DISREGARD FOR PENSIONERS

We have Starsat installed at my residence as well as at my mother in laws house(they pensioners aged 65years) We pay via debit order for the service at 2 premises. Our premiums are paid and up to date. They were advised to take the TopTV decorder and pay R99 at House and Home and exchange for a HD decorder. They did that.My inlaws for the past 3 months have been experiencing no signal error and not subscribed to channels which they used to have access to on the package we have for them. They were receiving signal fine and access to all the relevant channels on their package , however after the new decorder they have been receiving the problem. They have contacted starsat only to be told that they will get an sms with the installers details.They are old and had to hold on and called thrice and was told the same. My wife did receive an sms with an installers name on monday only to be told he is a private person and it costs R350 for him to come out. She then contacted starsat on monday -19/10 spoke to lebo - ref ***. Out of the 20 min conversation he advised they cannot help.She requested to speak to the manager , Lebo advised he will call and to date no calls or resolution