Poor service

I’m so frustrated, all I did was request for an activation on a new decoder as the old one was ******, moving my package from the old decoder to the new, I don’t understand why now I’m charged a cancellation fee. I don’t want to cancel anything I just want to move my package as it is from the old decoder(70) to the new (82) and its so hard to talk to these consultants they always talk about Escalations, 48 hours while I’m sitting with a problem here