DSTV OVER PROMISE AND UNDER DELIVER!

I have experienced a problem previously wherein after loadshedding I find that my PVR service is not working. I contacted DSTV countless times over the past two weeks and have to date not received any assistance. I received a call at 9pm on Wednesday night from an agent and explained to her that I could not take the call as I was putting my little baby to sleep. I asked her to call me the next day at 5:30pm and have not heard from anyone. I am essentially paying for a service (PVR) which I am unable to use!