EXPLORA AND XTRA VIEW NOT WORKING- DSTV CANNOT FIX E16-4 ERROR THIS IS UNACCEPTABLE

I contacted the DSTV call centre this morning advising that my daughter's decoder is not playing all the channels. (My explora was working at the time this was about 10am)The consultant then reset the settings and it was working thereafter. A few minutes later my explora and my daughter's decoder showed a E16-4 error. The resetting from the call centre to clear the error on both decoders didn't work. I was advised to call back in 1 hour as it was being escalated. After 1 hour I called back with no success in being helped, I was then advised that the escalation can take 3 hours. I called back at 16h25 and spoke to another consultant who tried to connect it again but I was then advised that the consultant was unable to reset it as they got a technical error. I was then advised that they had to escalate it to the xtraview team but this will take 72 hours. This is extremely unacceptable I am paying for a service that is not working for almost a full day. How can DSTV not be able to reset a decoder error when they are DSTV??? I NEED A RESOLUTION TO THIS ASAP THIS IS EXTREMELY DISSATISFYING AND UNACCEPTABLE!!!!