DSTV Self Service Kenya: Troubleshooting Tips, Features, and More

Learn how to troubleshoot your DSTV issues and manage your subscriptions like a pro

Oct 29, 2023 - 11:40
Oct 29, 2023 - 11:40
DSTV Self Service Kenya: Troubleshooting Tips, Features, and More
DSTV Self Service Kenya: Must Read Guide to Troubleshooting And Self-Service Services

In today's fast-paced world, nobody wants to spend precious time on the phone with customer support when faced with technical issues. Fortunately, DSTV has introduced a convenient solution – DSTV Self-Service Kenya. In this article, we will guide you through the world of DSTV self-service, explaining how it works and providing troubleshooting tips. Say goodbye to frustrating calls and hello to hassle-free problem-solving!

How DSTV Self-Service Works

DSTV self-service is a game-changer brought to you by Multichoice Africa Limited. This South Africa-based satellite cable TV company has made managing your DSTV subscription, resetting channels, and tackling technical challenges easier. Let's explore how you can access and utilize DSTV self-service.

Accessing DSTV Self-Service

One of the standout features of DSTV self-service is its accessibility. You can use it anytime and anywhere, whether you have a mobile phone, notebook, or a regular phone call.

DSTV Self-Service Number

For quick and easy problem-solving, there's a unique short code – dial 3788 from your mobile phone. With this code, you can:

  • Reset your account.
  • Check your balance.
  • Inquire about exchange rates.
  • Monitor the expiration date of your package.

Keep in mind that calls to 3788 are not free; there's a payment fee of 5 Ksh for Safaricom or Airtel users.

DSTV Self-Service Online

Alternatively, you can use the DSTV online platform to help with your DSTV issues. Visit the DSTV official website at dstv.com/kenya. Once there, follow these steps:

  1. Log in to your personal DSTV account.
  2. Navigate to the "My DSTV Self-Service" page.
  3. Use the platform to resolve various problems, including clearing error codes like E16, finding setup specialists in your area, accessing FAQs, learning about available DSTV packages, and discovering contact details for DSTV support.

This online method is easy and efficient, but please remember you'll need a personal DSTV account.

Interactive Voice Response (IVR) System

When all else fails and your DSTV issues persist, you can turn to the Interactive Voice Response (IVR) system. Dial (020) 423 6000 or 0711 066 000 to access the DSTV Call Centre pilot lines available through the DSTV call center. Many DSTV users on the internet have praised this method for solving technical problems effectively, especially the notorious E16 error.

Troubleshooting the E16 Error

The E16 error is one of the most common issues DSTV users face. It often occurs when your DSTV subscription payment has been made via M-Pesa, but the service still needs to be fixed. To fix this pesky error, follow these steps:

  1. Send an SMS message to short code 3788 with the word "Reset" on your mobile phone.
  2. Ensure that your home decoder is powered on.
  3. Include your personal DSTV account number in the SMS.

Thanks to constant service improvements, E16 error occurrences are decreasing, but it still account for almost 60% of the problems related to home decoders.

Understanding DSTV Error Codes

Before diving into the different methods of clearing error codes, it's crucial to understand what these error codes mean. The most prevalent ones include E16/E16-4, E18, and E30.

E16/E16-4 Error Code

This error code indicates that you are not authorized to view a specific channel or your account has been suspended. To resolve this:

  • Confirm if the channel is part of your subscription.
  • If it is, follow the DSTV guide on the reauthorization process.
  • If the issue is due to unpaid services, make the necessary payment.

E18 Error Code

E18 error signifies that the service is scrambled, temporarily halting access or indicating no product match. This error usually occurs when the decoder has been disconnected from the satellite for extended periods or when its power supply has been cut off. To address this, reconnect the decoder to the dish, power it on, and wait fifteen minutes. If the error persists, follow the E16-4 reauthorization process.

E30 Error Code

The E30 error code advises waiting for a few minutes as your subscription status is being verified. This typically happens when the decoder has been disconnected from the dish for an extended period or is used for the first time after DSTV installation.

Embracing DSTV Self-Service

DSTV Kenya introduced the DSTV self-service platform to tackle the prevalent E16 error code, which accounted for approximately 60% of the technical issues reported at Multichoice Kenya call centers. Embracing this self-service solution will reduce call center traffic by 80%.

Clearing Error Codes

You can clear DSTV error codes using three main methods: SMS, USSD, and the DSTV Eazy Self-Service portal.

SMS Method

To clear error codes via SMS, please ensure you have airtime on your phone and your DSTV account number. Follow these steps:

  1. Compose a new SMS with the error message and send it to 22788.
  2. Follow the instructions provided by DSTV to eliminate the errors.

USSD Process

Using the USSD process is even simpler. You can dial *423# on your mobile device and follow the prompts to clear error codes.

DSTV Eazy Self-Service Portal

The DSTV self-service portal is user-friendly and convenient. Here's how to use it:

  1. Visit www.dstv.com self-service portal.
  2. Click on "Fix Errors."
  3. Enter your surname or mobile number and DSTV smartcard number.
  4. Sign in.
  5. Select the error code, such as "E16," from the displayed error codes.
  6. Enter the text shown in the captcha box.
  7. Click on "Fix Error."

Please remember to have your decoder on and ensure the smart card is correctly inserted while clearing errors.

READ ALSO:  Five [5] Ways To Sambaza Airtime on Safaricom Easily


In conclusion, DSTV Self-Service Kenya is a revolutionary way to troubleshoot and manage your DSTV subscription. With easy access, multiple methods to clear error codes, and a user-friendly online portal, you can resolve issues quickly and efficiently. Say goodbye to extended customer support calls and hello to hassle-free viewing. Embrace DSTV self-service and enjoy uninterrupted entertainment.

Frequently Asked Questions (FAQs)

What is DSTV self-service?

DSTV self-service is a customer care service offered by Multichoice Africa Limited, providing DSTV subscribers in Kenya with the ability to manage their subscriptions, clear error codes, and address technical issues without needing customer support calls.

How can I access DSTV self-service?

DSTV self-service can be accessed through various methods, including a unique short code (3788) for mobile phone users, the DSTV online platform, and Interactive Voice Response (IVR) systems. These methods offer convenience and flexibility to users.

What are the standard DSTV error codes, and how can I clear them?

Standard DSTV error codes include E16/E16-4, E18, and E30. You can use SMS, USSD, or the DSTV Eazy Self-Service portal to clear these error codes. Each method is straightforward and effective in resolving error codes.

Why is it essential to embrace DSTV self-service?

Embracing DSTV self-service empowers subscribers to troubleshoot and resolve issues independently and reduces the strain on customer support centers. This innovation enhances the overall DSTV experience for users in Kenya and Nigeria.

Can I use DSTV self-service to manage my subscriptions?

DSTV self-service allows you to manage your subscriptions, ensuring uninterrupted access to your favorite channels. You can reset your channels and address payment-related issues conveniently through this platform.

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