Poor Service DStv

I cannot stream to watch the soccer match. I am getting an error message that my stream access is already in use. I called the call centre for assistance, using my own airtime. The consultant helping me tried for 30 minutes to assist without luck. She suggested that she consults her supervisor for help. I agreed but she put a condition that I must not hang-up because they are not allowed to phone customers. I refused to accede to this instruction as I do not know how long her consultation with her boss will take and I am paying for my airtime. I am informed by my children that Multi-choice operates like that. We pay for the service and must still pay when we need help! Is this how this Company operates?