explora decoder

I got a call from one of the on-air companies last year in December selling the Explora decoder for me and I was told that it is plug-and-play. I received the decoder on the 10th of January 2023 when I get home I plugged it trying to connect it did not play. I called multi choice after three days. The agent tried to help me but the same problem continued. The agent advised me to take the decoder to the nearby installer for activation. hence I received an sms indicating that on air installer will be sent for activation. When I make a follow-up on-air I was told that the message is automated according to the package we agreed upon it does not include it. I have an air TV package in my position and on-air payment was not deducted from my salary through a debit order as we agreed Now I seek for further assistance from you.