Bad service

I've been paying for my DSTV incuding catchup and showmax religiously so.For past 2weeks I've been struggling to get updated catchup but I can record pause and rewind meaning my decoder doesn't have a problem it's the people who must update are refusing to update so that I can buy a new one.There is nothing special about DSTV with all the repeats we get been to the office was told it will play if not I must buy the new is that a new money making schemes while my friend who bought it same year as mine still working or are you trying to force us to have insurances.Can you please update my catchup.