Xtra View Bad Service

We previously had an Xtra-View installation with an HD PVR 2P as primary and 1132 as secondary. We bought an Explora and had it installed in Xtra-View with the HD PVR in place of the 1132 wanting the 1132 removed and the installation now to be:The Explora as primary Decoder and HD PVR 2P as the Secondary! The installation is now 2 cables from dish to DStv switch with unicable to Explora and 2 cables from switch to HD PVR 2P, Heartbeat from RF Out on explora to rf in on pvr 2P with remote comm ports set accordingly! Despite having contacted over call centres and facebook for the past 3 days nobody has been able to help with this problem:both the Explora and HD PVR both show and play all channels perfectly, but they do not show their smart cards are linked:The Explora Shows:Extra view primary ready but inactive and hd pvr shows:primary smart card active.if you go more into it on the pvr it still shows the pvr smart card is still linked to a secondary smart card.That of the 1132.It shouldn't be,if I take out the explora and plug in the 1132 it also still plays all channels along with the pvr and recives heartbeats. The 1132 must be removed and explora made primary, pvr secondary!