Forum > Value Added Services > BoxOffice > Frequently asked questions about BoxOffice
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Old 2014-05-13 , 13:59
MC Marietjie's Avatar
MC Marietjie MC Marietjie is offline
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Join Date: Jul 2010
Location: Johannesburg, Gauteng
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Default Frequently asked questions about BoxOffice

Below are the most frequently asked questions about the BoxOffice service. If your question is not addressed below, please post it to the Forum.

Why are BoxOffice movies missing from my PVR?

Missing shows are generally an issue on older PVRs (i.e. SD-PVRs and 2-tuner HD-PVR 2Ps and 2Us). This is because one input on these devices is used for live TV while the second input is used for everything else like recordings, DStv Catch Up and BoxOffice.

(SD PVRs work slightly differently in that they have two inputs and three tuners - making them dual-view decoders with recording functionality. But the principle is the same, recordings can halt the reception of VOD services because both features make use of the same tuner).

4-tuner HD PVRs and Exploras are less likely to miss shows because there are two tuners dedicated to recordings, which frees up an entire tuner to receive Catch Up and BoxOffice content. But 4-tuner PVRs and Exploras are not immune to missing shows.

The truth is that there are many reasons why a show (or multiple shows) may be missing from your PVR's Catch Up playlist:

1. Recordings

PVRs are programmed to give your recordings preference, so if you have an SD PVR or 2-tuner HD PVR, and you have a recording scheduled for the same time that we send an Catch Up show to your PVR, the download will be rejected in favour of your recording.

We usually repeat downloads to try and avoid this from happening, but sometimes you might not receive an Catch Up show if you have multiple concurrent recordings on the go or if you're recording something that is long (like a movie).

For more info about downloads and repeat cycles - please read this: http://forum.dstv.com/showthread.php?t=13294

2. Signal quality (installation issues)

To receive DStv Catch Up shows and BoxOffice movies, your PVR's signal QUALITY needs to be above 90% and it has to remain consistent. We recommend >95%.

If your signal QUALITY fluctuates or is less than 95% there is a very strong chance that you may not receive all your Catch Up shows and BoxOffice movies.

To check the signal status:

SD PVR
On your DStv Remote
- Press MENU
- Select INFORMATION and press OK
- Check signal QUALITY at the bottom of the screen

HD PVRs (2-tuner & 4-tuner)
On your DStv Remote
- Press MENU
- Select INFORMATION CENTRAL and press OK
- Select SIGNAL STATUS and press OK
- Scroll right to display Tuner-2 on the HD PVR 2P or Tuner-4 on the 4-Tuner HD-PVR
- Check signal QUALITY at the bottom of the screen

DStv Explora
- Press the BLUE DStv button on your remote
- Scroll RIGHT to SETTINGS and press OK
- Select Satellite Settings and press OK
- Select Home Network and press OK
- Select User Band and check "Tuner 3 band frequency"

If you are encountering poor signal QUALITY (even if your signal strength is 100%), you need to call our call centre to help you trouble shoot the possible cause, or call out an accredited DStv installer to check your installation as it could also be a problem with your dish alignment or LNB.

This can affect 2- and 4-tuner PVRs and also Exploras.

3. Weather

Poor weather can affect the download of shows to DStv Catch Up. If a download is interrupted by weather (either here at Randburg HO or on your side of the country), a "damaged" or "incomplete" download will be rejected by your PVR.

This can affect SD, 2- and 4-tuner PVRs and also Exploras.

4. Power outages/load shedding

If your PVR is off (no power), it will not receive DStv Catch Up or BoxOffice downloads. Your PVR (no matter the model) needs to be on or, at least, in standby all the time to receive all your shows and movies.
If you do happen to have a power failure in your area you will unfortunately not receive the shows scheduled for download at that specific time.

5. Dual LNB

The minimum installation requirement for any PVR is a dual LNB installed on your satellite dish. If you do not have a dual LNB on your dish, you will not receive both the live TV and Catch Up/BoxOffice streams that are required to run a PVR effectively.

If you have questions about your installation, it's best to speak to an accredited installer to make sure that your installation and equipment meets the minimum requirements for running a PVR.

I’m having a problem with my BoxOffice rental

The quickest way to resolve BoxOffice rental issues is to call the BoxOffice call centre on 011 289 2244.

To help us to investigate your query, we need to follow a number of troubleshooting steps, one of which includes a confirmation of the “rent now” or “view now” status of the movie in question on your PVR.

If there is an error, we can re-send your rentals to your decoder from our call centre while you are on the phone. But this can only be done during the 48-hour rental period.

If the movie rental you are querying is outside of the 48-hour rental period, we cannot confirm with you whether the movie was indeed delivered to your PVR because it will have been deleted from your PVR already.
Should queries or disputes arise after the 48-hour rental period has expired, we unfortunately have to consider all rentals as final and accepted by the customer.

We request all customers to raise any queries with regard to rentals as soon as possible to avoid problems that cannot be resolved once the rental period has expired.

Where can I find additional FAQs for BoxOffice?

You can visit http://boxoffice.dstv.com/help for additional information and FAQs about BoxOffice. Here you can also access our live chat support service for specific questions.

Last edited by MC Nic; 2014-06-02 at 11:26. .
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