DSTV CATCH UP

I have been struggling with Catch up for the past two weeks, the error message states " Not available in this country" the call canter staff are clueless as to what's happening and DSTV doesn't even care to update or assist clients. I've been told the matter is being escalated , I've taken screen shots of the explora details as well as software and still no luck. Pathetic customer service experienced.