Some MultiChoice subscribers, particularly DStv and GOtv users in Abuja, have expressed frustration over persistent network disruptions and uncertainty about compensation for lost viewing time.
The disruption, which lasted between five and eight days in some areas, prevented them from enjoying the services they had paid for.
A subscriber who spoke to reporters in Abuja said the interruption and the company’s failure to compensate for lost viewing time raised concerns about how paying customers are treated.
“Whether affected customers will receive additional viewing time or other forms of compensation is what we don’t know,” the customer said.
Several subscribers took to GOtv Nigeria’s official X handle to express their displeasure.
One user, A. Adebanji (@prince_B), wrote: “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?”
Another subscriber, Uwa Mudia (@Michael93110), posted: “@GOtv what’s the meaning of this na? Since the 3rd of October, all channels not showing, and I have just eight viewing days remaining; this is not fair.”
Elizabeth (@ladyofgold55) expressed her anger, saying she had two decoders at different locations that both stopped working at the same time. “This is really annoying GOtv. I have two decoders at different locations and they both stopped working at the same time, giving a ‘no signals’ error message. Was it turned off at your end? I already sent mails and all I keep getting is that the technical team will work on it, and up till now, no solution.”
When contacted by reporters, 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.
A subscriber who identified himself only as Hillary said the uncertainty had left many seeking clarification on how GOtv intends to address their concerns, particularly those who have already paid.
“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 quickly and provide clear information on measures to address the inconvenience.
“Timely communication and fair compensation will help restore customer confidence and prevent further dissatisfaction,” he added.
Meanwhile, DStv subscriber Mr John Umoren said the app got stuck while loading, with live channels, movies and other content failing to show 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 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 that some service providers fraudulently cut off subscriptions at will even when they remain valid, without offering compensation.
“I subscribed on Sept. 9, but today they have cut me off, even when I lost viewing time of up to eight days,” she said.
Ms Alice Benjamin, who upgraded her bouquet from Yanga to Confam a few days earlier, complained that her account had still not been upgraded more than 48 hours after payment.
“My account has not been upgraded after 48 hours that I paid for the Yanga to Confam Step Up offer. Live chat promised to help and did nothing. It is 72 hours already,” she said.
