Can I please get catch up?????

My dstv explorer was set up and I didn’t realize that the catch functionality was faulty. I just assumed it would load in 48 hours. Well it didn’t. I then called customer care to enquire, I was told they would put a technician on to the problem. 4 days later, I still don’t have catch up. The message on my catch up screen keeps reading ‘Dstv catch up is not supported in this country’. I’ve already paid for the service, so why can’t I get the full package????