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New Subscriber Information 2011

Contents
INTRODUCTION
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1. CONTACT INFORMATION
1.1 National Customer Service Call Centre 1.2 Email 1.3 Fax 1.4 Offices

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2. BOUQUETS
2.1 DStv Premium 2.2 DStv Compact Plus 2.3 DStv Compact 2.3 DStv Family 2.4 DStv Access

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3. ACCOUNT PAYMENTS
3.1 Monthly subscription payments 3.2 Requirements for Making Payments 3.3 Useful Tips for Account Payments 3.4 Account Reconnections

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4 DSD MESSAGES
4.1 How to check your DStv messages on your decoder 4.2 Common Decoder Error Messages 4.3 Error Messages and Solutions

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5.0 REMOTE CONTROL USEFUL TIPS

5.1 How to find your decoder serial number, smart card number and other details on your decoder using your remote control 8 5.2 How to access your TV Guide on your remote 5.4 Parental Control -To set the parental control on your decoder 5.6 To re-set your decoder 5.7 Xtra View Re-Set 8 8 8 8

6.0 EQUIPMENT

6.1 Decoder Types Available 6.2 Other Equipment

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7.0 XTRA VIEW AND DUAL VIEW DECODER SET UPS 8.0 INSTALLERS
8.1 Installer Fees

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9.0 DSTV ONLINE PRESENCE

9.1 Facebook 9.2 DStv Website 9.3 SuperSport

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10.0 DSTV SELF-SERVICE

10.1 Services offered on the DStv Self Service Platform 10.2 How to Register with DStv Self-Service

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Introduction
Thank-you for subscribing to DStv, we are glad to welcome you as a new subscriber. We appreciate and value your business, and we would like to make your experience and interaction with us as enjoyable as possible. Below is some information on the products and services that are available to you as a DStv subscriber.

1. Contact Information
1.1 National Customer Service Call Centre
You can call our Customer Service Call Centre, for any account or product related problems or queries. Call Centre Number

Tel: 01821777
Operating Hours Weekdays: 8am-8pm Saturday: 9am-5pm Sunday: 8am-3pm

1.2 Email
You can contact us on our email for any queries or problems that need assistance. multichoice.malawi@multichoice.co.za

1.3 Fax
Fax Number: 01823369

1.4 Offices
We have offices in both Lilongwe (Area 9 behind CIVO stadium) and Blantyre (Independence Drive). Operating hours Weekdays: 8am- 5:30 pm Saturday 9am- 1pm Sunday: Closed

2. Bouquets
2.1 DStv Premium
DStv Premium offers viewers over 80 channels, from live sports coverage to the latest news from around the Globe. Award-winning documentaries, non-stop movies, gripping series, kids entertainment, as well as great music programming. As a DStv Premium subscriber you also have access to seven HD channels. You can enjoy programming on M-Net HD, Movie Magic HD, Discovery HD, as well as four SuperSport HD channels. *(Please note that all HD channels can ONLY be viewed on a HD PVR decoder).

2.2 DStv Compact Plus

DStv Compact PLUS offer viewers access to over 50 DStv channels, including news, lifestyle and entertainment channels. Compact Plus offers viewers a total of six sporting channels including SuperSport 7, 9 and 10 , SuperSport Blitz, ESPN and ESPN Classic. This bouquet makes sure there is something available for all sports lovers, as well

providing great family viewing.

2.3 DStv Compact

DStv Compact has over 50 viewing channels. In this bouquet viewers can enjoy entertainment, movies, religious and sporting and news channels, as well as other great viewing options.

2.3 DStv Family

DStv Family offers subscribers an even more affordable bouquet without compromising on quality. Subscribers enjoy over 35 channels offering the best in sport, movies, religion, children, documentaries, news and commerce.

2.4 DStv Access

DStv Access offers over 25 quality channels of family entertainment at the lowest cost to the market. Subscribers have an extensive choice of entertainment channels, combining movies, documentaries, news, childrens programming, music, religion and sport.

3. Account Payments
3.1 Monthly subscription payments
Customers can make their monthly subscription payments at the following locations First Merchant Bank National Bank and NBS nationwide (within banking hours). Multichoice Offices in Blantyre or Lilongwe (within office hours).

3.2 Requirements for Making Payments

Customers will need: -Account number and or Smart Card number - The name of the Bouquet that you would like to pay for.

3.3 Useful Tips for Account Payments

It is better to pay before your account expires. The automated system switches the decoder off if you pay after your account due date. It can be time consuming to arrange reconnection.

If your account remains active continuously without being switched off: You will experience less problems trying to reconnect your account. Your name will be included in the competitions to WIN PRIZES.

It is NOT necessary for you to request a reconnection after payment. Reconnections are only required if your account has been switched off. If you pay for your DStv subscription in advance: You will save money by avoiding incurring monthly bank charges

If you pay for 11 months in advance, you will get the 12 month for FREE. (This applies for all bouquets options).

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3.4 Account Reconnections

- If you are disconnected due to non-payment , your account can only be reconnected after you have made payment. - Make sure your decoder is switched on and is on Channel 112 (Magic World) before you request a reconnection. Your account will not be reconnected if your decoder is off or on the wrong channel. - If you need to call our call centre ,for any enquires or account problems, please have your receipt number and account number/ smart card number available in order to prevent delays.

4 DSD Messages
-Every month MultiChoice sends messages of importance to you through your decoder. This will show as a small envelope on your screen.

4.1 How to check your DStv messages on your decoder

-It is important to check these messages to find out when your account is due for payment, as well as receive any other information that DStv might want to communicate to you. Steps - Press the Menu button on your remote controller. - Select Messages - Read message

4.2 Common Decoder Error Messages 4.3 Error Messages and Solutions
Error Message E16/E16-4 E30 Service is currently scrambled Solution Check Bouquet selection. Make sure the smart card is inserted properly Switch decoder off and then on, and wait 5 minutes for picture to resume. This error appears on a normal installation where the smart card has not yet been activated or the decoder and smart card are not PAIRED. Call customer service. The decoder is checking the smart card. Pull out and reinsert Smart Card and wait 30 seconds. If this error persists call customer service. Installation Problem, Rescan, Reboot Decoder, then check installation with an accredited installer. Make sure that LNB cable is screwed in properly. If problem persists call customer service. Make sure you are not on an audio channel. Switch off decoder and wait for 5mins and switch on again. The picture will resume. Go to the primary decoder

E17/E17-13 Smart card marriage conflict or Service currently scrambled

E07/E074

E38 Program Map Table not available

Searching for Signal Blank Screen

Communication failure between Primary and Secondary

decoders.

Press the Menu button on the remote control. Go to Advanced Options Enter PIN 9949 Go to Extra View Settings Make sure Primary Decoder is set as RF IN. Make sure Secondary Decoder is set at RF OUT Save changes by pressing OK on the remote control.

5.0 Remote Control Useful Tips

5.1 How to find your decoder serial number, smart card number and other details on your decoder using your remote control
Steps - Go to Menu on your Remote Control - Go to Information Central on your decoder - Press OK on your remote control - Decoder details and general viewing details can be found on this screen on your decoder.

5.2 How to access your TV Guide on your remote

- Press the TV Guide Button on your rem ote control and TV Guide will appear on screen or -Go to Channel 100 and Press OK on remote to view the TV Guide 5.3 How to check your DSD messages on your remote control Press MENU on your remote control Go to Mail Messages on your decoder Press OK on remote control to read messages.

5.4 Parental Control -To set the parental control on your decoder
Press MENU on your remote control Go to Information Central and Press OK on remote control. Go to Set Parental Control and Press OK on remote control Enter PIN Number 1234 Re-set Pin Number to one of your choice Press OK to save settings.

* If you forget your Parental Control Pin number, please call our offices in order to Re-Set your parental control Pin.

5.6 To re-set your decoder

Go to Menu on your Remote Control Select Advanced Options Press OK on your remote control Select Dish Installation save changes by pressing OK on the remote control Enter PIN 9949 Select Reset to Factory Default SAVE changes

5.7 Xtra View Re-Set

If there is a Communication failure between Primary and Secondary decoders follow the steps below to reset Go to the Primary Decoder Press the Menu button on the remote control.

Go to Advanced Options Enter PIN 9949 Go to Extra View Settings Make sure Primary Decoder is set as RF IN. Make sure Secondary Decoder is set at RF OUT Save changes by pressing OK on the remote control.

6.0 Equipment
Decoders not purchased from DStv Malawi Customers must pay a registration fee of K4500 in order to register the decoder and smart card with DStv Malawi.

6.1 Decoder Types Available

Decoder Type HD PVR Decoder (Record two channels while watching a third channel) HD PVR Two Tuner (Record one channel while watching a second channel) HD PVR Full Set (includes dish, Quad LNB and cables) Standard Decoders (DSD 1131) Standard Decoders Full Set (includes dish, LNB and cables)

Quad

6.2 Other Equipment

Equipment Remote Control Smart Cards Replacement Smart Card Cable Connectors Satellite Dish LNB Twin LNB (for HD PVR and Xtra View) Quad LNB (for HD PVR only) MultiSwitch Dish Kit

7.0 Xtra View and Dual View Decoder Set Ups

If you buy an HD PVR and any other standard decoder You can watch two different channels at the sam e time, while recording two channels.

If you buy an HD PVR Two Tuner and any other standard decoder You can watch two different channels at the same time while recording one channel.

If you buy two of our New Generation decoders (DSD 1131) You can watch two different channels at the same time, without paying for two separate subscriptions.

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At the extra cost of K1700-00 you can enjoy all the above Extra-View Set-Ups

*Note You can only have a maximum of two decoders under one account.

8.0 Installers
Our Installers operate as totally independent entities from Multichoice Malawi. There are, however, stipulated fees that they are required to charge subscribers for jobs that are carried out.

8.1 Installer Fees

If customers live outside town, they have to pay an extra K1000 to the installer as well a cover the transport costs of the installer Full HD PVR Installation K6500 Normal DSTV Installation DSD Repair Power Supply Software Problems K3000 K3500 K3500

Technical problems involving the dish and cabling for HD Decoders HD Call Out Fee K2500 Standard Decoder Call Out Fee Transport costs for Call Out K2000 Customers who live out of the Blantyre and Lilongwe areas and require the services of one of the installers will be required to cover the transport costs of the installer for all Call Outs

*Please note that installer fees are subject to changes. Terms and conditions apply

9.0 DStv Online Presence

9.1 Facebook
www.facebook.com/DStvMalawi Become a FAN of DStv Malawi on Facebook by selecting LIKE on the page, and get information about bouquets, programming competitions and specials, and interact with other FANS. You can also post your customer related queries or concerns on our Facebook page, and get a response back from us. Facebook operates from 8am-5pm on weekdays only.

9.2 DStv Website

www.dstv.com You can get details on programming, competitions, and the different bouquets offered in Malawi as well as the channels that are available on the bouquets.

9.3 SuperSport
www.supersport.com Get the latest news, updates and information on all sporting fixtures taking place on Supersport.

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10.0 DStv Self-Service

DStv Self Service is an option that is available on the dstv.com website. It allows customers to resolve a number of service related queries by themselves, without having to call into the call centre or come into our offices. Customers can view their transaction history Make Re-set Error messages on their decoders Check their account balances

*Currently Malawi subscribers are unable to make subscription payments on this website.

10.1 Services offered on the DStv Self Service Platform

- Customers are able to access the following services on DStv Self Service - View account balances - View the transaction history on your account - Find out what error codes mean and how to resolve them yourself, without calling our call centre. ( i.e You can re-set the E-16 Error) - View the resolutions that may help if you are experiencing problems with your DStv. - Get information on how to work your decoder.

10.2 How to Register with DStv Self-Service

- Log on to the DStv website www.dstv.com - Select the Self Service Tab. - You can clear Error Codes without registering with DStv Self Service, you just need to enter your smartcard number in the Clear Error Code field. - To register with DStv Self Service - Enter your email address and continue with the steps to Create your Profile - Create your new password - Link your Profile to your account with either your customer/account number or your smart card number. - Continue to complete Registration - Check transaction history and account balances.

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