Cannot help or will not help resolve problem

I have a error code E16-0 on my Xtra viewe and have tried the following I phoned their call center, but even with my hearing aid and loudspeaker turned on, cannot make out r follow, the voice instructions as the operator speaks too fast, too unclear and too soft. I eventually gave up. So I tried to use the USSD codes and the DSTV Internet options, to no avail as the second decoder is a Multi Choice Skyworth decoder that does not use a smart card, and all the instructions, call for a smart card number, which does not exist. Eventually I left an e-mail, explaining my problem, asking that Customer service resolve the problem with the detail provided to them or call me back. Five days later I still have no response.