MultiChoice Africa Satellite Upgrade

Q&A for SESAT countries

1. Why is MultiChoice moving DStv onto a new satellite?
The decision to invest in a new satellite, underlines MultiChoice’s commitment to ensuring that our subscribers continue to enjoy the best and most up to date pay television offering on DStv. The new satellite will enable MultiChoice to launch new services on DStv which includes high definition (HD) channels; additionally the satellite has a stronger signal which will reduce instances of rain fade.

2. On which date will the migration occur?
The table below is a general outline of each satellite’s primary coverage in terms of expected impact. However, some footprints overlap and can apply to other countries.

3. My decoder has lost the signal?
In the event that subscribers are impacted as a result of the migration, the table below outlines the “error message” subscribers will see on their TV screens and what they should do to fix the problem. Subscribers will be able to rectify any problems with their decoders immediately.

*See subscriber instructions to troubleshoot Error Messages below.

* Call centres need to be monitored to determine if there is an impact and reported to project team.

4. How to check your decoders tuning parameters:

• Press MENU to access the Decoder Menu
• Select Advanced Options
• Select Dish Installation
• Enter 9949
• On Home Network use the left and right arrow keys to select DStv W4/W7
• Press OK
• Select “11. Accept all displayed values and leave screen”

W7

5. Subscriber Troubleshooting Instructions

1. How to do a full rescan on your decoder: Rescan (for surfer boxes)

• Press MENU to access the Decoder Menu
• Select Advanced Options
• Select Dish Installation
• Enter 9949
• Select Scan all Networks
• Follow on-screen instructions and do not interrupt the scan (ie. wait for normal video & audio to resume)

Rescan (for the HD PVR)

• Press MENU to access the Decoder Menu
• Select Advanced Options
• Enter 9949
• Select Network Set-up
• Press BLUE to Scan this Network
• Follow on-screen instructions and do not interrupt the scan (ie. wait for normal video & audio to resume)

6. How do I reboot my decoder?

Soft Reboot:

Hard Reboot:

• Unplug power
• Remove Smartcard
• Wait 30 seconds
• Plug power in
• Wait for E04 – Insert Smartcard

7. How to make sure the correct DStv Bouquet is selected:

• While on a video channel, press TV
• A “menu” will appear in the top left hand corner. The highlighted bouquet is where you are now. To change bouquets, use the up or down arrow to move the highlight and press OK to select the required bouquet.

8. I cannot pick up the local (free to air) channel
Unfortunately technical changes were needed at the uplink centres and hence some of the channels will be down for a short period of time. (down time expected for 24 hours) are:

- Angola (SESAT to W7: 07/01/10 to 08/01/10
- Uganda (SESAT to W7): 07/01/10 to 08/01/10
- Tanzania (SESAT to W7): 07/01/10 to 08/01/10

9. I have a non-MultiChoice decoder and it has lost the signal?
MultiChoice does not recommend or support the use of non-MultiChoice decoders as it is not able to manage the software in the box and cannot guarantee it will operate with any changes to the network infrastructure.

LNB MODE	Dual Frequency
LNB LOW	9750
LNB HIGH	10600
FREQUENCY	12245
SYMBOL RATE	27500
POLARISATION	Horizontal
FEC	¾

10. I live in a complex and there is no longer a signal:
This is likely to be due to the incorrect installation set up. You need to check that you are not operating off a single cable system. Contact a MultiChoice Accredited Installer in order to adjust the installation to a Multiswitch.