Unresolved Streaming Issue

I am writing to follow up on a persistent and deeply frustrating issue with my account. Despite having a fully paid, active subscription, I have been completely unable to stream or download any content for over a month. Every time I try to watch something, I encounter the same error message: “Something went wrong. Sorry, there was a playback error. Please try again.” I have already tried the standard troubleshooting steps, including restarting the app, checking my internet connection, and even reinstalling the application. None of these actions have resolved the issue. This problem is compounded by a series of confusing and unhelpful interactions with your support team. I initially reported this issue via email and was assisted by Tholakele. After I provided all the requested information, she mentioned a known issue with A devices and said your technicians were working on it. When I asked for a time frame, I never received a response. My follow-up email was then answered by Luyanda, who asked for the exact same information I had already provided. When I asked about Tholakele, I received no reply. The next response was from Marcia, who again apologized for the inconvenience and requested the same information. Finally, Ayanda responded, once again asking for the same details. This continuous cycle of being passed from one agent to another, each asking for the same information, is highly inefficient and unacceptable. It's clear that the agents are not reviewing the previous correspondence in the email chain, which is incredibly frustrating and makes me feel like my issue is not being taken seriously. I am paying for a premium service that is completely non-functional. I expect a prompt and effective resolution.