No service for 6 days

I have been having a problem with one of my decoders since the 7th of July. My decoder gave me an error msg E143. I spoke to Teboho using the Dstv now chat , we did all the troubleshooting but the error wouldn't go away. So he told me he will escalate to the extra view department. till today I haven't heard anything. So I spoke to Doris who tried to help and then told me she will escalate. I asked her to check the reference number she said nothing is found. It's been 6 days without any service and I have already paid. I also had 3 decoders linked and I removed one but still paid for 3 lines and still multichoice is not acknowledging that or even helping me