MultiChoice says the South African pay-TV giant added a new transponder to its DStv platform this morning to accomodate future service - but that switch didn't happen as unobtrusively as DStv subscribers started to react when a technical problem caused their DStv signal to be cut with an E-45 code.
I not only heard from a lot of DStv subscribers instantly but also a South African TV channel executive whose own TV channel is on MultiChoice's DStv bouquet, and wondered what's gone wrong.
A lot of DStv subscribers are reporting E-45 error message on their TV screens and the 011 289 2222 call centre number and 083 900 DSTV (3788) numbers are not available.
I also tried calling both numbers numerous times and couldn't get anything other than a not available tone (I've tried several times now - it could be due to line congestion). I was unable to get through to MultiChoice's Cape Town branch and service centre as well.
In addition to DStv subscribers who couldn't get through on the telephone numbers to MultiChoice, MultiChoice's self-service portal was also down for some reason.
It's not clear what the extend of the technical problem is, or how widespread - although it's occured nationally, but I've asked MultiChoice on email is there's any explanation as to why the service went down, what DStv subscribers are affected and how widespread the problem is and what caused it.
There wasn't an immediate response from MultiChoice but if I receive one from the pay-TV operator I will bring it to you immediately.
DStv subscribers are complaining about an "E-45 Service not Authorised" on-screen message instead of their DStv channel they wanted to watch on Monday morning. "I cannot use any of the self-service channels so widely advertised," a DStv subscriber said, trying to clear the error code.
UPDATE: 10:54 - I just heard from MultiChoice, the pay-TV operator says it's will get back to me in about 30 minutes.
UPDATE: 11:20 - "MultiChoice added a new transponder to its DStv platform this morning to accomodate future services. This process was intended to happen seamlessly without any customer interference," says MultiChoice. "Unfortunately some of the decoders didn't automatically acquire the new transponder. We have since addressed the issue and our customers should be able to continue enjoying their viewing. Our sincerest apologies," says MultiChoice.
