No response for over 3 weeks

I app**** for the explorer 3 offer of 17 Nov 2018 and was advised that the explorer would be installed the next day. I then followed up on 30 Nov and was told that it would be sorted out ASAP. Ref ********** 8-l117. To date I have not received a phone call or update on my application or installation. DSTV is running like a gov office.