Connecting services

I called last week as my explora was not working just to get it disconnected and only my HD decoder to play. Well that was done. Our explora got fixed I called again for them reconnect my service they said its done. When we switch on the explora the hd dont play. I called again to get it fixed they said it's done still nothing your online agents feel like we bothering them cause they know what a person is trying to explain but they try to confuse us. If my decoders dont work by the end of today then there can be switch of I am not going to waste my time all day trying to get this sorted