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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 My DStv on Self Service and request for us to schedule this downgrade for you.
The Access Fee gives you an additional viewing environment without having to pay an extra subscription (and so saves you money). This additional viewing environment can take the form of a second decoder connected through XtraView or recording via your PVR.
We understand that some customers find repeats frustrating. The main reason programmes are repeated is to give people a chance to see something they might have missed. Or to record on their PVRs a show they might have missed.
Different channels have different levels of repeats – a kids channel will repeat far more shows than a channel like M-Net. Different channels also cater for our customers on the different DStv packages – DStv Premium customers will see content that they had access to a few months ago, repeated later on channels that are open to customers on other packages like DStv Compact.
Some channels also have programming block of six or eight hours. This means that the same block of programmes will repeat either four (for six hour blocks) or three (for eight hour blocks) times during the course of a day.
There is also a limit on how much new content is produced every year. A single channel broadcasting 24 hours a day needs 8760 hours of content a year. In comparison, Hollywood only makes about 600 new English-language movies every year, which equates to only about 1200 hours of movies. This means that there will always be older content that plays.
Having said that, there is a lot of new content available on a weekly basis – there are never-before-seen shows and movies that premiere every week. As this is spread across many channels (and customers tend to stick to their few favourite channels), we highly recommend to our customers to use the various tools we’ve made available to find out what is on. Our DStv Now app has a great search function and TV guide, our website on DStv.com has highlights, a series and a movies calendar; our weekly email newsletter also contains highlights across all channels for your package. We encourage our customers to make use of these to help them get the most value out of their DStv service.
We understand that some customers would like to choose their own channels, as they believe they would pay less. There is an “economies of scale” benefit when channels are grouped into packages and offered to a set number of customers. What this means is that it is cheaper for our customers to get packages, as opposed to making up their own package.
Individual channels on their own are expensive and if customers were to select a mix of their own channels, they would end up paying more than what they currently pay. As channel choices vary greatly, there is also a chance that a specific niche channel will become unaffordable if there is too little interest.
We put a lot of thought and research into putting together the DStv Packages and maintaining them. We ensure that there are a variety of packages available to suit every pocket, and that every package will offer something for every member of the family. We also consistently monitor feedback from customers, and factor this in when deciding on changes to packages.
Our business is affected by rising costs (of shows, movies, sports right and maintaining our technical infrastructure) but we’re always looking for ways to keep your fees to a minimum. We also try to give you more bang for your buck by adding new services and more channels.
If you’re a DStv Premium, *DStv Extra or *DStv Compact customer with a PVR, you get all the value added services on other platforms too. And you don’t even have to be at home to enjoy them. On your PVR decoder you get DStv Catch Up and BoxOffice – and you can get access to Catch Up and Live TV through the DStv Now app, as well as BoxOffice online.
If you have a DStv Explora, you can also watch content on DStv Catch Up and you can use your smart device (phone, tablet or laptop) to set a remote recording via the TV guide when you’re not in front of your TV.
*DStv Catch Up is only available to DStv Compact and DStv Extra customers with a DStv Explora. Older model decoders can simply not cope with the software upgrades needed to make DStv Catch Up available on multiple packages. At a later stage, we'll make DStv Now available to DStv Compact and DStv Extra customers with any active PVR.
While repeats can be irritating, they’re definitely useful when you have no power and can’t watch or record your favourite shows.
If you’re a DStv Premium customer with an active PVR, you can access DStv Now from your smartphone or your tablet. DStv Premium customers also get a free DStv Mobile subscription as part of their package. Download the App for iOS or Android.
Take a look at our infographic to make the most of DStv during load-shedding: find out what to do before the lights go out, and what to do when the lights come back on.
If you’re not a DStv Premium customer, you can still subscribe to our DStv Mobile service for just R49 a month. Thanks to our innovative Walka or a Drifta products, you can stay tuned even when the power is out.
The main reason is that we can’t guarantee that only pensioners will use the decoder. Decoders are portable, and we’ve experienced cases where people abuse the system. We do offer a commercial subscription to multi-unit retirement villages as a whole. In this way, pensioners can get their DStv services at a reduced rate.
We use promos for a variety of reasons, this includes giving updates on new programmes, products or services directly to our customers, as well as to viewers who watch DStv in hotels, guesthouses, clubs and pubs.
As our number of channel offerings is constantly growing, the promos help us point out where our customers can find other programmes across the many channels.
We also use promos to help our customers understand key aspects of the DStv service such as explaining how rain impacts your viewing, highlighting various payment methods, explaining how to set the aspect ratio on your decoder and so forth.
We try to rotate our promos as much as we can so you don’t see endless repeats of the same ones. We buy in channels and sometimes they do their own ad insertions. In these cases, we encourage them to also rotate their promos. Where we pick up issues (when we get complaints), we highlight this to the channel and ask them to do something about it.
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 on Ku-Band. 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.
Visit the DStv Facebook page for tips on what to do when the rain just won't go away.
All adverts and promos that play out on the DStv channels are processed through loudness control, which essentially means that they’re taken to the same level of loudness where possible.
If you experience major discrepancies, please give us your feedback on the channel, programme, advert or promo, and what time it happened. This information will help us identify the problem so we can address it.
Decoder serial number
The decoder’s serial number is found on a sticker on the back of your device.
The smartcard number can be found on the back of your smartcard, under the barcode.
We understand that some of our non-PVR customers would like to record the great content on DStv to watch at a different time. You can make a recording off our broadcasts to a suitable external device, but this recording can’t be copied.
If you have a PVR you can make one copy of your own recordings to an external device, but copying of DStv Catch Up and BoxOffice content isn’t possible. Digital copying of content is also not possible – this means no copying of content via HDMI outputs.
We’ve enabled the content on DStv so it can be recorded to an external device; however the availability of these third party devices (capable of recording content) isn’t within our control. The way we make this content available for copying is standardised across our industry. You may require special media like DVD discs or purpose-built features on your recording device. We advise you to contact the supplier of your recording device for more information.
Yes. You can either link two DStv Exploras or a DStv Explora and an HD PVR decoder in XtraView.
Click here to see a list of XtraView-capable decoders.
Simply click on Forgot Password and enter the email address you used when you registered. You will then receive an email with a once off reset password link. The link will redirect you to the DStv.com website where you can now set up your new password.
The DStv Explora comes with all cables required for a typical installation. You may need additional cables if you have a more complex set-up or need longer cable runs.
Some aftermarket High-Definition Multimedia Interface (HDMI) cables don’t work with the DStv Explora and can result in the decoder failing to boot up.
You might also get dashes on the display panel. We recommend you use the supplied cables as they are within our specifications.
If you still have access to the old email you can log in using the same credentials and unlink the account from the old email and log out. Register using your new email address and remember to relink your smart card to your new profile. If you do not have access to your old email, send your query to firstname.lastname@example.org.
It might be because some surround sound systems tend to distort adverts that play out in stereo. We actively monitor the sound levels and have invested millions of Rands in sound equalising equipment. The levels should be very similar between adverts and programmes but if you come across one that isn’t, please do let us know.
It’ll be helpful if you can note the channel and the specific time; then we can investigate and fix the problem quickly.
In order to set and control what your kids watch on DStv, and to ensure that their tender eyes and ears are not subjected to content beyond their age group, we recommend that you make use of the parental control features available on your digital decoder.
Age restrictions and what they mean
Change your parental control PIN
Forgot your PIN?
If you've set your parental control levels, but have forgotten your PIN and need to have it reset, or if you've entered the incorrect PIN five times, please click here or dial *120*68584# from your cellphone*
*The cellphone number you use when dialling *120*68584# must be the number you registered when activating your DStv account.
For more information on these deals, visit mweb.co.za/mweb-dstv-bundle.