Extremely poor service from DSTV

I've been having trouble for 48 hrs with my DSTV catchup service. I'm unable to watch episodes(already downloaded ones). When I click on "watch now " it jumps back to the episode number. No ERROR code came up. Phoned DSTV twice in 2 days, spoke to 3 people, including a manager, Bongiwe and they only wasted my time and money. The story changes with each of them but basically all they can come up with is to restore to factory settings which I'm not doing as it will wipe out my playlist etc. Their plan B is to go to a store to get a software update. Why can that not be done remotely??? DSTV Multichoice and their call center operatives are useless and inefficient. I now know why people cancel their accounts.