Dstv Wifi Router locked

Dstv Wifi..Cannot connect when you switch addresses,I visited home when I was on leave the router was locking itself and I never reported it as ******,now I'm back at my flat and it's locked again I have been calling them for 6 days now all the consultants that are assisting me they have no clue on how to assist me,and I call them using my airtime I have spent about R700 on airtime to call them.I work remotely I need the data but I cannot work using the Wifi and the R749 bill I have paid but I have stayed 6 days with no data.Why are they locking the Router?Why I am not getting help at their call centre.I am really inconvenienced