Bad service

I bought the new Explora 3A two weeks ago. The installation has been done. It started with an error code that i phoned the call centre and only after 2 calls it got cleared. But then the catch up menu does not work. It keeps saying its not available in your country. I have phone several times to get assistance bt still the error occurs. Does DSTV realise that its Airtime to call and that you hold on for a while before getting assisted. This is really frustrating.