No assistance - no service. Decoder is mulfunctioning

My explora decoder has been giving me challenges for weeks now. It has been an unpleasant experience dealing my multi choice consultants. I was told to go to a service Centre which is no longer operating and then being told to go to another one in Randburg all the way from Pretoria North. A consultant from the insurance department informed me that my new decoder will be sent through plus an installer as well. All this information will be sent through sms or email. I have not received any form of communication. I have paid my monthly subscription but I cant enjoy watching anything. I am tired of calling and dealing with people who blatantly tells customers 'there is nothing I can do or I don't know'... We pay for services that we do not enjoy.. Can someone assist me please. I need a new decoder that is why we pay insurance. Ref***.. My ID *** contact number ***