Self help app? Is it really?

I would like to know the following: why do you have a "self service" app? When every time I try to use it I need human help. Also, why can't I switch between my holiday decoder and residential decoder when I want e.g. if I go to my holiday home on Friday and come back to my residence on Saturday night why can't I swap. The app says 3 days minimum. What is the use of an app! Also I pay R919 per month for content which is not really great - the question is why do I need to pay per day to have holiday and residential on at same time? Surely to keep customers you would allow them to have multiple decoders on! I use Netflix and 4 people watch it on 4 different devices and pay R160/month.