Disconnected features

I have been a loyal customer for DSTV for more than 10 years and been paying without any missing payments. 1st last week on the 26th of Jan 2026 my DSTV internet was disconnected without my acknowledgement and it has 1200GB and it was forfeited as I have spend a new phoning them to ask what has happened and my efforts and complaints fell on deaf ears today I noticed that my explora features are not working and was told it was cancelled as well. I do not know what have I done to deserve such a incompetence.