List of GOtv problems and solutions – complete guide

  TV

GOtv is one of the leading companies when it comes to entertainment in Africa. Most of the subscribers face various issues from connectivity to being unable to watch GOtv after paying.

This guide will help you get through most of the common problems.

Missing channels

This is one of the most common problems GOtv users experience. It usually occurs when upgrading the decoder’s software. To fix this, follow these steps:

  1. Press MENU on your decoder’s remote.
  2. Press the i button and then press 7.
  3. The decoder will automatically reboot and launch the FTI page.
  4. Select the language as English, the country to where you reside and set the antenna power OFF.
  5. The decoder will re-scan itself for available channels.

Read Also: How to pay GOtv through M-Pesa

You can also use these steps if the ones above don’t recover the missing channel(s):

  1. Press MENU on your decoder’s remote.
  2. Select Advanced Options.
  3. Scroll down the list and select Installation and then select Tuning.
  4. Choose the Automatic Scan option and press the OK button in each stage.
  5. The number of channels for the normal GOtv package should be 27. GOtv Plus has 37 channels whereas GOtv Max has 57 channels.
  6. The scan should show how many channels are available.
  7. Press EXIT when the scan is done.

Error messages

If you are encountering any of these errors on GOtv, here is a detailed guide for fixing each of them:

E017-0 and E48-32

These error messages indicate that the decoder is not enabled for the specific channel you are trying to view. It’s usually caused when the software is not up to date.

  1. Press MENU on your decoder’s remote.
  2. Select Information Central to check whether you have the latest software.
  3. If there is an upgrade available, press MENU and select Advanced Options.
  4. Select Decoder Upgrade.
  5. A red button will appear below on your screen, press it to download the upgrade.

This error message can be prompted by other issues as well. You can still fix it by following these steps:

  1. Switch off the decoder and switch it back on.
  2. If the problem persists, send an SMS to 4688 with the following wordings; RESET IUC number.
  3. You can also visit their website at http://eazy.gotvafrica.com/ and search for the Clear Error Code section. Enter your IUC number and key in the error code then click on Clear Error.

E16

This error message comes about when you’ve paid for your subscription but the channels aren’t showing. This is because GOtv’s system failed to reactivate your account automatically.  To fix this, follow these steps:

  1. Send an SMS to 4688 with the following wordings; RESET IUC number.
  2. You can also visit their website at http://eazy.gotvafrica.com/ and search for the Clear Error Code section. Enter your IUC number and key in the error code then click on Clear Error.

You can also find more information about the E16 error on GOtv here.

Low signal

Whenever the signal is low, viewing any of your favorite shows becomes a problem. It is usually brought about by bad weather. To fix this, follow these steps:

  1. Press MENU on your decoder’s remote.
  2. Select Advanced Options.
  3. Scroll down the list and select Installation.
  4. Select Signal Information and then press OK.
  5. The signal bar should be higher than 50% while the signal quality bar should be higher than 40%.
  6. If both values are lower than that, move your antenna up or down and from side to side until the signal is at its highest.
  7. Once satisfied with your signal strength, secure the antenna tightly, and select EXIT.

Read Also: How to watch GOtv channels for free

Account suspension

Sometimes when you migrate from one package to another, you will be suspended. When something like this happens, simply contact GOtv Customer Care to verify your ownership and your account will be reactivated instantly. The following are some of their contact details depending on the country you reside in:

  1. Ghana: Phone No: +233 302 740 540. Email Address: customerservice@gh.multichoice.com. USSD: *759#
  2. Kenya: Phone No: +254 711 066 000. Email Address: kenya@gotv.co.za. USSD: *423#
  3. Malawi: Phone No: +265 1 895 777. USSD: *570#. Shortcode: 54688
  4. Uganda: Phone No: +256312245245. Email Address: uganda@gotv.co.za. USSD: *206#
  5. Zambia: Phone No: +260 211368343. Email Address: zambia@gotv.co.za. USSD: *668#

Account reconnection

Whenever you fail to pay your monthly subscription, you will be disconnected from GOtv until you are ready to pay. To be connected back, you will need to follow these steps:

  1. Visit eazy.gotvafrica.com
  2. Key in your IUC number.
  3. Select your country from the drop-down list.
  4. Enter the captcha and then click ‘Verify’.
  5. This will take you to the online payment page.
  6. Once you settle your balance, click on ‘Reconnect’ to have your account back on track.

GOtv remote not working

Many subscribers have had an issue with the decoder not responding to the remote. This may be caused by a couple of issues.

Batteries

If the batteries are working the LED lights on the decoder will flicker whenever you press the remote. When the remote is not responding accordingly, remove and put back the batteries into the remote. You can also replace the existing batteries with new ones.

Read Also: How to change your GOtv Package

Technical issue

If the remote has a technical issue, you can fix it by pressing both ‘P+’ and ‘P–’ at the same time on your decoder. A pop-up screen will show up on your TV indicating the channel’s name. When you press the direction buttons or any button on your remote, it will start working as before.

Clogged up from the inside

If the remote has been exposed to dust or food particles, it may malfunction. To fix this, you will need to clean the remote from the inside. Follow these steps:

  1. Open the remote using a flat metal such as a knife.
  2. Once it is open, clean the green board with a slightly wet cloth.
  3. If there is too much dirt, dip a toothbrush in methylated spirit and clean the green board with it.
  4. Clean the rubber part and leave it to dry as well.
  5. Once the parts are dry, put them back together and test the remote. It should be working by now.

Reset the decoder

Most of the problems listed above can also be fixed by resetting the decoder. This should be the final solution when nothing else is working. To do so, follow the steps below:

  1. Unplug the device from the power source.
  2. Press and hold the P+ button on the decoder.
  3. Plug the device back to the power source.
  4. You should see a green LED light flashing on the decoder.
  5. Quickly after the light stops flashing, release the P+ button.
  6. You should then press P+ and P- buttons at the same time.
  7. This will reset the decoder.

Conclusion

If any of the problems listed above persist, you should contact Zuku’s Customer Care. I hope this article was helpful. If you have any questions surrounding this topic, let us know in the comments below.