Does your latest bill from DStv have you scratching your head?


You spoke and we listened! And then we looked at how we could change your billing and simplify your account so that you only need to make one payment each month.

These changes let you spend more time enjoying your favourite shows – because it just got easier to manage your account! You now also have the flexibility of being able to add services (like a BoxOffice movie rental) or upgrade your package during the month, and only pay for them on your next payment date.

Old DStv Account

New DStv Account

* Examples of “other subscriptions” is Showmax or if you pay for multiple subscriptions on your account.

So WHY did you get billed for a different amount this month?

Following the changes, there was a once-off adjustment to bring all your services together and align the payment dates. The different amount this month also caters for the updates to Price Lock – previously, the hardware portion of your Price Lock instalment was billed in arrears, now it is billed in advance (bringing it in line with how your subscription is billed each month). We’d like to assure you that this change will have no impact on the overall cost or duration of your Price Lock contract – which remains at the price you signed up for.

From next month, your single monthly payment will cover all your services. The amount may vary slightly month to month based on the number of BoxOffice movies rented, any additional services you added to your account or even any amounts due based on you upgrading your package.

Remember, it’s easy to check your account as well as the amount to pay at any time using our self service on WhatsApp (060 060 3788) or via our mobile app, or on our website.

Got any queries? Our teams are happy to help. You can drop us an email at [email protected]

Read on for some more helpful information about the billing changes.

Why did MultiChoice change its billing?

The launch of additional services over the years has created complexity in our billing, making it more difficult for customers to understand their billing. There were different payment dates for different services, which led to inconsistent information on how much to pay (because of the different dates) and a need to pay multiple times a month.

Our customers spoke and we listened! Now we’ve consolidated all services on a customer’s account – resulting in easier billing – only one amount to pay and only one payment required each month. Customers now also have the flexibility of being able to add services (like BoxOffice rentals) or upgrade their package during the month, and only pay for those changes on their next payment date.

How can Price Lock suddenly charge people in advance?

The mix of advanced billing (for subscription) and arrears billing (for hardware) created a number of customer complaints and queries, resulting in confusion around the bill. Aligning both ensures an easy to understand bill . We’d like to assure you that this change will have no impact on the overall cost of your Price Lock contract – which remains at the price you signed up for.

Why were some charges in advance and some in arrears in the first place?

Price Lock billing was initially built to cater for the decoder being delivered prior to the selected package being activated, however this resulted in more complex billing. We’ve since made changes to improve how our customers experience Price Lock billing – making it easier to understand.

Why did MultiChoice not inform Price Lock customers of these changes?

Although we did an announcement at the time we updated our billing system, we did not communicate directly with our Price Lock customers about how this would impact them. We could have done a better job of that – and are making sure we do that with each customer now.

Which customers are impacted?

The improvements made to billing is for all our residential customers. The once-off adjustment only impacted customers on a Price Lock contract which includes hardware.

Have any customers been incorrectly billed for Price Lock this month?

A small number of Price Lock customers on the R899 contract were billed the incorrect price for their Price Lock contract this month. We know who these customers are and are rectifying these accounts right now. A credit will show on the customer’s account – confirming the correction. This happened despite rigorous testing on moving those accounts from the old billing model to the new one. Some Price Lock customers have also paid more than their normal amount this month - there was a once-off adjustment to bring all their services together and align the payment dates. The different amount this month also caters for the updates to Price Lock – previously, the hardware portion of the Price Lock instalment was billed in arrears, now it is billed in advance (bringing it in line with how subscription is billed each month).