the operator’s incompetence is unbelievable

Please assist my dad to resolve his issues with his DSTV ***, DSTV keeps deleting his packages. I tried to assist over the phone, the operator’s incompetence is unbelievable. I had installers at the house, everything was tested. The signal on both decoders is 99%. We resolved the issue by switching the extra view and primary around. It works for a while until the DSTV deletes the package again. I try to clear the error then it says, there is no package connected to this account. Can you please escalate to senior support as we are hands up in the air beyond gatvol. Thank you.