Poor service/support

Vox apparently had an update which was not communicated to the client. The client's voip service stopped working properly. A call was logged and a technician tried to assist the client over the phone. He escalated the matter when, in his view, he had tried everything and also said that a technician will be sent out to fix the problem. Now Vox is refusing to send out a technician unless the client pays a call out fee. Also, they insist the client makes contact via cell phone when the client has provided a landline and email for contact. Vox has dropped a call on the client when the client tried calling via landline. The problem with the voip service remains unresolved.