Bad Service from DSTV

Terrible service from DSTV My decoder stopped showing some channels and every time you call DSTV you get conflicting stories from the clueless consultants. First I was tolled my decoder is old and must be changed, when I tolled them my PVR is almost two years old, the story changed to the dish that needs alignment.

Can somebody please tell me what's wrong, why am I not receiving the service I am paying for.