DPP contract with no PVR nor HD channels

I was a premium subscriber with an HD decoder which worked very well and i was happy with it. I signed up for the DPP contract which i was told that it's a full package including the access fee as well. I cannot watch live tv nor live games on Supersport, getting a pop up saying I must be a premium subscriber with PVR, of which i thought that's what i signed up for. My smartcard status shows \No PVR"on the decoder and cannot record anything on the Explorer. After numerous calls to the call centre"