Explora Extra View - Poor Connection

In October 2017 we moved from our old HDPVR to the Explora Extra view system. Previously our system worked 100% (1x Explora and 1 x HDPVR Dual View), but kept being prompted by DSTV calls to change to new system. All worked fine until our return after a 3 week holiday end December. Only the Primary Explora decoder works, the other 2 spend most of its time on an error screen E143-4, "No communication from Primary decoder..."

This was reported on 31/12/2017, around 21h00 when it started. I spent in excess of 45 minutes on the phone with the call centre. Was eventually advised after all the cables were disconnected and re-connected we will have to wait for 30 minutes for the Primary decoder to send a "heartbeat". Needless to say, this did not happen. Around 01h00 on the 1st, it seemed to have started working again. On 03/01/2018 it re-occurred. I spent another 15 minutes with one person at the Pta call centre and when she had no answers the call died and I could not get through to DSTV at all. I subsequently contacted the Jhb call centre and had to start all over. I insisted on speaking to a Manager to complain about DSTV unreliability, but was put through to a Supervisor who said she will put me through to the Technicians to assist. I was also advised their system is down and they can do nothing, I will have to phone AGAIN! The Technician advised me he will have to get the specialised Technicians for Extra view to phone me, BUT it will be only after an hour as they are busy.

This phone call was never received. After 1-2 hours the extra views came back on. No call, no explanation. On 05/01/2018, it happened again between 10-12h00. Today at 09h00 the extra view is off again. On the connectivity and statuses all seem fine and I noticed it indicated the last 'heartbeat; it received from the primary decoder was at 06h33. (on the 31st I was advised this "heartbeat" is send every 30 minutes. it is now 10h00 and no heartbeat has been received.

The annoyance is that we are paying for a system which clearly has a problem. I then further have to pay by spending hours on the phone with the call centre. This seems to be a DSTV connection/technical engineering problem.