DStv and GOtv customers in Abuja have called for compensation over prolonged service disruptions that have denied them access to paid subscriptions for several days.
The subscribers said that the disruptions, which lasted between five and eight days in some areas, prevented them from enjoying services they had paid for.
One subscriber said the interruptions and uncertainty over compensation had raised concerns about how service providers treated paying customers.
“Whether affected customers will receive additional viewing time or other forms of compensation is what we don’t know,” the subscriber told NAN.
Several customers also took to GOtv Nigeria’s official X account to express dissatisfaction with the company’s handling of the disruptions.
A subscriber, A. Adebanji, @prince_B, called on affected customers to consider legal action, saying GOtv had been unavailable for four days while their subscription periods continued to elapse.
“The least @GOtvNg should do is extend every affected customer’s subscription,” he said.
Hafsat Zubairu, @zubairu_hafsat, said her GOtv service had remained unavailable for seven days and questioned how long the system upgrade would take.
She also asked how the company intended to address the concerns of customers who had paid for subscriptions but could not access the service.
Another subscriber, Uwa Mudia, @Michael93110, said the channels had stopped showing on Oct. 3, despite having only eight viewing days left on the subscription.
Elizabeth, @ladyofgold55, also complained that two decoders at different locations had stopped working simultaneously, displaying a “no signal” error.
She said she had contacted the company by email but had received no resolution beyond assurances that its technical team was working on the problem.
When contacted by NAN, a GOtv customer service representative confirmed that the company was aware of an issue affecting the area and said efforts were ongoing to resolve it.
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The representative did not specify the cause of the disruption or when normal service would resume. The company also did not provide a definite response on whether affected subscribers would receive compensation.
A subscriber who identified himself only as Hillary said the lack of clarity had left customers uncertain about how the company intended to address their complaints.
He said affected subscribers should receive additional viewing time equivalent to the period of disruption rather than bear the cost of a service they could not access.
Hillary also called for better communication from the company on the cause of the problem, efforts to restore service and any compensation arrangements.
He urged GOtv to resolve the issue promptly and provide clear information on how it would address the inconvenience experienced by subscribers.
“Timely communication and fair compensation will help restore customer confidence and prevent further dissatisfaction,” he said.
Meanwhile, a DStv subscriber, Mr John Umoren, reported difficulties accessing the DStv app, saying it had remained stuck on the loading screen for more than 30 minutes.
He said live channels, movies and other content were unavailable on both his television and phone apps, despite deleting and reinstalling the application several times.
Another subscriber, Tayo Angela, accused service providers of unfairly cutting off access while subscriptions remained valid, without compensating customers for lost viewing time.
She said she subscribed on September 9 but had lost access to the service despite losing up to eight days of viewing time.
Ms Alice Benjamin, who upgraded her bouquet from Yanga to Confam under a step-up offer, also complained that the change had not reflected on her account despite waiting for 72 hours after payment.
She said a customer service representative had promised to assist her during a live chat but had failed to resolve the issue.
NAN
