Poor service

Hi there I am a premium subscriber with a subscription fee of R998 per month. However I am constantly struggling to watch dstv catch up. It constantly shows the download icon. From what I understand you only need to download with internet connection for dstv catch up plus. I simply just want to watch dstv catch up. I have made many calls and visits to walk in centres to no avail . That's the reason I am cancelling my premium subscription no wonder dstv has lost up 40000 premium subscribers up to date