What channels are offered on DStv?
DStv offers subscribers a wide range of excellent entertainment with the following genres: 

• Movies
• Entertainment
• Lifestyle & Culture
• Sport
• Documentary
• Children
• Music
• Religion
• News & Commerce
• Specialist
• Audio & Radio

On which channels are family-oriented programmes broadcast?

• M-Net Stars
• M-Net
• M-Net Series 
• M-Net Movies 
• M-Net Movies 2 
• Hallmark Channel
• National Geographic 
• Discovery Channel

How are channels selected for inclusion into the DStv Bouquet?
In line with international premium services MultiChoice has a code of standards that a proposed channel must be able to fulfil.


Why do you broadcast foreign channels/movies?
In order to cater for the different tastes and cultures of our wide subscriber base, a variety of content is selected for DStv.


Are the movies shown on MNet Movies and MNet Movies 2 also shown on M-Net?
MNet Movie and MNet Movies 2 are specialised services dedicated to showing only movies, which includes premiering a number of movies not shown on the main M-Net channel. Due to limited space in the movie schedule, M-Net can only select a certain number of movie titles from those available, the balance of which are then broadcast on the MNet Movie channels. If appropriate, movies that have premiered on M-Net will then be re-broadcast on the MNet Movie channels to provide additional opportunities for viewing.


Which channels broadcast sporting events?
• Channels 200 - 231 are Sports channels.
• SuperSport Blitz (Channel 200) is an enhanced application that allows viewers access via information on logs and scores.


What is DMX?
The DMX audio bouquet lets you enjoy a world of over 20 CD-quality music channels. It's uninterrupted music covering every genre, 24 hours a day. Visit channel 100 for more information.

Can I use a non-MultiChoice decoder to receive DStv?
MultiChoice does not recommend that subscribers use non- MultiChoice decoders to receive the DStv signal. In some cases a valid DStv smartcard will work with a “grey market decoders” however the DStv smartcard will not work other pay television operator’s decoder boxes (i.e. GTV decoder boxes will not work with a DStv smartcard). It is however important to note that MultiChoice cannot guarantee that subscribers will in future be able to receive the DStv service using “grey market decoders”. We constantly update and change our technology and/or services to ensure that we provide a world class service to our subscribers. It is also essential that subscribers understand that MultiChoice cannot provide any technical support to these “grey market decoders”. MultiChoice will not accept any liability or responsibility should this occur.


Why do I need a 90 cm satellite dish?
The IS-7 satellite (formerly PAS-7) provides coverage to Southern Africa and the Eutelsat W4 satellite (W4), provides coverage to the rest of Sub-Saharan Africa. The strength of both satellite signals allows for a the 90cm dish to receive the signal. There are, however, some areas in Africa that may need a larger dish (120 cm+) due to remote location or rain attenuation. Dishes smaller than 90 cm are definitely not recommended, as they may not be able to receive the full signal.


If I already have a satellite dish, can I use it to receive DStv?
We recommend that you call a MultiChoice Accredited Installer to check whether or not your satellite dish will receive the DStv signal.


Where can I purchase the DStv equipment?
DStv equipment can be purchased from all MultiChoice Offices, Agents and Accredited Installers.


What equipment do I need to receive DStv?
You will need the following items of equipment:

• A Smartcard
• A Digital Satellite Decoder (DSD)
• A satellite dish with a diameter of at least 90 cm, depending on your location. 
• Subscribers living in remote areas, as well as hotels, blocks of flats and townhouse complexes may need a slightly bigger dish, about 120 cm + in diameter. Please ask the advice of a MultiChoice Accredited Installer or contact us.
  

I invested a large sum in equipment and now the price has dropped. Will I be compensated?
The economic principle of supply and demand means that as the global need for digital technology increases, so the cost of the equipment drops because of the economies of scale. This is the usual trend followed with any new technology worldwide, for example cellular telephones and computers. The price of more technology advanced boxes such as the PVR will still be more expensive due to the advanced nature of the equipment.


Do you offer equipment upgrades?
Unfortunately MultiChoice does not offer upgrades on decoders.


What technical support is on offer if my decoder has any problems?
Countrywide technical support is available to make sure that your viewing experience is easy and trouble free. Our call centres are able to guide you through the basic checks on the system. View the contact us option for your nearest call centre.

How do I contact the Customer Care Webmaster?
Please send an email to: africa.webmaster@multichoice.co.za

 
Where can I find information on my nearest MultiChoice Office, Agent and / or Accredited Installer?
Click on the agents and installers link under the contact us menu for a list of your nearest MultiChoice Offices Agent and / or Accredited Installers.


Can I print the TV schedules from the DStv Africa website and if so, how?
Yes, you can print your programming schedules from the website. Once you have found the programme schedule, click on the “printer friendly” button to print it out.

Updated software for the HD PVR was released 10 September 2009. This software has updates to DStv touch for the new combined “News & Weather” service as well as support for Big Brother’s interactive service which will be launched soon.

To download the latest software, customers should follow the steps below :

• Reboot the decoder. Wait for full video & audio to resume.
• Press MENU to go to the Decoder Menu
• Select Advanced Options
• Enter 9949
• Select DSD Upgrade
• Wait for the RED button to appear, then press RED and follow the onscreen instructions.
• Warning! Do not interrupt the download process (which could take up to 30 minutes) and wait for full video & audio to resume.

Option 1 : factory reset

• Press MENU to go to the Decoder Menu
• Select Information Central
• Select Information Central
• Press i
• Press 7 (to reset all Factory Settings)
• Wait for completion of process (you will end up on the Network Set-up screen)
• Press BLUE to scan this network
• Wait for scan to complete.

Try download process again. If that still doesn’t work, there is (as an absolute resort):

Option 2: front panel forced upgrade
Reset decoder

• Wait for "DL" to be displayed
• Press "Standby"
• Press "Up Arrow"
• Press "Down Arrow"
• Press "Standby"
• Software download should start, do not interrupt and wait for audio and video to resume

To check that the HD PVR has the latest version of software:
While watching Live TV (ie. not in the buffer or when viewing recorded content), press OK.
If the second menu item on the DStv touch menu is Weather and News, the HD PVR has the latest software.


For techies who want to check in the Decoder Menu:

• Press MENU to go to the Decoder Menu
• Select Information Central
• Select Hardware Status
• Take note of the value on line 6 (Appl SW). The latest version as @ 10 September is 1.14.1.132
• Press the right arrow twice to go to the Loader Status screen
• Take note of the value on line 3 (Load Ver/Var). The latest version as @ 10 September is 17 / 2.

Please know that all other issues previously reported have been noted and we continue our work on improving the software. The team is already working on Series and adding DStv on Demand, but more on that in the next month or so…

What is HD?
HD (High Definition) is a digital television broadcasting system with higher resolution than traditional Standard Definition (SD) television systems.

Instead of using the conventional 625 lines (of which only 576 lines are actually visible) to plot a TV picture, HD uses 720 or 1080 lines. In addition, the pixels in each of those lines are smaller and closer together, resulting in hugely improved picture quality, clarity and colour definition.

HD also uses more colours, increasing the richness and intensity of everything you watch. Most HD programmes and movies utilize the widescreen 16:9 format and are also created with cinema-style surround sound, which you can experience in full with a compatible surround sound system. It’s the ultimate way to watch your favourite movies, series and sporting events and it delivers so much more!

What do I need to watch HD?

• A Full HD or HD Ready TV (HDMI input must be HDCP compliant)
• HD PVR (connected to the TV via a HDMI cable)
• HD PVR compliant satellite dish installation (minimum of a twin LNB used in conjunction with a 4-way multiswitch). The HD PVR requires 4 separate inputs from the dish, or a single feed from a SaTCR cable.
• Relevant DStv subscription
• Home Theatre System (optional)

What is an HD “Ready” TV?
An HD “ready” TV is capable of displaying at least 720 lines of resolution and can scale up lower resolution signals plus scale down higher resolution signals to fit the screen.

Check the resolution which should be 1280 x 720 or higher. The TV should also have at least 1 HDMI (High Definition media interface) input which is HDCP compliant.

Can I watch HD content on my current, non-HD TV?
Yes, however the content is “downscaled” in resolution and displayed in Standard Definition, ie. the quality will not be the same as if viewed on a HD TV. Please note that without the HD PVR decoder, no HD content is available, regardless of the type of TV you have.

I have a non-HD TV. Can I still get the surround sound on the HD programmes?
Yes, the 5.1 surround sound is sent through the optical and digital coaxial audio outputs as well.


If the TV set is marked as “HD compatible”, is it suitable for viewing HD content?
Not necessarily. Most normal TVs are “HD compatible”, ie. It just means that the TV is capable of displaying a HD signal (albeit in SD resolution).


It is advisable to purchase a TV that is either “HD Ready” or “Full HD”. Look for a resolution that is 1280 x 720 or higher and also ensure that the TV has at least one HDMI input that is HDCP compliant.

Does viewing on a HD TV connected to the HD PVR mean that I am watching High Definition content?
No. Only the content broadcast in HD on the HD channel can be viewed in HD (1). Although the HD PVR is capable of up-scaling normal television content, it does not deliver true HD for any channel other than those broadcast in HD. Please remember to correctly connect the HD PVR to your HD TV. MultiChoice recommends the use of a MultiChoice Accredited Installer for all HD PVR installations.
(1) Requires correct connection (HDCP compliant HDMI) between the HD PVR and HD receiver.

Which is the best HD TV to buy – LCD or Plasma?
LCD stands for Liquid Crystal Display. The picture on a LCD screen is subjectively a little more artificial than on a Plasma screen. However, an LCD has superior brightness and the matt screens make them better suited for viewing in daylight or a well-lit room. LCD screens also don’t have a “burn in” problem. LCDs are usually all fully HD TV capable.


Plasma screens are perfectly flat. They produce a more natural picture than LCD screens. Their glass screens are more likely to reflect other light sources which may be distracting and the driver electronics need to work harder at high altitudes, so purchase Plasma screens that are specifically designed to cope with high altitudes. All Plasma screens are designed in widescreen. Unlike conventional TVs, they do not use electron beams and are therefore immune to the effects of magnetic fields. This means that you can place speakers close by without compromising the picture quality. Do not purchase cheaper Plasma screens as they tend to be of a lower resolution (852 x 480) and are not capable of displaying proper HD TV.

Summary of pros & cons:

Screen Size	Plasma screens tend to be larger, with screen sizes up to around 71".
Weight	Are heavier than LCDs and should be wall-mounted by an installer.
Energy consumption	Plasma uses slightly more power than LCD screens.
Picture Quality	Plasmas tend to have deeper blacks and better contrast.
Burn	Plasma TVs are more susceptible to burn of static images however new technology has significantly reduced the effects.
High Altitude performance	High altitudes can affect the performance of plasma displays.

LCD

What are the different HD resolutions, which one does MultiChoice use for HD broadcasts and why?
Resolution is how much detail you can see on a screen. Today, the two HD resolutions available for broadcast are :

• 720 x 1280, progressive scanning, 50 frames per second (720p50)
• 1080 x 1920, interlaced scanning, 25 frames per second (1080i25).

The standard for the MultiChoice broadcast of HD content is 720p50, however, MultiChoice may from time to time broadcast in 1080i25.

At normal viewing distances, displays smaller than 127cm (50”) do not generally benefit from a horizontal resolution higher than 720. The progressive scanning characteristic of 720p has a significant advantage over interlaced for fast moving content like sport ie. smoothness of fast motion. Progressive scanning with 1080 horizontal lines (1080p) is currently not available for broadcasting.

What HD content is available?
Due to prohibitive costs of HD broadcasting, MultiChoice commenced HD broadcasts with a single HD channel, with content supplied by M-Net. The number of channels offered in HD will grow with time.

The M-Net HD channel is on channel 170 and broadcasts programming between 8am and 1am daily.

The channel is a mix of series, movies, wildlife documentaries and once-off specials, such as music concerts. As a bonus, some of the programming - mainly movies, series and specials - will also be available in surround sound. The M-Net HD schedule is not an exact replica of the ever-popular M-Net (channel 101 or 102) and contains a variety of programming from different M-Net channels, such as M-Net, M-Net Series, M-Net Action and M-Net Movies. M-Net HD on channel 170 will also boast exclusive material.

For full schedules and more information, visit www.mnet.co.za

Will I pay extra for HD content?
The HD channel has been added to the DStv Premium bouquet offering free of charge to those subscribers who have a HD PVR. MultiChoice reserves the right to introduce costs for HD content in the future.

What does the HD PVR offer?
The HD PVR allows you to view one channel, while recording two other channels simultaneously. Plus :

• Record 150 hours of Standard Definition TV (almost double the SD PVR) or 50 hours of HD TV
• Pause live TV programming 
• Rewind programming 
• Fast forward and slo-mo programming you have recorded 
• Access a 24 hour i-Plate
• Surround Sound capability
• *new* XtraView capability

The HD PVR also introduces a "Favourite Channels". If you select your favourite channels, you get :

• A personalised TV Guide, listing the schedules for just those channels.
• A personalised viewing environment (like the current bouquets on other decoders) which includes only your selected channels. This means when “surfing” through the channels, you only see the channels you have selected, so no more hopping over unwanted or unavailable channels.
• A Favourite Channels Grid – similar to the existing channel grid, but listing only the channels you selected, making it easier to tune between channels.
  

How much is the HD PVR?
Check with your nearest MultiChoice office or agent.

Will I pay extra to use the PVR functionality of the HD PVR?
The monthly cost for a single HD PVR is the DStv subscription for your selected package(s) ie. DStv Premium, DStv Compact, DStv Indian, DStv fr or DStv Bue as well as an access fee. The access fee is charged to access multiple channels simultaneously (be this for viewing or recording).

Please note that enabling the PVR functionality does not necessarily give you access to the HD channel. The HD channel is only available to DStv Premium subscribers.

What is the access fee for?
The access fee is charged to access multiple channels simultaneously (be this for viewing or recording).

Why isn’t the HD PVR a dual view decoder?
The technology for a dual view HD PVR is not yet available at a cost which would make this product commercially viable. XtraView takes care of the second and in some cases, third viewing environment at no additional subscription to what you currently pay for on the Dual View decoder or SD PVR.

Will MultiChoice introduce a dual view HD PVR in the future?
At present the hardware components in the PVR required to support both HD and Dual View are either not available or are so expensive that they would increase the price of the PVR to such an extent it would be out of reach of the average subscriber. So for at least the next 2 years and probably longer, a dual view HD PVR will not be made available by MultiChoice. XtraView is able to offer HD PVR customers multiple viewing environments in a very cost effective way. Please visit www.dstvafrica.com to see full information on XtraView, including the options available to HD PVR customers.

Is it true that there will be two different models of HD PVRs?
Yes, the HD PVR which launched the HD services in 2008 is manufactured by Pace. A UEC manufactured HD PVR with the same features and specifications will also be launched. The recommended retail price for both HD PVR decoders will be the same. The launch date for the UEC model is not yet confirmed.

What size hard drive does the HD PVR have?
The hard drive allows you to record up to 150 hours of Standard Definition TV (almost double the SD PVR capacity) or up to 50 hours of HD TV.

What is the “24 hour i-Plate”?
The i-Plate on the single view and dual view decoders have information for 2 programmes (ie. now & next). On the SD PVR, we've gone one better, as it lists information for 3 programmes (now, next, then).


The i-Plate on the HD PVR improves on this even more and has information on programming for the next 24 hours allowing you to easily browse the programming schedule and set recordings without leaving your favourite channel.

Does the HD PVR also have a 2 hour buffer?
Yes, the HD PVR does have a 2 hour buffer which is retained even when you view a recording; however the buffer is not retained when you change channels. This will change in the future.

Does the HD PVR come with a HDMI cable?
Yes, a 1.8m HDMI cable and audio/video cable are supplied with the HD PVR.

Do the existing remote controls work with the HD PVR?
No, the HD PVR uses a different protocol. A new remote control (with batteries) is supplied with the HD PVR. Your HD PVR remote control does however work on the SD PVR.

What are the outputs & inputs on the HD PVR?
The HD PVR has the following outputs :

• 1 x HDMI (only source of HD)
• 1 x set AV (Red, white yellow)
• 1 x set YPbPr (Component)
• 1 x RF Out (F-type connector)
• 1 x SPDIF optical
• 1 x SPDIF coaxial
• 1 x TV SCART / RGB / S-Video, etc. available via menu options and adaptors (not supplied)

The HD PVR has the following inputs:

• 4 x LNB (F-type)
• 1 x RF IN (F-type)
• Power socket (3 pin to figure 8)

The following connectors are for future use :

• 1 x eSATA 
• 2 x USB 2.0
• 1 x Ethernet

If I need to cancel my PVR subscription, can the HD PVR be used as a single view decoder?
Yes, the HD PVR can be used a 1110 model single view decoder.

What is the warranty on the HD PVR?
If the decoder becomes faulty within 60 days of purchase, please return it to the point of purchase for a replacement. Please remember to take the proof of purchase with you. MultiChoice also offers a carry-in repair warranty that is valid for 12 months from the date of purchase. (Please see the Product Warranty in the HD PVR Viewer’s Guide for more information).

Does the HD PVR have series recording?
The HD PVR does not currently support series recording. This feature is on the roadmap but no dates have been committed to at this point. We finished exhaustive BETA testing of the series recording feature on the SD PVR earlier in 2008 and the results of that need to be worked into a revised solution.

How do I set a time based recording?
You can do this from the Scheduled Recordings screen.
Press RED to access the Playlist, right arrow to the Scheduled Recordings screen and then press BLUE to set-up a time based recording.

Explain the safety net option for recording on the HD PVR:
When you schedule a recording, the HD PVR automatically adds 3 minutes to the beginning and 10 minutes to the end of the recording (as long as these extensions don’t clash with other existing recordings).

You can change the default setting. To do this - press MENU, select Personalise, Edit Option 4.

The new setting will only take effect on recordings scheduled after you made the change, ie. recordings already scheduled retain the previous safety net settings.

What are the key differences between the current PVR (now known as the SD PVR) and the HD PVR?

SD PVR	HD PVR
View and record SD content	View and record SD and HD content
View 2, record 1 channel simultaneously	View 1, record 2 channels simultaneously
Record up to 80 hour of SD programming	Record up to 150 hours of SD programming (if recording only HD content, you can record up to 50 hours)
Pause Live TV for up to 2 hours	Pause Live TV for up to 2 hours
Rewind Live TV up to 2 hours	Rewind Live TV up to 2 hours or up to previous channel change
The buffer is cleared when you view a recording	The buffer is not cleared when you view a recording
i-Plate displays information for the next 3 programmes	i-Plate displays information for the next 24 hours of programming
Slow Motion playback	Slow Motion playback
Full TV Guide (including searches)	Personalised TV Guide (no searches)
No Favourite Channels functionality	Full Favourite Channels functionality
Trip over unwanted or unavailable channels when channel surfing	Create your own personalised bouquet with only your favourite channels
DStv on Demand (VOD) – launched 1 August	Not available (1)
Subtitles	Subtitles not available at launch (2)
Full interactive services (example : SuperSport Active, News24, Weather24) on TV1	SuperSport Active available now. Other interactive services will follow soon(3)
Multi Unit Dwelling installation support	NO support for Multi Unit Dwelling installations (2)
NO SaTCR (satellite channel router) support	SaTCR (satellite channel router) support
2 LNB inputs	4 LNB inputs

(1) Product offering and launch date still to be confirmed.
(2) These features will be added in the future.
(3) More interactive services will be added in the future.

Can the SD PVR be upgraded to receive the HD content?
No, it is not technically possible to upgrade the SD PVR to receive HD signals as the hardware does not have the correct technology to decode the HD signal. The SD PVR can only decode a Standard Definition (SD) signal.

Should I replace my current SD PVR with the HD PVR?
We recommend you keep your SD PVR and link it to the HD PVR using XtraView(1). This will give you PVR functionality in 3 separate viewing environments, and interactive services in two.

You will be able to view a different channel (live, from the buffer or playback) on 3 different TVs, while simultaneously recording four other channels!

The HD PVR Favourite Channels feature, the HD Channel (including widescreen with Dolby digital) will be available in one environment and you can even set different Parental Control levels for each decoder. Add to this a combined recording capacity of 230 hours (2) and you are guaranteed to get so much more.

More great news - the only additional monthly cost (over and above your standard subscription) is the access fee. In other words, you pay the same monthly subscription costs for a HD PVR + SD PVR combo, as you would for the HD PVR or SD PVR on its own! (3) It is possible that your installation will need to be upgraded. (4) Please visit www.dstvafrica.com for more info on XtraView

(1) XtraView is currently only available to DStv Premium, DStv Compact, DStv Indian, DStv fr and DStv Bue subscribers in South Africa.
(2) The HD PVR can record up to 150 hours of SD content. If you only record HD content, the HD PVR has a recording capacity of 50 hours, ie. a minimum of 130 hours combined recording capacity.
(4) MultiChoice recommends the use of a MultiChoice Accredited Installer for all XtraView installations.

What do I do with my existing decoder? (I have a 1110 decoder)
We recommend you keep your 1110 and link it to the HD PVR using XtraView(1) - allowing access to two different channels on two different TVs at the same time, whilst simultaneously recording two other channels!

PVR functionality, the HD Channel (including widescreen with Dolby digital) will be available in one environment, whilst Interactive services (including TV Guide) will be available in both. The HD PVR Favourite Channels feature will be available in one environment, while the useful Title Search feature is available in the other. You can even have different Parental Control settings for each decoder.
(1) XtraView is currently only available to DStv Premium, DStv Compact, DStv Indian and DStv Bue, DStv fr subscribers
(3) MultiChoice recommends the use of a MultiChoice Accredited Installer for all XtraView installations.
What other XtraView (1) decoders can be connected to the HD PVR?

Decoders	Independent Viewing Environments	Viewing Environments in which PVR functionality is available	Simultaneous Recordings	Recording Capacity (2)	Monthly Subscription + Access Fee (3)
HD PVR + 1110	2	1	2	150 Hours (2)	Base + Access
HD PVR + HD PVR	2	2	4	300 Hours (2)	Base + Access
HD PVR + SD PVR	3	3	3	230 Hours (2)	Base + Access

If I have the SD PVR and HD PVR do I need a new smartcard for the SD PVR?
It is likely. To check that the SD PVR has the correct smartcard, press MENU, select Information, check Add2 Status. If the status reads “requires smartcard upgrade” follow the steps below :

Warning! If the correct smartcard swop procedure is NOT followed, you will lose access to all existing recordings on the SD PVR.
To do the smartcard swop, take the SD PVR (with smartcard) to your nearest MultiChoice Branch or Agent. On arrival, clearly request the XtraView / Add2 smartcard swop. Whoever assists you must confirm that your recordings are viewable with the new smartcard, before you leave our offices. If you are unable to go to a MultiChoice Branch or Agent, please contact your nearest MultiChoice Accredited Installer. You will be charged a fee for the new smartcard, which will be reversed once XtraView is activated.

How can I be sure my kids are watching suitable programmes?
MultiChoice follows a world standard level of content and age restricted ratings based on accepted international standards. All decoders have the ability to block out different levels of content to ensure that home viewing is acceptable to the subscriber. Please follow the parental control guide to set this block on your decoder.


How do I activate Parental Control?

Parental Control Procedure:

PVR Decoders

1. Press the Menu button on your DStv remote control
2. Select the Parental Control Option
3. Key in the default Pin Code, which is 1234 (You have the option to change the default Pin Code
4. Select Blocking Option (Option 1)
5. Scroll by right arrow and select Parental Control
6. Go to Parental Levels and then choose the appropriate PG Rating
7. Selecting Family or PG13 will block an event rated 16 and above.
8. Select Accept these settings.
9. Press `Exit’ to go back to normal viewing.

Other Decoder Models

1. Press the Menu button on your DStv remote control
2. Select the Parental Control Option
3. Key in the default Pin Code, which is 1234 (You have the option to change the default Pin Code
4. Select Blocking Option (Option 1)
5. Scroll by right arrow and select User Defined
6. Go to Parental Levels and then choose the appropriate PG Rating
7. Selecting Family or PG13 will block an event rated 16 and above
8. Press `OK’ to save the settings
9. Press `Exit’ to go back to normal viewing.

How are programmes licensed for Pay TV?
M-Net movies are generally licensed for a 2-year period, with a repeat of 10 times per channel, i.e. M-Net, M-Net Movies and M-Net Movies 2. Themed broadcasts require special 2-month licences. Pre-recorded specials are generally licensed for 1 year. Direct feed channels, for example BBC Entertainment, Discovery, or National Geographic, follow international standards which offer a shorter license period with generally higher repeat rates.


What is the policy regarding programme repeats and the advertising thereof?
Programme repeats are an integral part of the multichannel television environment. Channel providers internationally repeat movies and programmes to allow viewers to plan viewing time at their convenience. The purchasing of programme and movie rights is based on a model whereby programmes and movies are purchased for a certain number of screenings. This allows for the movies or programmes to be shown at different time slots to allow viewers a choice of when they would like to access the programming. Repeats in the case of a multi-channel environment allow subscribers not to miss out in instances where two or three interesting programmes are flighted at the same time. They also enable subscribers to plan their viewing time more effectively.


What causes changes to the scheduled programmes?
Unfortunately in some instances channel suppliers will change the programme schedules on their channels. Due to the Dish magazine being printed months in advance, late programme changes can only be checked on the EPG. Every effort is made to ensure that the EPG is as accurate as possible and reflects all programme changes. Note that in the case of sports events there are cases where matches run over or are changed at the last minute.


Why does the TV Guide sometimes contain incorrect information?
Occasional inaccuracies in the TV Guide are caused by the following reasons:
Schedule information is sometimes not received in time for publication in the TV Guide (information must be submitted at least six weeks in advance for publication)
Live sports coverage is subject to change without notice as an event can be cancelled/ postponed at the last minute due to bad weather, injuries, loss of satellite signal, or other problems. Scheduled programmes are replaced with special event programmes.


Why do I have to pay extra for the separate Subscriptions?
Separate Subscriptions are international premium services, which market themselves independently of any Pay TV bouquet and appeal to particular viewers. If these services were included in a standard bouquet it would dramatically increase subscription fees.


Why does DStv show repeats of certain shows?
With over 60 channels, 24 hours a day, you'll never be able to watch everything on DStv. To make sure you don't miss out, our programmes are screened for your convenience at different times of the day. All international cable and satellite companies use this method to give viewers another chance to catch popular programmes. So whether you're an on-the-go executive or a late night party animal, a midnight movie person or a daytime doccie watcher, the shows you love will be on whenever it suits you. Just go to the DStv Guide on channel 100, find the right time, set a reminder - and you'll never miss a thing.

What happens if I want to use my smart card in a different decoder for the afternoon?
This is NOT recommended. You will need to contact the MultiChoice Call Centre to have your smart card force-married to the decoder you want to use. The owner of that decoder will not be able to use their smart card until they contact the MultiChoice call centre to override your smart card’s marriage to their decoder.

How does Smart Card Marriage affect my second home or second decoder?
We will be able to marry your decoder on the following conditions:
Decoder must be switched on
Smart card must be in the decoder
An E17 error message must be displayed
Call the MultiChoice contact centre to clear the E17 error message.

This process does not need to be repeated. Once completed, the smart card will be married to the primary and secondary decoders. Please note: All smart card marriages are tracked and audited.

What is Information Central?
Information Central is a ''self-help'' tool that allows you to find out if your decoder is capable of downloading the new decoder software


Where do I find Information Central?
To go to Information Central, press the MENU button on your remote control and select Information Central by pressing “OK”.


How do I download the latest decoder software manually?

• The software download procedure is as follows:
• Press the MENU button on your remote control
• Select “Advanced Options” (7) and press “OK”
• Select “DSD Upgrade” (7) and press “OK”

The screen will show 2 options – “Manual Upgrade” (1) and “Automatic Upgrade” (2).
If the Automatic Upgrade (2) option is already selected and you are unable to select the “Manual Upgrade” (1) option, this means that the latest software has already been downloaded to your decoder manually.

If you are able to select “Manual Upgrade” (1) option, press “OK” and your software download will begin. Please do not interrupt the download before it is complete.


My decoder was downloading the new software and there was a power failure. What must I do?
When the power resumes, normal viewing will be resumed. To initiate software download, please follow the same procedure as before.

How do I activate widescreen format on my decoder to ensure I have the correct settings on my widescreen television set?

The procedure is as follows:

1. Press the menu button
2. Advanced options
3. TV installation 
4. Enter code 9949
5. Select Aspect Ratio
6. Press ''OK''
7. Arrow key scroll to 16:9
8. Press ok
9. Press 2 to accept 
10.  Exit until at last view

There is no sound on any DStv service.
• Ensure that MUTE is not active on the TV
• Ensure that the TV volume is turned up and that the MUTE is not active on the decoder.
• Ensure that the decoder volume is turned up.
If the problem persists, switch your decoder off at the wall, unplug it and then switch it on again.

Some of the picture colours are missing.
Fine-tune the TV. If the problem persists, have the decoder tested.


There is a different soundtrack to the picture.
If the TV set can tune into radio channels, make sure it is on the TV soundtrack option. If the problem persists, change the UHF setting and retune the TV. If the problem then still persists please bring you decoder in for testing.


The TV channel used for DStv is 'snowy'.
Make sure that power is being supplied to your decoder and that it is on.
Check that all the plugs are plugged in and are on. Ensure that all the fly-leads are properly connected. Ensure that all the devices in loop are on/connected. Check different outputs on your decoder. If the problem persists please bring it in to your nearest MultiChoice branch for testing.


The TV screen is blank, but I hear music
Press the “TV” button twice, scroll up to DStv and press the OK button.

There is no sound on certain DStv services.
Reboot your decoder (ie. Switch it off and on again at the wall). If the problem persists call your nearest MultiChoice Contact Centre.


The decoder displays a channel number but the TV is blank.
Reboot your decoder. If the problem persists, press the UHF button until SAT or IRD is displayed for a short while. If the problem is not resolved call your MultiChoice Service Centre.

What technical support is on offer if my decoder has any problems?
Countrywide technical support is available around the clock to make sure that your viewing experience is easy and trouble free. Our efficient operators are just a call away. Check your Dish magazine or click here for your nearest call centre.

Why does rain affect my reception?
“Rain fade” can occur due to weather at reception of signal or at the source causing rain fade. You should not experience any problems with your signal if the sky is overcast of if there is drizzle or normal rainfall. If you are having problems under these circumstances, then your dish is not optimally installed or properly fine-tuned, and you should contact an installer to rectify the problem. It should be noted that MultiChoice recommended dish size is 90 cm on Ku-Band. Signal interruptions may occur during heavy downpours – this is unfortunately a feature on all satellite systems worldwide.

What is a solar outage?
This is a natural phenomenon caused when the sun crosses the equator and traces an arc that places it directly behind geostationary satellites. This can momentarily disrupt satellite reception and causes a phenomenon known as a solar or sun outage. The outage may last several minutes each day during the season and will last longer the smaller the antenna involved. The event may occur for several days both before and after the peak day. Outages will occur at roughly the same time each day and may repeat on a daily basis for a week or more.

What is the frequency of solar outages?
Solar Outages occur annually for a three and a half week period (usually between 10.45 and 11.15 CAT), between the months of March and September. This phenomenon affects all geostationary (fixed) satellites and while it cannot be prevented, we can predict the days and times that sun outages will occur.

How do I rescan my decoder?
Press MENU BUTTON
GO to ADVANCED OPTIONS
GO to DISH INSTALLATION (1) and press OK
Type in 9949 (numbers)
GO to SCAN ALL NETWORKS (4)
Allow box to do a full rescan and all services will be restored allow process to complete.

E35 – Service is currently scrambled
Temporary failure in receiving transmission Tune to another channel and back again. If the problem persists, reboot your decoder.

E08 – CA Module failure
The Control Access module is malfunctioning. Please have your decoder tested.

E07 - Checking Smartcard
The decoder is checking the Smartcard. If the message is still displayed after 30 seconds remove the Smartcard, wait for the error code and re-insert the Smartcard. If

E07 reappears, reboot your decoder. If E07 reappears, the decoder/Smartcard might be damaged and should be brought in for testing.

E39 – Locating Service
The decoder is trying to locate the service. Wait a couple of seconds until the service is located.

E05 - Unknown Card
The incorrect Smartcard is inserted or the Smartcard might have been inserted incorrectly or has collected dust. Remove the Smartcard, ensure that it is free of dust and re-insert it with the chip facing downwards and the arrows facing the decoder. Reboot the decoder.

E18 – Unknown Smartcard
The incorrect Smartcard is inserted or the Smartcard might have been inserted incorrectly or has collected dust. Remove the Smartcard, ensure that it is free of dust and re-insert it with the chip facing downwards and the arrows facing the decoder. Reboot the decoder.

E45 – Searching for signal at XXXX MHz
The satellite dish is not receiving a signal. This might be caused by bad weather – either where you live or where the signal originates from (Randburg, UK etc). Your installation may, however, need checking.

E38 – Service is not currently running
The service is not running. Consult the TV Guide for running hours of this service.
This service might be reserved for future use. If the error appears often, reboot the decoder. If the problem persists, your decoder might be faulty and should be tested.

E42 – Parental Control Lock
The service/event has been blocked by parental control. Enter your PIN or call your nearest MultiChoice Contact Centre if you have forgotten your PIN.

E34 – Service is currently scrambled
The signal is not being received. Tune to another channel and back again. If the problem persists, reboot the decoder.

E37 – Service XX is reserved for future use
There is no service running on the selected channel number. An incorrect channel number was entered. Re-enter the required channel number.

E17 – Service is currently scrambled
Transmission has been scrambled. Reboot your decoder. If the error code re-appears call your local MultiChoice Contact Centre

E30 – Service is currently scrambled
Transmission might be temporarily suspended. Check that there are no outstanding payments on your account. The service needs to be reset from MultiChoice. Call you local MultiChoice Contact Centre

E16 – Service is currently scrambled
Transmission might be temporarily suspended. Check that there are no outstanding payments on your account. The service needs to be reset from MultiChoice. Call your local MultiChoice Contact Centre

E14 – Service is Currently Scrambled
Transmission might be temporarily suspended. Tune to another channel and back again. If the message reappears, reboot your decoder. If the E14 message reappears again, contact your nearest MultiChoice Contact Centre
The code E37 error appears on all the channels.
Your decoder might be in the incorrect bouquet selection. Press the TV button on the remote control, scroll up to 'DStv bouquet' and press the OK button.

E32 – Service is currently scrambled
Your Smartcard is not switched on or activated. Check that there are no outstanding payments on your account. The service needs to be reset from MultiChoice. Call you local MultiChoice Contact Centre

E04 - Please insert Smartcard
Your smartcard might have been inserted incorrectly or in the incorrect slot. Remove the Smartcard, wipe with a soft dry cloth and re-insert. If message reappears, reboot. If problem persists then the decoder and/or the Smartcard might be damaged and must be tested

E19 – Service is currently Scrambled
Your subscription might have expired. Please call your nearest MultiChoice Contact Centre.

Where do I find the programme schedules?
Press the “TV GUIDE” button on your remote control. You can then find your schedules according to the genre of programming you are looking for. Here you will be able to access schedules for up to eight days in advance.


How do I access the channel grid on my TV screen?
Customers can use the channel grid to find their favourite channels. The channel grid displays a list of all available channels in the DStv bouquet and is a quick way to check what's showing on your favourite channel. It is also a great way to tune to a channel when you're not quite sure what number that channel is on.

1. To display the channel grid, press any of the arrow keys on your remote control.
   (Please ensure that there is no other information on-screen, e.g. the i-plate, bouquet options etc, when you press the arrow keys)
   
2. Use the arrow keys to move the highlights around the grid. As you move the highlight, you will notice that the information on the i-plate (at the bottom of the screen) updates to reflect the programming information on the selected channel. To tune to the selected channel, simply press 'OK'. To view extended programme information, press 'i'.
   
3. To remove the channel grid, press 'Exit'.
   
4. You can also set reminders from the channel grid. Press 'i' and then the arrow to highlight the next programme. You can press 'OK' once to set a normal banner reminder or press 'OK' twice to set an auto tune reminder.

What is XtraView?

• A cost effective and flexible solution which allows two XtraView capable DStv decoders* to be linked together in one household, at the cost of a single subscription plus a monthly access fee is equivalent to the one currently payable for SD PVR and Dual View  decoder functionalities.
• XtraView allows you to increase the number of TV channels which can be viewed simultaneously in your home without having to pay and additional subscription. (*See available XtraView combinations)

How does XtraView work?
Two decoders* are linked to work under a single subscription. Each decoder is independently connected to the satellite dish and each decoder has a smartcard. In the XtraView installation, one decoder is designated as the “primary” decoder and the other one is designated as the “secondary”. The decoders are linked by a cable that allows communication between them and the primary decoder sends a “heartbeat” to the secondary decoder via this cable. If the cable is removed or the “heartbeat” lost, the secondary decoder will lose video & audio until the cable is replaced or the “heartbeat” resumed. There is no impact to the primary decoder if the cable is disconnected. (* See available XtraView combos)

How much does XtraView cost?
You will need to pay a monthly access fee over and above your normal subscription. This access fee is equivalent to the one currently payable for SD PVR and Dual View decoder functionalities. Please note that if you are already paying an access fee as an SD PVR or DualView subscriber, you will not be billed extra. For more information of the cost of XtraView, please contact your nearest MultiChoice Contact Centre.

What makes this different from the Dual View system?

• Using the Dual View decoder subscribers were able to watch 2 different channels in 2 different rooms using a single decoder. This solution works off two separate decoders. 
• The subscription model however remains the same.
• Is the aim of XtraView to replace the Dual View or SD PVR decoders?
• XtraView adds more functionality and benefits for Dual Viewing.
• Better picture quality, full Interactive applications functionality and more.
  Do I have to buy a new decoder to get XtraView?
• Since XtraView is a network of two decoders working simultaneously, you will need two XtraView capable decoders.

Which are the decoder models that are XtraView capable?

• DSD 1110
• SD PVR
• HD PVR

What XtraView combinations are available?
Please contact your nearest MultiChoice Office to confirm availability of combinations that include SD and HD PVR’s. However, 1110 decoders are currently available for use with XtraView. The various decoder configurations and the resulting viewing combinations for the

XtraView Solution are:

Decoders	Independent Viewing Environments	Viewing Environments in which PVR functionality is available	Simultaneous Recordings	Recording Capacity	Monthly Subscription + Access Fee
1110 + 1110	2	0	0	0	Base + Dual View Access Fee
HD PVR + 1110	2	1	2	150 Hours	Base + Dual View Access Fee
HD PVR + HD PVR	2	2	4	300 Hours	Base + Dual View Access Fee
HD PVR + SD PVR	3	3	3	230 Hours	Base + Dual View Access Fee

Please Note: These combinations are currently only available for IS-7 (Southern Africa) countries. Please contact your nearest MultiChoice Office to confirm availability.

Why is the 1110 + SD PVR combination not offered for the XtraView solution?
It is not commercially viable for MultiChoice to make this option available.

Will future models of decoders have XtraView capability?
Yes, it is planned that all future generations of MultiChoice digital satellite decoders will come with XtraView capability.

Which customers qualify for the XtraView solution?

• Customers who subscribe to the following bouquets:
  o DStv Premium
  o DStv Compact
  o DStv Family
  o DStv Indian
  o DStv Bue (Portuguese) bouquet
  o All DStv Franciase (French) bouquets

Which bouquets are not applicable for the XtraView solution and why?

• DStv EasyView
• DStv Commercial (bars, clubs and hotels)

It is not commercially viable to offer the XtraView solution on these bouquets. 

What are the benefits of XtraView?

XtraView allows two qualifying decoders to be linked together in one household without having to pay two full subscriptions. Depending on the allowed decoder combination, you can get up to three different channels on three different TV’s at the same time:

1110 – 1110:
This option gives you two different channels in two different rooms with all the
interactive applications (such as SuperSport Active & Weather 24) in both rooms.


How many viewing environments will I have with XtraView and how many channels will I be able to record?
Depending on which decoder combination you chose, you can view two to three
channels at the same time on different TV sets. Each room has its own remote control linked to its primary decoder – allowing complete control of each viewing environment.

Decoders	Independent Viewing Environments	Viewing Environments in which PVR functionality is available	Simultaneous Recordings
1110 + 1110	2	0	0
HD PVR + 1110	2	1	2
HD PVR + HD PVR	2	2	4
HD PVR + SD PVR	3	3	3

What do I need to in order get XtraView?

• You will need two XtraView capable decoders and two or more TV sets - depending on the decoder combination you have chosen.
• A qualifying bouquet subscription.
• An upgraded installation. Due to the complex nature of the product, we strongly
  recommend that you contact a MultiChoice Accredited installer who will install and activate your XtraView network.
• The latest version of decoder software.
• The latest version of smartcard.
• Once installed, activate your XtraView (if you installer has not already done so) by contacting the MultiChoice Call Centre with your subscription details, decoder details, smartcard details, primary decoder choice and product choice.
• Once the call centre agent has set-up your network, you will then need to provide them with the Activation Code – the four-digit code that appears on the screen on TV2. This code ensures that you are not charged two subscription fees.
  

How will I know if I need new software?

• Go to Information Central (SD and HD navigation)
• Look at XtraView status (SD PVR, 1110, HD PVR – different screens)
• If Status is “Available”, your software is XtraView ready.
  

How do I know if I need a new smartcard?
Most smartcards in decoders purchased after April 2008 should be XtraView capable. However, we recommend that you go through the following process to be sure:

• Look at the picture
• Check the XtraView Status
• Go to Information Central (DA and HD navigation)
• Look at XtraView Status (SD PVR, 1110, HD PVR – different screens)
• You should see “Ready but Inactive” not “Requires Smartcard Upgrade”
  If I have the SD PVR and HD PVR do I need a new smartcard for the SD PVR?
  A new smartcard will be required for when the XtraView combination is deployed later this Year. Until then, you can continue using the current smartcard in the PVR.
  

Why do I need to swap my smartcard?

• Older smart cards do not have the necessary technology to support the XtraView solution. 
• Please verify your smartcard model by checking the bottom left hand corner of your actual smartcard. It should say Zeta +2. This is the correct smartcard version. 
• Mostly smartcards in decoders purchased after April 2008 should be XtraView capable, however we recommend that you follow the above process to be sure.
• Alternatively you can download the latest XtraView software on your decoder, then on your DStv remote control press:
  o Menu
  o 1 Information Central
  o 8 XtraView: the message will read ‘Requires Smartcard Upgrade’ if you need a new version smart-card
  o The complex nature of the XtraView solution requires a slightly more sophisticated smartcard.
  

What happens if I want to keep my existing smartcard?
You may keep your existing smartcard (which will not be functional after XtraView activation) However, you will then need to buy the new Zeta+2 smartcard in order to activate your XtraView.

How do I get a new smartcard?
Contact your nearest MultiChoice Contact Centre or Accredited Installer

What happens if I want to keep my existing smartcard?

• You may keep your existing smartcard however you will then need to buy the new Zeta +2 smartcard for xxx.
• Your MultiChoice accredited installer will swap your old smartcard at no charge.

Will I be able to use my current decoder to access XtraView?
• If you own a DSD1110 or SD PVR it can be used as part of the system.
• All future decoders will have the ability to connect to the XtraView solution.
• In this way you can protect your investment in decoders as you add to the system in
your home.

Do I need another installation to access XtraView?

• Subscribers do not need to install an additional dish to enjoy the XtraView solution; however you will need to upgrade your existing installation to be XtraView capable. The minimum installation requirement is a Dual LNB.
• MultiChoice recommends that you use an accredited MultiChoice installer to set up the new system. 
• The installer will advise the subscriber on the best installation option and ensure that everything works before they leave the subscribers home.
• To find an accredited installer near your home, you can:
  o Contact our call your nearest MultiChoice Call Centre for assistance.
  o Visit our website on www.dstvafrica.com for more information on installations and MultiChoice Accredited Installers in your area.
  

If I already have a DSD1110 do I need to buy a new one to get the feature?

• No, your existing decoder can be made ready with an over the air software upgrade once the software is ready.
• On your remote control press:
  o Menu
  o Advanced Options
  o DSD Upgrade
  

Can I use my current remote control?

• The remote control that comes with the 1110 decoder can be used with all XtraView capable decoders.
• The remote control that comes with the HD PVR can be used with all XtraView capable decoders.
• The remote control that comes with the SD PVR will only work when used directly with the SD PVR.

How much extra do I need to pay for the XtraView subscription?
There is an additional monthly access fee for XtraView. This access fee is equivalent to the one currently payable for SD PVR and Dual View decoder functionalities. Please note that if you are already paying an access fee as an SD PVR or DualView subscriber, you will not be billed extra. For more information of the cost of XtraView, please contact your nearest MultiChoice Contact Centre.


Will there be a difference in subscription for a customer who has an SD PVR and a HD PVR vs. one with two DSD1110s?
The additional monthly access fee for XtraView is the same, regardless of the decoder combination used.

Is XtraView available for commercial subscription?
XtraView is not available to commercial subscribers.

How much more will I be billed for XtraView if I connect more decoders?

• Currently you are able to only connect a network of two decoders.
• Therefore your billing will be for one XtraView solution.
  

Can I have more than 1 (one) XtraView product leaded to my account?
You are limited to only 1 (one) XtraView product per account.
My account shows that I am being double billed.

• If you are a 1110 – 1110 XtraView Subscriber please contact the MultiChoice Contact Centre with your details to have your account resolved
• If you are an SDPVR – HDPVR XtraView subscriber, please wait until the monthly billing has gone through, if you have been double billed MultiChoice will pass a credit.
  

How will Decoder Care Contracts work with XtraView?
There will be separate Decoder Care Contracts for each decoder.
Both decoders will therefore need to be insured.

Why did MultiChoice choose such a complex process for activating XtraView?
The process was made as simple and as flexible as possible without compromising security on the system.

What is the "heartbeat"?
The “heartbeat” is the communication sent every 30 seconds from the primary decoder to the secondary decoder via the RF cable which connects the two decoders. The “heartbeat” cable does not carry voltage and the decoders communicate with each other via a 7MHz signal.

What happens if the “heartbeat” is interrupted or lost?
If the cable is removed or the “heartbeat” lost for more than 3 minutes, the secondary decoder loses video & audio until the cable is replaced or the “heartbeat” resumed.

For the first 5 minutes after the “heartbeat” has been lost, the following error message is shown in the TV2 environment – “XtraView Activation. Waiting for communication from Primary Decoder….”

If the “heartbeat” is not resumed within 5 minutes, the error message advises that “you may need to check XtraView set-ups, cables, connections and/or power statuses.” That message will remain until the problem is resolved.

There is no impact to the primary decoder if the “heartbeat” is lost.

What is a XtraView compliant installation?
A compliant installation is one where :

• decoders from a valid XtraView Combo have independently been connected to the satellite dish
• both decoders have the latest software
• both decoders have XtraView capable smartcards
• the role of primary and secondary decoders has been correctly allocated
• the cable between the decoders has been set-up correctly and tested (ie. remote commands can be relayed)
• the remote controls correctly configured
• the decoder menu set-up options correctly configured (XtraView and tvLINK set-up).