Channel not working on Dual View, useless help

We have a dual view PVR decoder and the second channel is not working. We called in to report the problem as there is no error code, only a blank screen and when you attempt to change channels it only shows the information bar and changes between three channels. The bars are also in purple and yellow an not the normal colors. The representative on the other side said she doesn't know what the problem is but it could be the eye and that must be disconnected from the TV. We did all the above including rebooting the decoder numerous times to no avail. We also had box office issues and I have emails, contacted via social media (Facebook) and have had no response since apart from being told it has been escalated. We pay every month for a service every month which does not bounce however adequate service is not being received. We have also been disconnected due to 'non-payment' as they made an error on their side disconnecting the wrong service. Can someone competent please attend to the issues as I would like this second channel issue sorted today.