Bad service

Lightning hit our Explora on Sunday14/2. I phoned the call centre, the decoder is on a 24 month contract so technically I am still paying it off. I spoke to an agent I could barely understand as he was speaking so unclear. told him what happened, he told me that the warrantee on the decoder expired on 5/2/2016. and that I should have taken out insurance. this was the first time I actually heard anything about insurance. I was told to take it to an agent and that they will not have anything to do with the matter even though I am paying it off and technically still belongs to DSTV. we went to Edenvale on Saturday with no better service than the call centre they did not even want to look at it, we then went to Benoni after about an hour in the queue we were helped. this morning the DSTV is off. E16-4 error. phoned the cc the lady first told me I am behind on my payment when I asked her what payment she responded 22/2/2016 this is today and I pay by debit order????? then she kept me on the phone for at least 20min I had to get my daughter on my cel as they cannot make outgoing calls. did everything she told us still nothing. PLEASE HELP ME this is truly unacceptable!!!!!