Not competent

It is with great disappointment that a week ago I received a call from dstv consultant letting me know about the insurance for my decorder, gently I informed the lady I am not interested. Today I woke up to my decorder not working. I called in the call center and was told to remove cables and put them back in again. After doing that for 20 minutes I was told to take my device to the nearest dstv outlet. My issue is that if there was a faulty that was picked up but wasn't informed accordingly. Why is that after a week from that call suddenly my device isn't working. Can someone explain that.