Technical Assistance

I app**** for Explorer contract which was approved. The Explorer was installed on the 28th February 2016, and since installation it has not worked. I have used my airtime( lot of it) to call them to get the decoder to work. They keep on telling me that the problem is on their side and they have escalated the issue, and promising me that it will be resolved within an hour. The decoder gives an error which is supposed to be cleared by them but nobody seems to know how to do it. It has been 3 days since installation but no service. They have already debited my account but I haven't received the service.