As a DStv subscriber, you know the frustration of having channels inexplicably disappear from your subscription package. After paying your monthly fees, you expect to easily access popular sports, movies, and entertainment channels on DStv.
But there are a few things more annoying than finding that some of your favorite channels are suddenly unavailable, even though your subscription is active.
So why is DStv not showing all channels on your active subscription? The reasons can vary depending on whether you’re accessing DStv via satellite or through the DStv stream app.
For satellite viewers, the issue is often signal loss, parental controls, smart card issues, and so on. But for DStv stream users, the causes tend to be internet connectivity and app glitches.
Before getting too frustrated, read on to learn why your DStv is missing some channels and solutions for restoring access.
Why DStv is not showing all channels for DStv satellite users
If you’re using a physical decoder connected to a satellite dish, these are the main issues to check:
1. Subscription status and package limits
One common reason you may be missing channels on your DStv subscription is due to an issue with your payment or package limits.
For instance, if your monthly payment failed to go through properly, your subscription status could show as inactive, causing certain channels to be unavailable.
Or, the missing DStv channels may not be included in your current package tier. Some sports, movie, and premium channels are only accessible on higher-end packages.
As an example, you won’t be able to access certain SuperSport channels on the DStv Compact package.
Solutions:
- Log in to your account on the MyDStv app or their website.
- Check your current subscription status and confirm your last payment went through successfully.
- While logged in, verify your current active package tier and check which channels are included or excluded from that package. This will clarify if your missing channels fall out of your subscription’s offering.
2. Error codes
You may suddenly find certain channels are unavailable, and all you see is an error message like E16, E30, or E32 displayed on your screen. These codes often indicate an issue with being able to validate your subscription status.
Specifically, error E16 typically means your subscription has expired or you are attempting to access a channel that your package does not include. E30 and E32 codes relate to being unable to confirm that your current subscription is active.
Solutions:
- Open the MyDStv app, navigate to Clear Error Codes, then select the specific code.
- Ensure your monthly DStv payment was received and processed.
- Reboot your DStv decoder fully by unplugging it from the power for 20-30 seconds before plugging it back in. This often clears validation errors.
3. Smartcard issues
DStv channels may vanish if there are issues with your DStv smartcard and decoder communicating properly. A loose or dirty smartcard prevents the decoder from verifying your subscription status, blocking access to channels.
Solutions:
- Switch off your DStv decoder and carefully remove the smartcard.
- Inspect the gold contacts on the smartcard and clean gently with a dry cloth if dirty.
- Reinsert the smartcard firmly and securely into the decoder slot, making sure it clicks fully into place. Inserting at an angle risks a loose connection.
- Power on the decoder and check if the missing channels are restored. The decoder may take a few minutes to reconnect and validate the smartcard subscription details on startup.
4. Signal loss
Weather interruptions and satellite alignment issues lead to signal loss and missing channels. Heavy rain, cloud cover, and storms temporarily disrupt satellite transmission reception.
Over time, your satellite dish may also become slightly misaligned if nudged or if nearby structures/foliage cause obstruction.
Solutions:
- Check for any new visible obstructions around your satellite dish.
- If there are any, consider repositioning your dish for an unimpeded signal pathway.
- Inspect your satellite dish to ensure it has not gotten physically shifted out of the direct alignment with the orbiting satellite. Heavy winds or curious children/pets sometimes nudge dishes.
- If misaligned, have a technician reorient it.
- During heavy rain or storms, you may need to wait out the inclement weather interference before channels reappear.
5. DStv service outages
Sometimes channels may vanish due to technical difficulties or service outages on DStv’s end. There can be occasional glitches in programming or broadcast infrastructure that interrupt channel availability.
Solutions:
- Check the DStv social media pages (Twitter, Facebook) for updates about any known outages or service issues.
- Wait till the outage gets resolved.
6. Parental controls or blocked channels
If certain channels have gone missing from your DStv lineup, another possibility is that Parental Controls have been enabled in your account settings and are blocking content. Age restrictions can make some channels unavailable.
Solutions:
- In the MyDStv app or website, go to Settings > Parental Control.
- Enter your PIN to access the Parental Control dashboard.
- Locate the option to Disable Parental Controls.
- Channels restricted due to age rating should now become available.
7. XtraView linking problems
Another potential cause of missing channels on your DStv subscription is problems with your XtraView decoder linking and connections. The XtraView service allows you to link multiple decoders to a single subscription for multi-room viewing.
However, if the decoders become improperly linked, channels can vanish on the secondary box.
Solutions:
- Check that the XtraView cable connection between your primary and secondary decoder is firmly plugged in at both ends.
- Power cycle both your primary and secondary decoder by unplugging them from the electrical outlet for 20 seconds and plugging them back in.
- As a last resort, factory reset your secondary decoder using the menu options.
- After, freshly pair the decoder to your primary box.
Why DStv is not showing all channels for DStv Stream users (Website, App, or Smart TV)
If you’re using DStv Stream (formerly DStv Now), the causes and fixes differ from satellite issues, save for subscription expiry and DStv outages. They include:
1. Outdated app
An outdated version of the DStv Stream app can cause problems with loading channels. As DStv releases new app versions, channel integrations can break or degrade in old unsupported versions.
Solutions:
- Android TV:
- Open the Google Play Store app
- Search for DStv Stream
- If an Update option shows, select it
- Allow the newest app version to download and install
- iPhone/iPad:
- Open the App Store
- Tap your profile icon
- Scroll to see if the DStv Stream app has an Update option.
- Select the option to update.
- Android phone:
- Open the Google Play Store
- Tap Menu > My Apps & Games > See Updates
- If DStv Stream is listed, select Update to download the newest version.
2. App glitches and cache
Sometimes glitches within the app software or corrupted cached data prevent DStv channels from loading correctly.
Solutions:
- On Android TV/Phone:
- Go to Settings > Apps > DStv Stream
- Tap Force Stop, then Clear Cache to refresh the app data
- Re-launch DStv Stream
- On iPhone/iPad:
- Double-tap the Home button and swipe up on the DStv icon to close it
- Open the app again to refresh.
3. Internet connection problems
Choppy video buffering and channel loading issues can result from slow/unstable internet speeds. DStv recommends a minimum of 5-10 Mbps for proper HD streaming. Solutions include:
- Test your internet speeds at Fast.com, Speedtest.net.
- If consistently below 5 Mbps, try restarting your home router and modem to refresh the internet connection.
- Consider connecting the streaming device directly to the router via Ethernet cable instead of using WiFi for faster/more reliable connectivity.
- Contact your internet provider if you still experience issues.
4. Too many active streams
The DStv Stream app allows for a maximum of 3 concurrent streams on an account at any given time. This includes 2 mobile device streams (phones/tablets/laptop or PC) and 1 TV stream.
If more streams are active than your account allows, some streaming sessions will be unexpectedly ended, potentially causing channels to vanish.
Solutions:
- Only have 1 TV casting a stream at a time, having 2 connected TVs streaming is not possible.
- Only have up to 2 mobile devices streaming DStv at the same time. More than 2 concurrent mobile streams are not feasible.
- If you suspect someone else is streaming with your login, change your DStv password.
- To view currently connected devices and which ones have an active stream, go to More > Settings and select Manage Devices in the DStv app. From here, you can disconnect devices to free up streams.
When to Contact DStv Support
Contacting DStv customer support should be your last resort after you have tried troubleshooting missing channels on your own.
Contact them if:
- You confirmed your subscription status is paid and active, but channels are still missing
- You verified your package includes the missing channels, but they still do not appear
- The above troubleshooting guide could not resolve your missing channels
- Channels suddenly vanished for no clear reason during normal use
Since DStv operates in over 50 countries, there’s no single channel to reach out to customer care for all the regions. It is best to check their website for your location’s customer service numbers and availability.