Dual view contract

Since an apparent upgrade dual view has stopped functioning. In trying to resolve the matter DSTV 2nd line tech support swapped the primary/secondary decoder config on Thurs 12/09 and thereafter attempted to reverse the secondary/primary config, needless to say after visiting 2 agencies they have still not been able 2 resolve the matter. Apparently due to the fact that it is a contract. It is now Monday evening the 16th of September and all I have from DSTV is that the matter has been escallatted. Great assistance....