keep on turning off my services

Second time today in a weeks time that my recording pause and playlist use on pvr is disconnected. Phone them then they tell me its as I need to pay the insurance on the decoder but I cancelled everything a few months ago as my decoder was struck by lightning. They never cancelled the insurance and I didnt take it out on my new decoder but am still being billed for it. Now they keep on disconnecting my functions but I dont want the insurance and I pay my monthly subscription fees. I have private insuarance on all my household items why would I double insure.