Disgusting non-service

I am trying my hardest to get my step-mom's NatGeo Wild channel to work with no joy. Thembisa was going to get Shaun to call me back but he hasn't. The decoder belongs to my 88 year old step-mom, I pay for the subscriptions and my step-mom is in the dementia unit of an old age home. I am disgusted that, just because the decoder is not in my name I suddenly can't be helped. I was helped before to try get the channels that I have paid for but now it's a problem. How pathetic. I am not trying to ***** from you for goodness sakes. I am trying to get better service for my 88 year old step-mom and 88 year old dad.