Service Paid for not rendered

I reconnected my PVR on 23 Sep 2015 and thereafter my PVR functionality was not restored because when i tried to use it I got error codes, I then logged onto the self service and to my surprise the error code was not on either the drop down or search error code options. I then had to call the customer care for assistance, the 1st agent tried to help me but failed and she then put me through to another one and she also struggled and had to disconnect the services and start from scratch, so whilst I was waiting for her I raised my dissatisfaction about the package that changed after reconnection hoping it will assist in them improving on the service but she went all sarcastic on me and told me she does not have an answer to my problem. I had to hold for about 20 minutes whilst she was rectifying the error. I am not happy because I did not get the service I paid for, I mean if I have a PVR I must be able to enjoy its functionality, and the time I had to spend on the line...unacceptable. If I did not pay they are so quick to disconnect(their right of course) but after paying I still struggle.