DSTV shocking service

Terrible service. Called DSTV to find out why Nowdstv is not allowing us to view. Since the requested update. They told me to go on help chat. Have not been able to get answers. Called again and they promised to get someone to call straight away. 3 h have passed and still no call. This is appalling. We pay R2300 pm for our subscription and is this the service that we are to accept ???