billing problems with multichoice

I have an extra view installation, that consists of an Explora and an hd pvr1.The Explora is the primary and the hd pvr1 is the secondary. On the secondary decoder there is a payment in arrears message but the primary decoder has no message and works. I tried calling from work but their automated answering service does not have an option to speak to a consultant. I wasted 20min of airtime last week because the same decoder went into standby after a power outage. I managed to get the correct settings from a friend. I was told that my hd pvr1 goes back to factory settings after a power loss. The hd pvr1 was working fine until my wife switched it on at about 07:40pm today 26Nov15. BTW the date on the preview page is incorrect