I feel like DSTV is trying to make money out of their customers

I feel like DSTV is trying to make money out of their customers. I phoned dstv to tell them that I'm on premium for many years and currently getting issues where I'm unable to get some channels due to error message E 16 meaning I'm not authorised to watch my favorite channels. The agent told me its due to the satellite being old I told her it's still new since it was Instalked 8 months ago. She kept making excuses. I explained that the explora is still new as well as the explora which was installed by the dstn istalkers. So she said I need to get a technician and at charge she can't tell me the amount since she's in Cape Town. You know I'm visually impaired and I feel multichoice is taking me for a ride. Now I must get a technician at a price I don't know while they did a mess up in the 1st place. This is not how to treat loyal customers.