Poor Service

We have been having problems with our catch up plus. We cannot watch or download anything from catch up plus. WiFi is perfect, showmax is working all services are active, box office is updating, everything is working except catch up plus. I have phoned DStv 2 times, they have phoned me back once a week ago, and we are still having the same problem without a reason or a solution. There answer is that the problem is with our wi-fi speed. But doing the connectivity check our download speed is perfect 40.2 mbps