No joy with Multichoice

I have been struggling since 11/3/24 to get assistance with replacing our Explora Decoder after a thunder storm. We were instructed on the insurance helpline to go to our closest branch which is in Pretoria east at the Water Glen Mall as there is no branch in Centurion. We drove all the way there after I had to take off work on 11/3 to be told the decoder needs to be replaced but the stock will only arrive in 2 days. We are in the Health care business and also work 6 days a week so another challenge is getting to a branch before they close. It's been 4 weeks and still not any feedback or replacement decoder. The "Installer Thabo" was appointed but he does not pitch up on the days he says he will come We are paying for a service but have no joy in using it and have been paying the insurance since 2018 and I would be expected to pay the full subscription???

Can we please get some assistance on the replacement of the decoder. The NMS lines are always busy or a voice prompt tells you it's not available and the calls are ended.