Service doesn’t work

I have been a loyal customer for over 20 years. I have the service insurance. My tvs continuously give error code 613. I’ve called so many times for help with no resolution. I even called to terminate service and was advised to give it another try. I requested a technician and two days have gone by with no date or time being issued. I am being told my case has to be handled by case management. However no one has contacted me. How do I get this service problem fixed without adding to my frustration. I am beyond mad. I have spent so much time on this that I’m annoyed. DIRECTV must do better.