The WORST company to deal with EVER

We had an Explora and a first generation PVR until the PVR stopped working working. We replaced it with an HD model 65. Now the Explora works perfectly but the secondary decoder has had a myriad of errors since installation. I've been calling the call centre for help and the agents each have different stories to tell abut what the problem could be, including that the decoders are "incompatible". The question I'm asking is how is it possible that neither the installer nor the call centre agent that added the decoder to my account picked up on this incompatibility? And am I just supposed to keep paying for Extraview that hasn't worked and hope that "sometimes with the new decoders it does that and then comes back on its own" (another piece of very bad advice from the call centre agents). If it wasn't for my family's love for sport I would have forgotten about these people a long time ago!