Dstv - no service.

We are streaming the Dstv premium package through an XBox for my in-laws staying with us. The are both in their 80's and live for their Afrikaans soaps and the news. Since last Friday, on the first day of the Sevens rugby tournament, it stopped, stating that we are streaming on 2 devices. We have deleted all devices and only logged onto the XBox numerous times. My husband has been on the phone close to 2 to 3 hours trying to convince the operators of the facts. We are able to stream on the tv through my husbands phone but not through the XBox. The last operator promised to escalate our problem, but here we are, 6 days later and still nothing. Not even a follow-up. If you threaten to cancel or stop paying, you are at fault, but we are currently paying for a service we are not receiving. What do we do now?