NOBODY SEEMS TO K NOW THE PRODUCT @DSTV

It appears that the call centre staff are not too well informed about the SHOWMAX product that is provided free of charge as part of the premium package. i have been trying this week to activate this FREE product but more than 90 minutes cellfone time , 9 (YES NINE ) conversation with consultants later still no luck. each onne tried something diffirent, i was even told by one that it is a problem with the decoder model type. WHAT DO I DO NEXT , DO I CANCELL DSTV?