E16 is a decoder error that appears when a customer is not able to view their desired product offering. An E16 error can appear when customers have not paid for their subscriptions paid less than what their subscription would cost, trying to view a channel that is not part of their subscription, or the customer’s decoder software is outdated. If the decoder was not powered when payment was made, customers can get an E16 error, we recommend you always keep your decoder powered on upon making a payment to prevent an E16 error. Additionally, an E16 error may occur due to faulty installation and customer needs to verify the percentage of signal quality and strength.
An E16 error can be prevented by making the correct payment for your subscription and ensuring your decoder is powered on when you make the payment.
Customers can log onto self-service platforms (GOtv Website, GOtv App, USSD, WhatsApp and Telegram platform) to check balance due for subscription. If balance due is not sufficient for subscription renewal, upgrade, XtraView, downgrade or add-on products, the customer must top up the remaining balance using self-service platform by clicking on the pay icon and following the payment instructions
- Input login credentials and login
- Select Pay Now
- If you have an amount due, select Pay
- Select your Preferred Payment Provider
- Select your Payment Method and Enter requested details to continue
- Input account details and select Continue to pay
- You will be informed of successful payment
If sufficient payment was made and you get an E16 error, you can clear the E16 using self-service platforms (GOtv Website, GOtv App, USSD, WhatsApp and Telegram platform). Please ensure that your decoder is powered on before proceeding to the following steps: