Mis-Lead by Dstv Pricelock department

I am disgusted with the service received from the price lock department I was contacted to take up an explora box and which the agent that I have spoken to me did mention it is really simple to connect all you have to do is take the existing cables from my standard HD box and connect it to the explora and all will be OK, so I have received the explora box on the 4/05/2020 Monday and I did exactly that as the agent said and to my disappointment it did not work, which made me realise that most probably I have been mislead when the product was sold to me, all the agent mentioned was that it will cost me R49 a month and he did not mention anything about getting an installation done. I have contacted an installer and they want to charge me nearly R1000 for it to be installed. Why was I mis sold the product and why was I not told about the R89 a month with installation for the explora, this is day 2 that I have been trying to get a hold of someone from the price lock department and it is a dead end. I am tracking each time I have contacted dstv with date and time, I am getting really frustrated as I now do not have services for 2 days now, and as per consumer act I was mislead when the product was sold to me and yet dstv seems not to worry about this, with that in mind I am going to complain to the ombudsman and hope that dstv does then sort me out as I have failed number of times trying to get help from them.