No service on Xtra-view even though we pay for it.

Our two decoders aren't "talking" to each other and the Xtra-view is blocked. After repeated calls totalling nearly 4 hours, we have been told it has been referred to the technicians as the operator cannot assist. 24 hours later no technician appears to have even looked at the problem. No feedback, no assistance, no updates ... very poor for a service that we pay for. And no estimated time for assistance either. The last operator told us we could wait 48 hours or more