DSTV Stream Issue

I have been trying to sort out an issue with DSTV Stream for more than a week. I have made contact twice now without much help. My primary device suddenly doesn't open any of the content on the app. This after it has been working fine. It is still working perfectly on the 2 other devices that we are using. I have now been on the "Live Chat" with an "Ellen" trying to sell me other products and telling me my decoder is offline - I DO NOT HAVE A DECODER!! It is a streaming app! Then she tells me I don't have streaming account. We have been going back and forth for an hour now and still no closer to a solution.