Device not working properly

I took my decoder in to be upgraded as per the call center advised on Saturday 19 February 2022. While the consultant was assisting me at the branch she told me that my device needed to be repaired. I agreed on getting a refurbished one as they call it. However when I got home and plugged the device in . It failed to work. I kept on receiving errors and called the call center once more for assistance again . The consultant kept on telling me to reboot and that it's a network error. It's been 2days without any response.Or watching TV because I can't.Now all the reboots as per the consultants have affected the extra view option of the primary decoder it has also stopped working. There is absolutely nothing wrong with our signal or network. Can someone from Multichoice please advise what to do. Or should I cancel my prescription. I am really not happy with the service and for multichoice to treat customers like this is unacceptable how can you give customers who pay insurance broken devices.