Frustrating service

The decoder with smart card number *** has been inactive since early morning yesterday, I have contacted the call center 3 times already but with no help, one left me on hold, second agent escalated the issue giving me ref number *** and promised a turnaround time to resolve this of 3 hours and the last one just told me to switch off the decoder and remove the smartcard wiping it before putting it back and switch on but I’m still yet to have the decoder issue resolved. May I please have this sorted? I have two decoders on my account. I just can’t understand how it can be difficult to activate a decoder from your side when my account is fully paid.