Paying for nothing.

I experience an error message on my PVR which was e102. I phoned the support centre to resolve the problem. They tried to resolve the problem while on the phone. He could not resolve the problem. The consultant advise me it may be a background problem that is preventing him for fixing it. He advise me that he is sending a message to IT support to solve the problem. He told me the problem will be solve with in the hour. I insisted on getting a reference which he duly supp****. He was so confident the problem will be fix that it almost sounded that I was being unnecessary. The call was logged at about 2pm. I went out after that with the idea the problem will be fixed when I get back. 10pm the evening I called again. The consultant only excuse she could come up with was that it was weekend and the turn around time is longer. I told her that I am currently paying for a service that I do not have access to and that excuse was not good enough.