10mbps upgrade

I was contacted by telkom to upgrade my line to 10mbps 50gb package where you get a dstv explora,after agreeing to take the offer my line was upgraded online the dstv explora is nowhere to be seen..i have called 10210 about 20 times for the last 2 weeks not even one salesperson/operator can tell me when or how i will get my explora,everyone tells me a different story. So i went to a telkom direct store today which is 50km away from me and not even they could help or give me an answer.....is this dstv even for real or just a way to sell you the upgrade package and then you never recieve the explora????