Very unhappy!

Why do we pay so much for a service where the customer support is so poor? I had a primary decoder and an extraview decoder. This morning I wanted to add anothe extraview decoder but after dstv customer support tried to help me we discovered my installation would have to change which I accepted. But after speaking ro them my extraview decoder stopped working. Now after speaking ro 4 different people and R150 airtime later it is still not working. The only one who managed to get it on is Kgomotso. But after hanging up with her it only worked for 5min amd then went off again. Everyone I spoke to thereafter wanted ne to remove and re insert the smart card and check cables and so on. But why has it been working for more that a year now with the current installation and worked again after Kgomotso helped me and now it doesnt work???