Freqently Asked Questions:

Why do I have a E16 error on my TV screen?

E16 is a decoder error that appears when a customer is not able to view their desired product offering.

An E16 error can appear when customers have not paid for their subscriptions paid less than what their subscription would cost, trying to view a channel that is not part of their subscription, or the customer’s decoder software is outdated. If the decoder was not powered when payment was made, customers can get an E16 error, we recommend you always keep your decoder powered on upon making a payment to prevent an E16 error.

Additionally, an E16 error may occur due to faulty installation and customer needs to verify the percentage of signal quality and strength.

 

What can I do to prevent an E16 error?

An E16 error can be prevented by making the correct payment for your subscription and ensuring your decoder is powered on when you make the payment.

 

How do I know if I made sufficient payment for my subscription?

Customers can log onto self-service platforms (DStv/GOtv Website, DStv/GOtv App, USSD, WhatsApp and Telegram platform) to check the balance due for subscription. If the balance due is not sufficient for subscription renewal, upgrade, XtraView, downgrade, or add-on products, the customer must top up the remaining balance using the self-service platform by clicking on the pay icon and following the payment instructions.

 

How do I check my balance on the DStv self-service website?

  • Input login credentials and sign in to the DStv self-service website
  • Land on the dashboard where the balance due will be displayed

Please see screenshot below for reference:

 

I have a subscription amount to pay. How do I top up my account on the DStv website?

Customers need to do the following to top up their account:

  • Input login credentials and sign in to the DStv website
  • Click on Pay/Pay Now icon
  • Choose your preferred payment option
  • Enter the correct payment details for the transaction to happen i.e., Bank account details or 3rd Party Payment Provider details e.g., M-PESA pin
  • Your transaction should go through and receive a success pop-up message.

Please see below screenshots for reference:

 

 

 

 

I have a subscription amount to pay. How do I top up my account on 3rd party platforms? 

Example #1: Using the Safaricom app (M-PESA as payment provider): 

  • Click on My Safaricom app”
  • Click on Lipa na M-PESA”
  • Click on Pay Bill
  • Input Pay Bill number
  • Click Continue
  • Input pin
  • Receive confirmation pop-up upon payment

Example#2: Using the Sim Toolkit (Example considers M-PESA as the Payment Provider):

  • Click on SIM Toolkit
  • Select and click on selected payment provider (e.g., M-PESA)
  • Click on Lipa na M-PESA
  • Click on Pay Bill
  • Click on Enter business no.
  • Input business number and click OK
  • Click on Account no.
  • Input IUC/smart card number and click OK
  • Input payment amount and click OK
  • Input M-PESA pin and click OK
  • Receive confirmation code and click OK to pay

 

How do I clear an E16 error?

If sufficient payment was made and you get an E16 error, you can clear the E16 using self-service platforms such as DStv/GOtv Website, DStv/GOtv App, USSD, WhatsApp and Telegram platform. Please ensure that your decoder is powered on before proceeding to the following steps:

 

How do I clear an E16 error using the DStv website?

    • Login to the website
    • click on manage account
    • Click on clear error codes
    • Select E16 Error
    • Click on clear error
    • Customer will receive message to wait approximately 15 minutes until error is cleared.

Please see below screenshots for reference:

 

How do I check if my decoder software is up to date?

  • Customer clicks on the help button on the remote
  • Select general information
  • Select information central
  • Check the status of the decoder software
  • If the decoder software is not up to date, the customer will be prompted to update the software
  • Customer will wait for the software to be updated

 Please see below example for information on Central view:

Take note: If a customer still experiences an E16 the customer after all the above, the customer will need to contact customer care for further assistance.

 

How do I check signal strength and quality?

An E16 error occurs due to faulty installation and customers need to verify the quality and strength. This error can be cleared using the below steps:

  • Press the Help button
  • Go to General Information
  • Select on Tuner Status
  • Check Tuner 1 and Tuner 2, if the signal is low the Customer might need to contact an Installer to review the installation.