Systems down when cancelling service but I must pay for the service? Call centre agent also has the biggest attitude

Worst experience with DSTV plus the call centre agent has the worst attitude. I have two decoders on my account. One of the decoders has stopped working. On the 23rd of September I tried to use the app to disactivate the package as the decoder is not working. It didnt work, the app kept loading, i tried the following day, same error. I then phoned the call centre so they can deactivate the faulty device, the urgent told me that could not be done as they were offline.

A few days later, 07 october i phoned the call centre to have the one device that isnt faulty activated. I go through to the urgent with the biggest attitude, he made me repeat the reason for my call more than 8 time while he is busy laughing at the background, so unprofessional. After 21 minutes on the phone he tells me he is unable to assist me and cuts the call off. Thats before he tells me in order to have the device activated i need to pay R640 to multo choice. Firstly, what am i paying for? Eact month i pay dstv less than R400 per month when both devices are working. Now only 1 device is working and i need to pay over 600??? Secondly, it is not my faulty that multi choice systems were down when i tried to deactivate the services on a faulty device, more that 3 times. Thirdly, i understand multichoice has millions of customers, and i'm just a number but I do not think your agents are professional for mocking customers on the phone and laughing in the background, thats very rude.