no connection on all her decoder

I have a problem with DStv my mother took dstve and her dstv is not working at all it is the primary decoder and secondary decoder the 2 decoders was working before but now it is not working at all so my mother calld them and they fixed it it for 3 minutes then it stops working there is an error message E43-30 it say the cables are having problems but all this time it was working fine and they say my mother must call a technician and the technician must be paid by my mather so is my mother paying for a service that is not working