Vox self-service password change

Vox has a self service option to change wi-fi password online but immediately when you click that link and change your password they will tell you “you have locked yourself out of your account” you need a technician to come fix your connection, they then charged us R1200 for the connection, the technician spent 5minutes at our house. They tell us the fee includes labour and call out fee. Why does Vox have that option if users cannot use it? Why are we not warned or told the process to change our password? I am really unhappy about this.