Xtra View non service!

When logging a call last week for no connection between the primary and secondary decoder I was taken through the routine of checking settings, which were all correct. I was advised the problem was with the cabelling and decoders and had to have them checked. I proceeded to call in again the following day and was assisted by someone more knowledgeable who was able to break the connection between the the two decoders and restore it. No sooner had I walked out the room the connection was lost again! I again phoned and was met with hostility by another agent, and referred him to my call a few minutes earlier and the assistance I got. In a raised voice i was told the problem was on my side. However he broke and restored the connection whilst shouting at me and then slammed the phone down on me. The connection remained throughout the week and miraculously disappeared yesterday again, restored and is once again gone. I phoned again this evening and met by hostility and was told nothing can be done until 16 July! The agent did not even take the acc no or ID no! Asked for a manager an no one is around to help and no call returned despite the agent escalating this!