WHITE ELEPHANT EXPLORA!!!!!

So I decided to accept an offer to upgrade to an explora recently, After a long time waiting for the explora to be installed, I unfortunately couldn't record nor catchup, the PVR functions were activated and I still experienced the same problem, I finally got it to record and still cannot catch up at all,

I must have called atleast 5 times explaining the same problem, what irks me about the whole situation is the fact that I need to consistently call in to check on how far my query is with being resolved and the answer I get is that its been escalated or even further escalated yet absolutely no joy from the escalation, yet I need to find myself paying for a service that I haven't even used,

I honestly have no idea what else to do to get my issue resolved, So hopefully thing will make some difference