Connection issues

<p>we have a Explorer 2 and have a Premium subscription , we have been experiencing issues for over 2 weeks, our Catch Up has not updated since the 9th May 2017. Some of the channels are not showing and I have called the helpdesk, the lady I spoke to asked me to check the signals and they were all at 40% and she told me they should be at 70% but never gave me a solution to how I get the signal to that 70%. She said I must wait 15 to 30 minutes for everything to get back to normal, that time has passed but there has not been any change. A service is being paid for but we do not get that service if payment is not made, they cut it off with not questions asked yet they give us services that are not full. Some body do something </p>