Non existent Service culture

I don't know how a company with the resources they have call their contact centre client service. It sucks. They have recently changed their website and with my new login my holiday home decoder has simply disappeared. On the mobile app it is there but not as a holiday home anymore charging me the full subscription fee as I cannot switch it on or off anymore. To try and get a proper answer out of the chat service is impossible they have no communication skills at all. So I try and phone. Th first time the consultant asks me what my problem is, then "verified" me and then asked me what my problem is. Dont they listen at all. So I tried again got through to a gentleman who sounded more coherent but to make a log story short he does not know what the problem with the website is and his only solution to me with the mobile qpp is to uninstall it and reinstall it which would magically fix the problem I did and it did not. He assured me that on their side everything on the account is in order. Well that helps me absolutely nothing as I cannot access my holiday home decoder.