Bad DSTV technical experience

My extra view decoder was working perfectly and one day it just stopped working. I phoned DSTV and they couldn't reset it. I bought a new decoder, installed it as the primary, my old primary decoder, which was working, was installed as the extra view decoder. My technician spent 30 minutes on the phone to DSTV and eventually I got a picture on the secondary decoder. This lasted all of 30 minutes. When I phoned back I was told my technician didn't know what he was doing and that they have set up my extra view correctly. However, the fault is on Multichoice's side as I had a picture. One cannot get to anyone to lodge a complaint and the last time I phoned I was just cut off with the lady being adamant that it was my technician's fault. She did not listen to what I told her. I'm frustrated and angry. My technician thinks it's because I'm using an older explorer and that the issue arose when their systems were upgraded. It seems the new decoders connect to each other wirelessly but I have a perfectly good decoder that works. There's nothing wrong with my decoders except that they are the older models. I don't know how to resolve this without spending more money which is what they want.