Very poor service!!!!!

I have been having trouble with my Wi-Fi connection since last year. Vox said it is an Openserve problem. Openserve investigated this three times already and say that it seems to be the Vox router and suggested that it must be replaced. I had to contact Vox once again to follow up on this, where they last week told me they will replace the router and mark is as urgent. Today I followed this up with Vox, because still no one is getting back to me. The guy I spoke to today could not pick up anything on their system regarding the issue I have and I had to explain everything again. He was very arrogant with his answers and said it is not the router. I asked if they can just replace the router as promised last week, because we have to start somewhere. He said they are going to charge me for a callout. I asked why? If the Vox device is faulty and must be replaced, why must I pay for that? I told him they can courier it to me, no one has to come out to inspect anything. I can connect the router myself and then send back the old router or deliver it to an office in Pretoria. He said that is how it works - if Vox comes out, I need to pay for that. I said I am not going to do that and asked if I can speak to a Manager. He said the Manager will tell me exactly the same and dropped the call in my ear. I called back. Spoke to someone else who said the system is down. Cannot give me an estimate as to when it will be up and running. I asked him that they call me before 15:00 today and again said this is VERY URGENT. Why pay for a service, but getting none? This is really ridiculous!!!!!