Abuja Pay-TV Subscribers Seek Compensation Over Service Disruptions

 

By Atlantic Reports

Some MultiChoice subscribers in Abuja have called for additional viewing time or other compensation after reporting service disruptions that prevented them from accessing programmes during paid subscription periods.

The complaints include GOtv reception failures reportedly lasting between five and eight days in some areas, alongside separate DStv problems involving streaming applications and package upgrades.

Affected customers said uncertainty over service restoration and compensation had compounded their frustration.

GOtv customers report days without reception

In posts directed at GOtv Nigeria’s official X account, subscribers questioned why their subscription periods continued to run while services were unavailable.

A customer identified as A. Adebanji urged the company to extend affected subscriptions, saying customers were losing paid viewing days.

Another subscriber, Hafsat Zubairu, reported seven days without service and asked how customers would be treated during what she described as a system upgrade.

That description was not confirmed by the customer service response included in the supplied account.

Uwa Mudia said channels had been unavailable since 3 October despite having eight viewing days remaining.

Elizabeth, another subscriber, reported that two decoders at different locations stopped working at the same time, displaying “no signal” messages. She said emails to the company had produced assurances of technical attention but no resolution.

The individual accounts do not establish the full geographical extent of the disruption or whether every reported fault had the same cause.

Company acknowledges an issue, but compensation remains unclear

A GOtv customer service representative, contacted during the reporting supplied for this story, acknowledged an issue affecting the area and said efforts were under way to resolve it.

The representative did not specify the cause, provide a restoration timetable or confirm whether affected subscribers would receive compensation.

A customer identified only as Hillary called for viewing time equivalent to the period of disruption and clearer communication about the problem.

He said subscribers should be informed about restoration efforts and any arrangements to address lost access.

“Timely communication and fair compensation will help restore customer confidence and prevent further dissatisfaction,” he said.

DStv users raise separate access complaints

DStv subscriber Mr John Umoren reported that the service’s application remained stuck loading for more than 30 minutes on both his television and phone.

He said live channels, films and other content were inaccessible despite repeated attempts to delete and reinstall the application.

Another subscriber, Tayo Angela, said her subscription had ended without an adjustment for what she described as eight days of lost viewing time.

Her complaint concerned the absence of compensation. The supplied account did not establish that the subscription ended before its scheduled expiry.

Ms Alice Benjamin reported a delayed upgrade from the Yanga package to Confam after paying for a Step Up offer.

She said the change had not been completed after 72 hours, despite contacting a customer care representative.

No company response addressing these specific DStv complaints was included in the supplied material.

For affected subscribers, the unresolved questions are when access will be restored, how lost viewing time will be assessed and whether paid subscription periods will be extended.

Atlantic Reports: Voices. People. Facts.