Very poor technical assistance

I upgraded to a DSTV Explora, but box office and catchup programmes are not showing. I have called several times. Been promised a call back from technical staff, but nobody has called and nobody has a solution at the call centre. When I google I find there are a lot of people who have experienced this issue with their decoders, so why is there no fix or at least advise on what to do. I am paying for a service but not enjoying the full benefits of it. DSTV this is very disappointing.