DSTV Multichoice - no response

We have been full package subscribers for over 15 years. Our decoder has recently giving us a problem with channel 101 whereby one cannot view what is upcoming in this specific channel nor can we put something on reminder. We called DSTV on more than one occasion and my husband took the decoder to their customer center in Umhlanga. To date we have not had a response - we were promised feedback but received nothing. Its frustrating that we paying almost R1k every month and not getting full product value. How many more times must we incur extra expenses on calls and travel???????????