Frustrated

In the middle of January we downgraded to Compact and ever since then our secondary decoder has not worked. We have phoned on NUMEROUS occasions (we have the 2 team leaders details) and the consultant resets,checks and can't fix it. We have not received a returned call from the manager as promised. We were advised that it could be our cabling but please help me understand if we have not moved and our decoder is just over a year old; how can it be our cabling! I'm extremely frustrated as no one has even the decency to apologise and I have to waste my time and drive to get it tested. During the request for downgrade, DSTV had system challenges and could not assist us then. And eventually it was downgraded but it never worked. It worked all along before this...Extremely annoyed.