Internet not connected and property manager is taking ages to get back to me. Any legal recourse?

quirki on 09/09/2014 - 14:54

Hey ozBargainers,

So I just moved into a new property as a tenant a little over a month and a half ago now, and the internet connection is still not yet set up. It seems that there are more than a few problems with the cabling, and I simply can't get a dial tone on my phone/internet connection.

Initially, I made contact with my property manager (who took like 2-3 days to get back to me) and she sent an electrician down to sort out the termination point. Still no dial tone.

Then I called Dodo who sent a tech to sort out the line between the exchange and my building, and they have advised me that is the best/most they can do. Still no dial tone.

So I've established that there is a problem with the wiring within my building to my unit. I then made contact with the PM who directed me to the bodycorp, who then directed me back to the PM because they can't liaise with the tenant. Keep in mind that every time an email gets sent it's 2-3 days turnaround time, and my PM never picks up her cell. I am super frustrated with the bureaucratic crap.

Do I have any basis to ask for a rent reduction for the past month and a half because of this issue?

TLDR; internet still not set up after month and a half, property manager does not care. Any recourse?

Home & Garden

Comments

  • donbot on 09/09/2014 - 15:38
    +2

    Is it an apartment building? When I moved into my apartment I had troubles getting a dialtone as well. What ended up needing to be done was getting a technician to set my line up correctly on the Main Distribution Frame (MDF) for the apartment building… basically he just had to jumper two points inside a small wiring cabinet together for it to work.

    This was with TPG - they initially sent a tech out to set up my connection to the MDF, and then it was my responsibility to ensure the connection from the MDF to my loungeroom. Basically - TPG was able to organise a tech to come out to do what needed to be done to the MDF and cost $60 from memory.

    I'd be surprised if it is a property manager's issue or a body corporate issue - hence why they dont really care.

    • quirki on 09/09/2014 - 16:44

      Thanks for sharing, this sounds exactly like the situation I am in. To answer your question - yes, its a fairly old apartment building. Since there was a previous tenant I just assumed that he/she would have got the internet all set up.

      Dodo has advised me that they can't do anything to help me further and I should contact my PM. Can this jumpering be done by anyone or only by a licensed tech?

      • Sidor on 09/09/2014 - 16:55
        +2

        MDF jumpering can be done only by open licence cabler.

        You do not need to get property manager to get involved, just hire a cabler and as long as MDF is accessible and not in locked room, he will be able to sorted out your Internet. You can find some cablers on Gumtree or Whirlpool

        • IIGnomeII on 09/09/2014 - 17:03
          +2

          ^ This.

          Dodo would have arranged a Telstra tech to go to your apartment block to make sure that the line was working to the MDF. Past that point is not their problem but sometimes you get a good tech that is happy to get it working into your unit.

          Hire a cabling contractor to trace the line in your apartment back to the MDF and jumper it over correctly, you don't need to get any of building guys involved.

  • toniyellow on 09/09/2014 - 15:52
    +1

    New property as in new to you, or newly constructed?

    • quirki on 09/09/2014 - 16:36

      My apologies I should have been clearer; the building is not new, my tenancy is.

  • shadowarrior on 09/09/2014 - 16:39
    +2

    • Check your rental contract. Did it say the property have telephone service available? Doesn't have to have an active connection with a provider. The contract should mention it has for example electricity, gas, water etc available on the property.

    • If it says it does, send him a Notice to Remedy (whatever it's called in your State). It's a legal notice and she has to respond within the time stipulated in the notice. Usually 7 days for non urgent.

    • Don't hammer the point for internet connection if the contract doesn't say anything about internet connectivity. Hammer on the point for telephone connection available to your property.

    • Have you looked at Naked ADSL which doesn't need an active phone line.

    • donga100 on 09/09/2014 - 20:05

      Don't hammer the point for internet connection if the contract doesn't say anything about internet connectivity. Hammer on the point for telephone connection available to your property.

      This. Also hammer on the point that you feel scared for your safety in an emergency since you don't have a home telephone to call 000.

      • quirki on 09/09/2014 - 21:25
        +2

        Thanks guys, gonna try just that. Will keep you updated.

        • ano0321 on 12/09/2014 - 17:06

          How did you go with that? I am basically facing the same problem as well and would like to find out if this worked out for you?

          PS I live in inner suburbs in Sydney, and tenants basically get treated like dirt here, likely due to how tight the market around here…

        • quirki on 13/09/2014 - 09:57

          @ano0321:

          The PM didn't budge at all. Kept saying that falls under the bodycorp, and the previous tenant didn't have an issue.

          I just paid a cabling guy found on gumtree to fix it, all good now. Like what the others said the issue is with the MDF jumpering. I called up DODO and they agreed to credit me a month because I didn't get to use the service, so that's good. Guess I'll just have to suck it up on the rent side of things.

        • shadowarrior on 17/09/2014 - 00:34

          @quirki:
          The Property Manager was just passing the blame. Quite common in the rental market in Melbourne and Sydney if they realize that the tenant doesn't know about the laws or is bit soft (can be put under their thumb).

          Body corporate takes care of the maintenance of the property and any body corp laws of the society. Unless you live in an estate which has body corporate laws regarding which ISP/Telco etc service provider you can connect with, it's the property manager's (home owner's) responsibility to ensure that the dwelling is presented as disclosed in the rental contract.

          If it has a tick box beside Phone under Services Provided to the premises (which tenant will pay for), they are under legal obligation to meet that statement. As I mentioned before, if it says phone available, and there is no active phone connection, owner pays for whatever is needed to get the line connected. If they deny, send them a breach and take them to the tenancy tribunal.

          For more details on your rights as a tenant, contact your state's tenancy union.

  • djhacker on 16/03/2015 - 20:57

    Basically it's your responsibility as a tenant to get a telephone technician to visit your home and do some checks on your wiring, if its a simple issue like a corroded socket or faulty line pair, I'm pretty sure there will be spare pairs on the phone line back to the MDF. Internet & phone line providers only guarantee the connection up until your MDF (Main distribution board) in a general unit/apartment situation or if you're in a house, generally they have to provide the service up until your first phone point socket in your house. Seriously MDF jumpering costs is fairly cheap and considering you are probably dealing with a property manager who has no care for rental tenants you are best to take it into your own initiative to get connected otherwise potentially you could be waiting months with no internet or phone.

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