredited Installer for info.
14. Why does rain affect my DStv signal?
  • This phenomenon is known as ‘rain fade’ and can occur due to weather at reception of signal or at the source causing rain fade. You shouldn’t experience any problems with your signal if the sky is overcast or if there is drizzle or normal rainfall. If you’re having problems under these circumstances, then your dish isn’t optimally installed or properly fine-tuned, and you should contact a DStv Accredited Installer to rectify the problem. We recommend that your dish size be 80cm. Signal interruptions may occur during heavy downpours – this is unfortunately a feature on all satellite systems worldwide.
  • Rain fade affects customers in two key ways: Firstly, satellite signals become weaker as they pass through raindrops. This is a law of physics that is, regrettably, beyond our control (and which no satellite company in the world has been able to get around). Secondly, the location of the storm is important. Even though the storm may not be in your area, storms in other locations (basically, any place where our signals originate and transmit to and from) can still affect your signal. Investing in a larger dish may also help prevent some signal loss.
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15. Where do I find my decoder’s serial and smartcard numbers?

  • Decoder serial number: The decoder’s serial number is found on a sticker on the back of your device.
  • Smartcard number: The smartcard number can be found on the back of your smartcard, under the barcode.
16. How can I check my DStv balance?

Ans: There are several ways you can check your balance:

  • View your account balance by logging into Self Service or using our mobile app
  • Dial *120*68584# and follow the prompts.
  • Call us on 083 900 3788 or 011 289 2222 without having to speak to an agent. When calling, you will be asked to provide your ID number or Smartcard number in order for our systems to identify you to make sure we provide you with the right information through our automated system. Value-added service (VAS) rates apply.
17. How do I upgrade/downgrade my DStv?
  • Ans: You can schedule an upgrade or downgrade with us for your next payment date. Please note that your account needs to be up-to-date and paid by your payment date or else the scheduled upgrade/downgrade will not happen. The DStv service is a prepaid service for a full month – when you pay your subscription, the contract for that month is fixed. You can upgrade your DStv package at anytime to watch a specific sporting event or catch a specific show, then downgrade again on your next payment date. When you upgrade, you need to pay in the difference between your current package and the upgraded package for the time left until your next payment date. You can downgrade once a month on the day your subscription payment is due. You can log onto Self Service and request for us to schedule this downgrade for you.
18. What happens if I cancel my DStv subscription or move to a lower package?
  • Ans: Your next Showmax subscription will be billed at the normal amount of R99 per month.
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19. I’ve paid my DStv account. Why are my services still not reconnected?

  • Ans: Your services should have been reconnected after 15 minutes if you made an internet bank transfer, an ATM payment or direct deposit at any Absa branch. It could take a little bit longer for the payment to reflect on our system. If this hasn’t happened, you can reconnect your services online or via our mobile app. Alternatively, you can contact our support teams on WhatsApp, Twitter or Facebook.
20. Where can I make a direct deposit into my DStv account?
  • Ans: You can make direct deposits at any Absa branch. To make it easier for you, MultiChoice is already listed as a beneficiary. All you have to do is give the bank teller your eight digit DStv customer number. If your customer number is less than eight digits, add zeros in front of the number to make it eight digits long (eg customer number 12345 becomes 00012345).
21. What is DStv Now?
  • Ans: DStv Now is a free app for DStv customers. It’s the home of DStv on the move – with the ability to watch Live TV, see the full DStv TV Guide, enjoy DStv Catch Up content and search for your favourites on a variety of devices, from desktop and laptop computers, to a multitude of Android and iOS-based tablets and smartphones.
22. Where do I get the DStv Now App?
  • Ans: If you have an iOS device (iPhone, iPad or iPod Touch), you can download the DStv Now app from the Apple App Store. If you have an Android device (tablet, smartphone or Android TV device), you can download the DStv Now app from the Google Play Store.
23. How many devices can I register for DStv Now?
  • Ans: You can register a maximum of four. A maximum of two simultaneous viewing streams across your registered devices is permitted.
24. Can I pause, fast forward and rewind live shows on DStv Now like I do on my decoder?
  • Ans: Unfortunately these features are not available using DStv Now’s live TV streaming; however they can be used while watching DStv Catch Up.
25. How do I set a reminder on DStv Now?
  • Ans: Simply select the reminder icon within the TV Guide and choose whether you want to be reminded in 5 minutes, 15 minutes, 1 hour or 2 hours before the show starts.
26. How much will it cost me to use DStv Now?
  • Ans: DStv Now is available at no extra charge. Making use of the app, streaming Live TV and watching DStv Catch Up content, however, does consume data, which may incur additional costs from your network operator. We strongly suggest using DStv Now in conjunction with an uncapped ISP account and familiarising yourself with the fees that your operator charges for data (both in and out of bundle).
27. Who has access to DStv Now?
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