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XtraView FAQs
XtraView is currently only available to DStv Premium *, DStv Compact, DStv Indian and DStv Portuguesa subscribers
in South Africa. *full DStv Premium only, ie. not where M-Net is still received via the analogue decoder.
MultiChoice recommends the use of a MultiChoice Accredited Installer for all XtraView installations.
A guide to
installation prices and options is available on www.dstv.com. To find an accredited installer in your area, SMS
your postal code to 33936 (SMS cost R1.50).
For full information on XtraView, including detailed installation options, troubleshooting information, forums and
more, visit www.dstv.com
1. What is XtraView?
XtraView is a cost effective and flexible solution allowing you to link two XtraView capable DStv decoders* at a
cost of a single subscription, plus an access fee of R55 per month. XtraView allows you to increase the number of
TV channels which can be viewed simultaneously in your home without having to pay an additional subscription.
(* See available XtraView combos)
2. What XtraView combos are available?
Decoders Independent Viewing Environments Viewing Environments in which PVR functionality is available Simultaneous
Recordings Recording Capacity (2) Monthly Subscription + Access Fee (3)
Viewing Recording
1110 + 1110 2 0 0 Base + R60
HD PVR + 1110 2 2 150 Hours (2) Base + R60
HD PVR + HD PVR 2 4 300 Hours (2) Base + R60
HD PVR + SD PVR 3 3 230 Hours (2) Base + R60
Please note : Although the SD PVR is XtraView capable, SD PVR + SD PVR and SD PVR + 1110 are not available as XtraView
combos.
(1) The HD PVR can record up to 150 hours of SD content. If you record HD content, the HD PVR recording capacity is 50
hours.
(2) Subject to change
3. What are the benefits of the 1110 + 1110 combo?
Can't decide who gets control of the remote control each night?
The 1110 + 1110 XtraView combo delivers a full dual view viewing experience - allowing access to two different channels
on two different TVs at the same time! You get to watch a movie in the lounge, while the kids snuggle in bed with cartoons.
Interactive services (including TV Guide, SuperSport Active and Title Search) are available in two viewing environments
and you can even have different Parental Control settings for each decoder.
More great news - the only additional monthly cost (over and above your standard subscription) is the R60 access fee. A
Decoder Care Contract (DCC) for each decoder is optional. (1)
(1) For more info on the Decoder Care Contract, visit www.dstv.com. The monthly DCC cost for the different XtraView
decoders : 1110/ R20 per month, SD PVR / R35 per month, HD PVR / R35 per month.
4. What are the benefits of the HD PVR + 1110 combo?
Can't decide what to watch tonight or who gets control of the remote control?
The HD PVR + 1110 XtraView combo delivers a dual view viewing experience with added PVR features - allowing access to
two different channels on two different TVs at the same time, whilst simultaneously recording two other channels!
PVR functionality (including pause Live TV, FF, REW, access to the Playlist) and the HD Channel are available in one
environment, whilst Interactive services (including TV Guide and SuperSport Active) are available in both. The HD PVR
Favourite Channels feature is available in one environment, while the useful Title Search feature is available in the
other. You can even have different Parental Control settings for each decoder.
More great news - the only additional monthly cost (over and above your standard subscription) is the R60 access fee.
A Decoder Care Contract (DCC) for each decoder is optional. (1)
(1) For more info on the Decoder Care Contract, visit www.dstv.com. The monthly DCC cost for the different XtraView
decoders : 1110/ R20 per month, SD PVR / R35 per month, HD PVR / R35 per month.
5. What are the benefits of the HD PVR + HD PVR combo?
Can't decide who gets control of the PVR remote control each night?
The HD PVR + HD PVR XtraView combo delivers a full dual view PVR viewing experience.
You can view a different channel (live, from the buffer or playback) in each environment, while simultaneously
recording 4 other channels at the same time. You can also access both playlists from each environment.
PVR functionality (including pause Live TV, FF, REW, access to the playlist), the HD channel and interactive services
are available in both environments. You can set different Parental Control levels for each decoder and with our
Favourite Channels feature, can also select different Favourite Channels for each environment - no more hopping over
unwanted channels. Top this with a combined recording capacity of 300 hours (1) and you are guaranteed to get so much
more.
More great news - the only additional monthly cost (over and above your standard subscription) is the R60 access fee.
In other words, you pay the same monthly subscription costs for a HD PVR + HD PVR combo, as you would for the HD PVR
on its own! A Decoder Care Contract (DCC) for each decoder is optional. (2)
(1) Each HD PVR can record up to 150 hours of SD content. If you only record HD content, each HD PVR has a recording
capacity of 50 hours.
(2) For more info on the Decoder Care Contract, visit www.dstv.com. The monthly DCC cost for the different XtraView
decoders : 1110/ R20 per month, SD PVR / R35 per month, HD PVR / R35 per month.
6. What are the benefits of the HD PVR + SD PVR combo?
Can't decide who gets control of the PVR remote control each night? Need more than 80 hours of recording capacity?
The HD PVR + SD PVR XtraView combo delivers a full triple view PVR viewing experience. You have PVR functionality
(including pause Live TV, FF, REW, access to the playlist) in 3 separate viewing environments, and interactive
services in two.
You can view a different channel (live, from the buffer or playback) on three different TVs, while simultaneously
recording three other channels. You can also access both playlists from each environment.
The HD PVR Favourite Channels feature and the HD Channel is available in one environment and you can even set
different Parental Control levels for each decoder. Add to this a combined recording capacity of 230 hours (1)
and you are guaranteed to get so much more.
More great news - the only additional monthly cost (over and above your standard subscription) is the R60 access fee.
In other words, you pay the same monthly subscription costs for a HD PVR + SD PVR combo, as you would for the HD PVR
or SD PVR on its own! A Decoder Care Contract (DCC) for each decoder is optional. (2)
(1) The HD PVR can record up to 150 hours of SD content. If you only record HD content, the HD PVR has a recording
capacity of 50 hours, ie. a minimum of 130 hours combined recording capacity.
(2) For more info on the Decoder Care Contract, visit www.dstv.com. The monthly DCC cost for the different XtraView
decoders : 1110/ R20 per month, SD PVR / R35 per month, HD PVR / R35 per month.
7. How does XtraView work?
Basically, two decoders* are linked to work under a single subscription. Each decoder is independently connected to
the satellite dish and each decoder has a smartcard. In the XtraView installation, one decoder is designated as the
"primary" decoder and the other one is designated as the "secondary". The decoders are linked by a cable that allows
communication between them and the primary decoder sends a "heartbeat" to the secondary decoder via this cable. If the
cable is removed or the "heartbeat" lost, the secondary decoder will lose video & audio until the cable is replaced or
the "heartbeat" resumed. There is no impact to the primary decoder if the cable is disconnected. (* See available
XtraView combos)
8. What does XtraView cost?
(1) The initial set-up cost includes the cost of the decoders (unless you already have one or both) and a fully
XtraView compliant installation (1)
DSD 1110 - current retail price of R499 (2)
HD PVR - current retail price of R3,999 (2)
(2) Monthly cost : the DStv subscription for your selected package(s) ie. DStv Premium, DStv Compact, DStv Indian
and / or DStv Portuguesa, plus an additional R60 access fee (3). A Decoder Care Contract (DCC) for each decoder is
optional. (4)
XtraView Combo Monthly Cost
1110 + 1110 Subscription + R60 access fee
HD PVR + 1110 Subscription + R60 access fee
HD PVR + HD PVR Subscription + R60 access fee
HD PVR + SD PVR Subscription + R60 access fee
(1) MultiChoice recommends the use of a MultiChoice Accredited Installer for all XtraView installations. For a
guide to installation prices and options, please visit www.dstv.com. To find an accredited installer in your area,
SMS your postal code to 33936 (SMS cost R1.50)
(2) Recommended retail price. Excludes dish & installation. While stocks last.
(3) The R60 access fee is charged to access multiple channels simultaneously (whether viewing or recording).
(4) For more info on the Decoder Care Contract, visit www.dstv.com. The monthly DCC cost for the different XtraView
decoders : 1110/ R20 per month, SD PVR / R35 per month, HD PVR / R35 per month.
9. How do I get XtraView? (I do not have a XtraView installation)
STEP 1 You need to be a DStv Premium*, DStv Compact, DStv Indian or DStv Portuguesa subscriber in South Africa. *If
you have DStv Premium but with M-Net still received via your analogue decoder, you are not able to get XtraView.
STEP 2 Determine your viewing requirements.
Do you have multiple TVs in the home? Is there a need to watch different channels at the same time (you want to
watch the rugby while the kids want to watch cartoons)? Do you want to be able to pause Live TV? Record programmes?
Do you regularly take a decoder on holiday? What is your budget (remember to factor in installation costs)?
STEP 3 Select the XtraView combo which best meets your viewing requirements. Decoders can be purchased from retailers,
MultiChoice Branches or Agents, or directly from the installer.
STEP 4 Select the XtraView installation option which best meets your needs and takes into account the number of TV
sets in your home (we call these "viewing environments"). Visit www.dstv.com for a guide to installation prices &
options.
STEP 5 Book your installation with a MultiChoice Accredited Installer (remember to confirm your preferred
installation option with the installer).
STEP 6 Installation & Activation. As we recommend XtraView activation be done at the time of installation,
check the following before the installer leaves :
Both decoders must be operational and you should be able to access all channels to which you are subscribed
from both decoders.
Does the actual installation functionality match the installation option requested?
You must know (for all viewing environments), which TV channel is tuned to which decoder and which remote control
(ore remote mode) to use with each channel.
Confirm that XtraView has been activated. Press MENU to go to the Decoder Menu, select Information / Information
Central, check XtraView Status (the correct decoder should be shown as Primary, the other as Secondary).
For easy troubleshooting in future, we recommend you note the settings on the XtraView set-up screen (for each decoder).
To go to the XtraView set-up screen : press MENU, select Advanced Options, enter 9949 if a PIN is requested, select
XtraView. We also suggest you note the tvLINK setting (PVRs only).
HD PVR - press MENU, select Advanced Options, enter 9949, select Equipment Set-up
SD PVR - press MENU, select Advanced Options, select TV Installation, enter 9949, select TV Link Set-up
10. How do I get XtraView? (I already have the decoders installed)
STEP 1 You need to be a DStv Premium*, DStv Compact, DStv Indian or DStv Portuguesa subscriber in South Africa.
*If you have DStv Premium but with M-Net still received via your analogue decoder, you are not able to get XtraView.
STEP 2 Ensure you know which decoder you want as the primary (visit www.dstv.com for more info).
STEP 3 Check that both decoders have the latest software* :
1110 = L10 (press MENU, select Information, check for L10 on the third line)
SD PVR = L21 (press MENU, select Information, check for L21 on the third line)
HD PVR = 11 / 2 (press MENU, select Information Central, select Hardware Status, go to Loader status, check for
Loader Ver / Var : 11 / 2 on the third line)
* If decoder(s) do not have the latest software, press MENU, select Advanced Options, select DSD Upgrade and
initiate download. Do not interrupt process and wait for full video & audio to resume. If you are unable to
download new software, call your nearest MultiChoice Contact Centre for assistance.
STEP 4 Ensure that the XtraView settings for each decoder, match the recommended settings for the installation
options you have chose.
Press MENU, select Advanced Options (enter PIN 9949 if requested), select XtraView Set-up
STEP 5
only for SD + HD PVR combo Even if no tvLINK "eye" is used, the setting for the tvLINK on the SD PVR must be set
to "enabled" (press MENU, select Advanced Options, select TV Installation, enter 9949, select TV Link Set-up,
select TV Link Set-up and change setting to "enabled")
STEP 6
only for SD + HD PVR combo Check that the SD PVR has the correct smartcard. On the SD PVR, press MENU, select
Information, check Add2 Status. If the status reads "requires smartcard upgrade" follow the steps below :
Warning! If the correct smartcard swop procedure is NOT followed, you will lose access to all existing recordings
on the SD PVR.
To do the smartcard swop, take the SD PVR (with smartcard) to your nearest MultiChoice Branch or Agent. On arrival,
clearly request the XtraView / Add2 smartcard swop. Whoever assists you must confirm that your recordings are
viewable with the new smartcard, before you leave our offices. If you are unable to go to a MultiChoice Branch or
Agent, please contact your nearest MultiChoice Accredited Installer. You will be charged R85 for the new smartcard,
which will be reversed once XtraView is activated.
STEP 7 Confirm that the link required for the heartbeat is working, by checking that remote commands can be relayed.
(Visit www.dstv.com for more info or check with your MultiChoice Accredited Installer).
STEP 8 Check that both decoders are fully functional and connected to the satellite dish :
If you are not yet a subscriber, confirm that you have video on channel 100 on both decoders.
If one of the decoders is already active, tune to Animal Planet (channel 264). On the other, tune to channel 100 (this
will confirm that both decoders are independently connected to the satellite dish).
STEP 9 You are now ready to activate XtraView. Please remember, you need to be at home, have both smartcard numbers
and have access to both decoders when calling us for XtraView activation. The smartcards must be in the correct decoders
11. What actually happens during the XtraView activation process?
STEP 1 The MultiChoice agent will ask for the two smartcard numbers.
The MultiChoice agent will ask which of these belongs to the primary decoder.
STEP 2 When the activation begins, video & audio is lost on the TV linked to the secondary decoder (alternatively,
the picture could freeze). Please DO NOT interrupt the process or press any keys on the decoder or remote control
unless instructed by the MultiChoice agent.
STEP 3 A PIN code is displayed on the TV linked to the secondary decoder. Read this PIN code to the MultiChoice
agent.
STEP 4 When given the instruction by the MultiChoice agent, press OK on the remote control of the secondary decoder.
STEP 5 Confirm that there is video & audio output from both decoders.
STEP 6 Confirm that XtraView has been activated. Press MENU to go to the Decoder Menu, select Information / Information
Central, check XtraView Status (the correct decoder should be shown as Primary, the other as Secondary).
STEP 7
only for PVRs If you have a XtraView combo with a PVR, check that PVR functionality is available on one or both PVRs.
To do this, press PAUSE and confirm that pause functionality is enabled (on-screen pause icon will display on screen)
STEP 7 MultiChoice agent confirms the expected billing charges.
12. What is the R60 access fee for?
The R60 access fee is charged to access multiple channels simultaneously (whether for viewing or recording).
13. Why are no other single view decoders or the dual view decoder XtraView compatible?
The older decoder models are not capable of sending or receiving the heartbeat required for XtraView.
14. Why isn't the SD PVR + SD PVR combo available?
The SD PVR is not capable of sending the heartbeat required for XtraView.
15. Will all future decoders be XtraView capable?
Not all new decoders will necessarily be XtraView capable. We will clearly communicate those that will be XtraView
capable as well as the new XtraView combos as they become available.
16. Is there a limit to how many XtraView combos I can have linked on my account?
Yes, you are only allowed one XtraView combo per account.
17. Will you ever allow more than two decoders in a XtraView combo?
We are not currently planning to allow more than two decoders per XtraView subscription.
18. I have XtraView activated. What happens if one of my decoders or smartcards needs to be swopped?
Please take your smartcard AND decoder to your nearest MultiChoice Branch or Agenct. Agencies do not carry swap stock
for decoders, so the swap may take up to 3 days. Your smartcard, however, can be swapped immediately.
19. What happens if I want to cancel XtraView?
Call your nearest MultiChoice branch or agent. Please ensure that you leave both decoders switched on and connected to
each other until the cancellation has been completed by MultiChoice.
20. I have XtraView activated. I however want to change the XtraView combo that I currently have installed / activated.
What do I need to do?
You may purchase your new decoders, however, in order to change the XtraView combination, the current XtraView combo
will first need to be cancelled. To do this, please call your nearest MultiChoice Contact Centre. It is very imporant
that you leave your existing decoder combination switched on and connected to each other until it has been cancelled.
The cancellation process must be completed BEFORE the new decoder combinations can be installed or activated.
21. I have XtraView activated / installed. I however want to swop the primary and secondary decoder. What do I need
to do?
It is not currently possible to swop the primary and secondary decoder. This will be resolved early in 2009. Please
call your nearest MultiChoice Contact Centre for more information
22. I have XtraView activated and I want to take one of my decoders with me to my holiday home? What do I need to do?
Firstly, only the primary decoder can be taken with you to your holiday home. If you do remove the primary decoder to
go on holiday, please note that the secondary decoder will not function for as long as the heartbeat is not received,
ie. until you return home and reconnect the primary decoder.
MultiChoice recommends the use of a MultiChoice Accredited Installer for all XtraView installations. A guide to
installation prices and options is available on www.dstv.com. To find an accredited installer in your area, SMS
your postal code to 33936 (SMS cost R1.50).
23. What is the "heartbeat"?
The "heartbeat" is the communication sent every 30 seconds from the primary decoder to the secondary decoder via
the RF cable which connects the two decoders. The "heartbeat" cable does not carry voltage and the decoders
communicate with each other via a 7MHz signal.
24. What happens if the "heartbeat" is interrupted or lost?
If the cable is removed or the "heartbeat" lost for more than 3 minutes, the secondary decoder loses video & audio
until the cable is replaced or the "heartbeat" resumed. For the first 5 minutes after the "heartbeat" has been lost,
the following error message is shown in the TV2 environment - "XtraView Activation. Waiting for communication from
Primary Decoder…."
If the "heartbeat" is not resumed within 5 minutes, the error message advises that "you may need to check XtraView
set-ups, cables, connections and/or power statuses." That message will remain until the problem is resolved.
There is no impact to the primary decoder if the "heartbeat" is lost.
25. What is a XtraView compliant installation?
A compliant installation is one where :
decoders from a valid XtraView Combo have independently been connected to the satellite dish
both decoders have the latest software
both decoders have XtraView capable smartcards
the role of primary and secondary decoders has been correctly allocated
the cable between the decoders has been set-up correctly and tested (ie. remote commands can be relayed)
the remote controls correctly configured
the decoder menu set-up options correctly configured (XtraView and tvLINK set-up).
26. Will I need a second dish installed for XtraView?
You will not need a second dish for XtraView, but it is likely that the LNB on the dish, as well as the installation
and cabling needs to be upgraded.
MultiChoice recommends the use of a MultiChoice Accredited Installer for all XtraView installations. For a guide to
installation prices and options, please visit www.dstv.com. To find an accredited installer in your area, SMS your
postal code to 33936 (SMS cost R1.50)
27. Do I need to change my existing installation?
You will need to upgrade your installation and run cabling between the decoders. MultiChoice recommends the use of a
MultiChoice Accredited Installer for all XtraView installations. A guide to installation prices and options is available
on www.dstv.com. To find an accredited installer in your area, SMS your postal code to 33936 (SMS costs R1.50).
28. In a XtraView combo, which decoder is the primary and which is the secondary?
XtraView Combo Primary / Secondary
1110 + 1110 n/a
HD PVR + 1110 Although both can be either the primary or secondary decoder, we recommend the HD PVR as the primary
decoder.
HD PVR + HD PVR n/a
HD PVR + SD PVR As the SD PVR is technically not capable of generating a heartbeat, the HD PVR has to be the primary
decoder in this XtraView combo.
You must determine which decoder you want as the primary decoder prior to XtraView installation and activation. For
example, only the primary decoder may be removed and taken with you on holiday. For more detailed information on the
primary and secondary roles, as well as recommendations to best suit your viewing needs, we suggest you speak to your
installer, or refer to the detailed installation options available on www.dstv.com
29. Does the length of the RF cable which connects the two decoders affect the signal quality / performance of XtraView?
If no amplifiers or splitters are used, the decoders can be up to 50 m apart. We recommend you visit www.dstv.com to
view the latest installation options available. Technical and installation queries can also be posted on the forums.
30. Which remote controls are XtraView compatible?
The remote control packaged with the 1110 decoder is compatible with all XtraView decoders.
The remote control packaged with the HD PVR is compatible with all XtraView decoders.
The remote control packaged with the SD PVR only works when used with the SD PVR.
The 1110 can work with the 1110, SD PVR or HD PVR remote.
The SD PVR can work with the 1110, SD PVR or HD PVR remote.
The HD PVR can work with the 1110 or HD PVR remote.
Note: Additional remote controls may be purchased from MultiChoice Branches & Agents. The cost is R200.
31. Which smartcards are XtraView compatible?
Only Zeta +2 smartcards (and new generation "Kappa" smartcards) can be used for XtraView. The easiest way to confirm
this is to look on the back of the smartcard - it should clearly be marked "Version Zeta +2" or "Kappa".
You can also confirm that you have the correct smartcard by pressing MENU, accessing Information / Information Central
and checking the XtraView status. If the status reads "ready, but inactive" the smartcard is XtraView capable.
Most smartcards released to the market since April 2008 are Zeta +2 smartcards. All HD PVR decoders were supplied with
Zeta +2 smartcards.
32. Where can I get a XtraView capable smartcard?
XtraView capable smartcards are available from MultiChoice Branches, Agents & Accredited Installers.
If you swop your existing smartcard for a XtraView capable smartcard, you will be charged R85. This R85 is reversed
when XtraView is activated. If you would like to keep your existing smartcard, the new smartcard will cost R120. Please
note : this is not recommended as your existing smartcard will no longer work following XtraView activation.
Very important note for SD PVR customers : If the correct smartcard swop procedure is not followed, you will lose access
to all previous recordings on the SD PVR.
If the smartcard in your SD PVR needs to be swopped, please do this either via a MultiChoice Accredited Installer or by
bringing your SD PVR (with smartcard) to your nearest MultiChoice Branch or Agent.
33. What remote blasters work in an HD PVR XtraView installation?
Later models of remote blasters should work, however, we recommend that while your XtraView installation is being done by
the MultiChoice Accredited Installer, you get the equipment checked
34. Which splitter works with HD PVR XtraView installations?
There are a number of splitters from local suppliers which can be used in HD PVR XtraView installations. The splitter must
indicate a working range of at least 5 to 900 MHz. We recommend you visit www.dstv.com to view the latest installation
options. Technical and installation queries can also be posted on the forums.
35. Does the tvLINK work with 1110 XtraView installations?
The 1110 will react to a tvLINK "eye", but cannot supply power to a tvLINK. The tvLINK only works if powered by an
external power source or by another decoder.
Installation vouchers, are there pitfalls in getting my installation done/upgraded in this way?
A number of companies offer installation vouchers for purchase at the same retail outlets where MultiChoice decoders
are sold. These companies are not under the direct control of MultiChoice and therefore the offer on the voucher is
not MultiChoice vetted or approved. In some instances the offer on the voucher will limit the amount of material, labour
and components used in the installation. This may restrict your viewing options and installation flexibility. The
constraints often become more obvious when doing an XtraView installation. We therefore strongly recommend that you get
advice from a MultiChoice accredited installer before deciding on the purchase of an installation voucher.
36. Can I install the SD PVR and HD PVR in the same room?
Yes, you are able to install both the SD PVR and HD PVR in the same room.
For more detailed information, we suggest you speak to your installer or refer to the detailed installation options
available on www.dstv.com
It is important to decide on your viewing needs before you confirm which installation option you prefer.
37. I have the SD PVR and HD PVR and my account is incorrect, I seem to have been double / triple billed :
If you have both the SD PVR and HD PVR on your account, it is likely that XtraView has not yet been activated, or that
it has not been activated correctly. Plesae call your nearest MultiChoice Contact Centre and request that the billing
be rectified.
38. The message "XtraView Activation. Waiting for communication from Primary decoder…. You may need to check XtraView
set-ups, cables, connection and or / power statuses" is displayed.
This is displayed on the output of the secondary decoder if the heartbeat is lost for more than 5 minutes. If full
video & audio are available on the primary decoder, please ensure the connecting cables are properly secured and
connected and that the XtraView settings are correct.
If this does not resolve the problem, we suggest you call your nearest MultiChoice Contact Centre. |
