CatchUp not working

I recently changed my DStv package but change back to Compact plus because there was a very small difference in the prices. After that day we did not have Catch Up again. We phoned the call centre and were given instruction on how to get it back but we still don't have Catch Up. I don't think your call centre agents know what they are doing as we called twice but nothing has been sorted out. Can someone please tell us how we can get Catch Up again!