DSTV doesn't care

I am a Premium package DSTV customer of many years. I have twice phoned DSTV in connection with our recent problem of lack of access to Catchup and Box Office. On both occasions I was assured that my problem would be escalated. The second phone call enlightened me to the fact that DSTV is aware that there is a general problem in this regard. Nonetheless I have heard absolutely nothing from DSTV! I also messaged them via their Facebook page but beyond an acknowledgement of my message, no response. When is the issue going to be resolved? Communication please DSTV. And also advise what credit I will receive for not having the full benefit of my package. I should add that I think that the call centre consultants are in an awkward position and are courteous despite the lack of backup provided by their employer.