No connection

My parents have been having problems with their connection for a while. The call centre was called and they advised a technician will be sent. They were contacted by the technician only to tell them they must pay a call out fee of R250, which they unwillingly had to agree to pay. When the technician went out there was then an additional R100 that had to be paid for a part. The Top tv then worked for a few hours and stopped again later that evening. The technician then went out again only to say he cannot do anything as she needs a new box as the old black box is phased out and she must go to Durban to collect it.<br> she is now sitting for over 2 weeks with no Top tv which we are still paying for. 2nd, Why did we have to pay for a top tv technician only to be told something that should have been communicated to customers. 3rd, how must my mum get a new box from Durban when she is in Pietermaritzburg?????