Can't get help with dstv enquiries without account holder present

My dstv went off about 2 weeks back, couldn't get help online and I was advised to take it to a walk in multichoice around my area which I did only to be turned away because I didn't have my brother's ID with me. The account is under my brother's name so if he's not around this basically means we can't get help anymore? In a household of 6 people, if the account holder is not available with their ID you can't get help with your dstv even if your enquiry has nothing to do with finances? If this is their new system, they really need to change it because it's really an inconvenience