Question

How to fix E16 ERROR in dstv?

Answer 1

The E16 error on DStv usually shows the message:

“E16 – Service is currently scrambled”
or
“E16 – You are not subscribed to this channel”

✅ This typically happens when:

• Your subscription has expired or not been renewed properly.

• Your decoder lost signal for a while and missed the activation signal.

• You’re trying to view a channel that’s not included in your package.

• Your smartcard and decoder are not properly synced.

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Step-by-Step Fix for E16 Error

1. Check Your Subscription Status

• Dial *423# (in Kenya) or the USSD code for your country.

• Alternatively, log in to https://selfservice.dstv.com (or your country’s DStv self-service portal).

• Confirm that your account is active and fully paid.

If your subscription has expired, renew it first. Once payment reflects, the error should clear within a few minutes.

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2. Switch to an Active Channel

Sometimes the decoder just needs a signal refresh:

• Tune to channel 100 (DStv Info) and leave it for about 5–10 minutes.

• This channel is free-to-air and helps the decoder resync with the DStv signal.

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3. Clear the Error Using Self-Service

If the subscription is active but the error persists:

Via USSD (Kenya example):

• Dial *423# → Select DStv → Choose Fix Errors → Pick E16 → Follow prompts.

Via Website:

1. Go to https://selfservice.dstv.com

2. Log in with your smartcard or customer number.

3. Choose “Fix Errors”.

4. Select E16 and click “Clear Error”.

Via SMS (older method):

• Send “RESET” followed by your smartcard number to 22788 (in Kenya).
  Example:

  RESET 42873912345
  

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4. Reboot Your Decoder

If none of the above works:

• Turn the decoder off at the power switch.

• Wait 30 seconds.

• Turn it back on and allow it to boot fully.

• Return to channel 100 for a few minutes.

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5. Check Smartcard & Signal

• Make sure the smartcard is inserted correctly (chip facing down and inward).

• Check signal strength: press Menu → Settings → Signal Strength.

  • If signal is weak or zero, the dish might be misaligned — call a technician.

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If E16 Persists

If you’ve tried all the above and the error doesn’t clear:

• There might be a technical issue on your account or the decoder itself.

• Contact DStv customer care through:

  • Call center (Kenya: 0711 066 000)

  • https://selfservice.dstv.com → Live Chat

  • MyDStv App (available on Android/iOS)