Very Bad Service

ON 05/02/2015 at around 5pm my secondary decider showed a error message E16-4. Call centre agent said that they have a technical problem and that a reset have been sent to the decoder and that it will take 15 min to clear.Sge said that she will contact me back on my cell phone within 30minutes to check that all is working,after an hour no response at all and the E16-4 was still showing. I then had to phone back and another agent said that she will get the initial agent that I reported my problem to contact me back and promised that she would phone me withing 15min. Know it is 06/02/2015 and still no response and not working at all!!!. I know phoned them again and after about 15 min on hold promptly got cut off. Why must I pay for something I can't use???!!!!''''' Help!!!''''What happen to service levels??!!!!???