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How to fix E16 ERROR in dstv?

Nestict Infotech CSR

Nestict Infotech CSR

— 2 min read
How to fix E16 ERROR in dstv?

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.

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.

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.

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

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.

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.

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:

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