DSTV call centre service

I have a premium package at over R1000 per month. I should have Showmax as a part of that, but it will not load. I spent one hour and 10 minutes on the phone with them while she tried to talk me through the process whilst constantly telling me that my Wi-Fi is not strong enough despite the fact that I have no problems with Netflix and I've had Britbox and Disney plus before without a problem. I also have a wifi booster. By the time we had finished I had no dstv at all and it was asking me to install dstv on a page that said ,this process should be used by a registered Dstv installer. She said I should take my decoder to the service centre , on a Saturday night at 9.30 in the dark , I am 74 years old and was not prepared to do that on my own. Eventually she said that I must unplug everything and leave it for two or three hours and it would come back. In the morning I switched everything back on and surprise , surprise it still said I needed to do an installation . I had to get a friend to assist me to get back Dstv but still have no Showmax.