Some multichoice subscribers, particularly DSTV and GOtv in Abuja have expressed frustration over persistent network disruptions and uncertainty surrounding compensation for lost viewing time from the company.
The subscribers expressed their frustration, saying that the disruption which lasted between five and eight days in some areas, prevented them from enjoying the services they paid for.
A subscriber, who spoke to the News Agency of Nigeria (NAN) in Abuja, said the interruption and the failure of the company to compensate for the lost viewing time had raised concerns about the kind of treatment customers received for paid services rendered in the country.
“Whether affected customers will receive additional viewing time or other forms of compensation, is what we don’t know,” a customer told NAN.
Some of the subscribers took to GOtv Nigeria official X handle to express their displeasure over the attitude of the company towards its customers.
A subscriber with the name A.Adebanji @prince_B said “Nigerians using @GOtvNg should consider suing them. GOtv has been down for four days, yet customers who have already paid are losing subscription days without receiving the service they paid for.
“The least @GOtvNg should do is extend every affected customer’s subscription.”
Hafsat Zubairu (@zubairu_hafsat) said, “Today is day 7 that my GOtv isn’t working. How long will the system upgrade take?
“What’s going to be the fate of customers that subscribe and can’t access your services due to the system upgrade?” She asked.
Another subscriber with the name Uwa Mudia @Michael93110 posted “@GOtv what’s the meaning of this na? Sine on the 3rd of October, all channels not showing, and I have just eight viewing days remaining; this is not fair.”
Also expressing her anger Elizabeth @ladyofgold55 said that she had two decoders at different locations which had stopped working.
“This is really annoying GOtv. I have two decoders at different locations and they both stopped working at the same time, giving no signals error message.
“Was it turned off at your end? I already sent mails and all I keep getting is technical team will work on it and up till now, no solution,” she added.
When contacted by NAN, a GOtv customer service representative confirmed that the company was aware of an issue affecting the area and said efforts were ongoing to resolve it.
The representative, however, did not provide specific details about the cause of the disruption or when normal services would be restored.
The representative also did not give a definite response on whether affected subscribers would receive compensation for the period they were unable to access the service.
A subscriber who only gave his name as Hillary, said the uncertainty has left subscribers seeking clarification on how GOtv intends to address their concerns, particularly those who have already paid their subscription fees.
“I believe that the company should provide additional viewing time equivalent to the period of disruption, rather than requiring customers to bear the loss,” he said.
Hillary called for improved communication from the service provider to keep customers informed about the problem, its resolution and any compensation arrangements.
He urged GOtv to resolve the issue fast and provide clear information on measures to address the inconvenience experienced by affected customers and adequate compensation.
“Timely communication and fair compensation will help restore customer confidence and prevent further dissatisfaction,” he added.
Meanwhile, Mr John Umoren, a DSTV subscriber, said that the app got stuck in the process of loading, adding that live channels, movies and other contents were not showing at all for over 30 minutes.
“I am having an issue with my DStv app. It has been stuck loading for over 30 minutes now, and no live channels, movies, or other content are not showing at all.
“The same problem is happening on both my TV app and my phone app. I have already deleted and reinstalled the app several times,” he said.
Tayo Angela, lamented and said Nigerians were fraudulently scammed by some of these service providers because they cut-off subscription at will when subscriptions are still valid without any compensation.
“I subscribed on Sept. 9, but today, they have cut me off, even when I lost viewing time up to eight days.
Ms Alice Benjamin, a subscriber who upgraded her bouquet from Yanga to Confam, some days ago, complained that her account had not been upgraded even after chatting with a customer care representative of the DSTV.
“My account has not been upgraded after 48 hours that I paid for the Yanga to Confam Step Up offer days ago. Live chat promised to help and did nothing.
“It is 72 hours already,” she said.
