Call centre unreliable and poor service.

Purchased new explorer decoders 3A and installed a week ago. Catch and Box office was not available with errors that it is not available in my region or county yet. I called and was advised it takes 24-48 hours to load. Then 48 hours passed and I was told it’s actually up to 72 hours and waited another 24 hours. Still nothing changed and in my 3rd call I was advised that the setting need to be reset and the decoders formatted. I called again when I got home to do this was then advised that this is a DSTV fault and that is not the solution and this issue exists on the new explorer decoders and techs are working on the issue and the issue will be resolved by 25 August. What is going on? What is the real story? I was told this affects thousands of customers but how, there is nothing on social media to the extent of thousands.