What Can I Do if I Signed an Internet Contract but Find out My Unit's Telephone Line Is Not Working Later?

Lgoodchild on 19/04/2016 - 11:37
Last edited 21/04/2016 - 16:13 by 1 other user

I signed an internet contract for 12 month with DODO before I moving into my rental unit. After they told me the internet is ready for use, I found out my telephone line is not working. They told me they have checked the telephone line outside out building, and it seems nothing wrong with it. They also can send someone to check my telephone line, but if they find out the problem is my side, they will charge me like 150$. I don't want to pay for that of couse, so I talk to my rental agency. My agency sent some guy to replace my telephone socket. However, the line still has no signal. DODO told me there may be some problem inside the building but outside my unit. I reported that to my agency, too. And that is ONE MONTH ago.

Now, internet is still not working. I sent two emails to my agency every week, and she replied me twice last month said she will chase it up. DODO have already billed me for the second month.

What can I do now? If I want to cancel my internet contract, how much will they charge me? And can I do something to my agency? Thanks guys. I am new to AU, sorry for the poor English.

Updates: Thanks for all your advices. As your opinion, it is not Dodo's fault. I try to arrange a meeting with my rental agent. But she said she will be in some meeting so she cannot see me. I sent her a email to talk about a rental reduction. Again, no reply. She call me today, said some guy from body corporate will come to check this afternoon. Let's see what will happen.

Updates 2: The body corporate guy came to check our building, he did not even find the MDF box. My agent answered my phone call at last. She said the problem is not in our unit, so it is not the owner's responsbility. That means no rental reduction. She said she will chase body corporate to fix it.

I feel realy angry about the agent. As I reported the faulty like 1 month ago, now they start to chase the body corporate. What they were doing for last month?

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Comments

  • spackbace on 19/04/2016 - 11:41
    +1

    'Guys' ;)

    I'd push the rental agency. And push them again. Working phone line is a requirement, something you're paying rent for.

    Given it's that far into the adsl contract, and given you're dealing with Dodo, I don't like your chances of suspending/cancelling the contract.

    • StewBalls on 19/04/2016 - 12:02

      Agreed, also speak to your local Fair Trading (or whoever manages tenancies in your state) to work out how much rent to start witholding for not providing the contracted service…that should motivate them! ;)

    • whooah1979 on 19/04/2016 - 12:38

      Working phone line is a requirement, something you're paying rent for.

      Op should read the lease agreement to see who should pay for what.
      https://m.consumer.vic.gov.au/housing-and-accommodation/rent…

    • goodchild on 19/04/2016 - 14:59

      Thanks mate. I know it's not Dodo's problem. However I just lost my patience.

      • Stashed on 19/04/2016 - 15:06

        Pretty sure if an internet connection cannot be made to the residence the contract is void automatically. That's how it went for me… I signed to TPG and iiNet and they could not establish connection therefore auto refund and cancellation of the contract.

        • goodchild on 19/04/2016 - 15:23

          The problem is no one says I cannot connect. They just ask me to wait. If they tell me the problem is unfixable, it's much easier.

    • SnoozeAndLose on 19/04/2016 - 15:42

      DODO are right as they are only responsible the connection to the MDF box (telephone line switch box), but from MDF box to your unit is out of their control and it is the home owner/tenant responsibility.

      This is because the contractor from DODO may not connect to the right port in the MDF box, there may be couple of port for the same unit but there will be only 1 port working.

      I have the same experience and I am lucky the guy come in to connect my ADSL did ask if it is working or not, it is not working and we have to pay him $70 for him to use a device(transmitter in my unit) and use the receiver in the MDF room to see which port is the actual port we use in the MDF box.

      At the result you could either gain access to the MDF room and try to switch to different port the switch box, I am not sure if your strata allow it, or you pay some one to do it for you.

      Agent have done their part to make sure that the socket is working.

      • goodchild on 19/04/2016 - 16:03

        So I should pay for that? I am confused… It's different to others' opinion.

        • SnoozeAndLose on 19/04/2016 - 16:19
          -1

          I think you should have pay for that as the phone line is working just it needed to be paired correctly in the MDF box.

          Dragging on the owner/agent will not get to any where, yes they need to make sure you have a phone line working but not limited to all teleco company. That is to say if it is only work on one teleco their obligation is over.

          In your case you can use service seeking to find a tradie do this cheaper as this will only be a 15 mins job. Or if you can go into MDF room then you can try to DIY(but this is not suggested)

        • [Deactivated] on 19/04/2016 - 16:37

          you said they have checked the cabling in your unit, and the service has been tested to the MDF, it sounds like it just needs to be jumpered at the MDF to connect to your unit. In NSW this would be your responsibility as phone isn't an essential service.

          If there is a problem with the cabling between MDF and unit, this would be covered by the building's owners corporation in nsw.

  • c64 on 19/04/2016 - 12:06

    tpg/telstra connect up to the mdf. you or your landlord are responsible for the connection from the mdf to the unit

  • the-mal on 19/04/2016 - 12:43
    +2

    As others have said this is a problem with your property manager, not Dodo.

    Explain the situation to your property manager, explain that it's been over a month outstanding now and you're out of pocket $X because you can't use your internet.

    Ask them to rectify it ASAP or ask whether you can have a rental reduction until it's resolved. Your property manager / agent needs to get this fixed.

    This isn't Dodos fault or problem.

    • kawinuyo on 19/04/2016 - 13:11

      Totally agree with this, I know the inconvenience isn't great but your best bet is to probably ask for a rental reduction until it's all fixed.

      • goodchild on 19/04/2016 - 15:13

        Thanks. If it's impossible to cancel my contract with dodo, may be ask for a rental reduction is the only thing I can do. I sent an email to my agency and arranges meet her tomorrow at her office. Wish me good luck:).

  • bion83 on 19/04/2016 - 12:57
    +1

    This is very common problem, all you need is to port unit and outside line inside the buildings communication area.

    If you you signed up with telstra or optus the would do it automatically, but not with Dodo/TPG etc.

    This in not agents fault you need to pay for this and its up to you if you get your own electrician or you DODO

  • backpaqer on 20/04/2016 - 08:24
    +1

    Had the same thing with TPG. The phone cable had not been hooked up between the pit in the street and my house. Had a cable running to the boundary as required but getting the damn thing connected was a nightmare. I refused to pay TPG until they actually provided me a service I could use. They were going round and round in circles because they don't connect wires up and couldn't get me connected. So I ended up getting a full refund and contract cancelled (ombudsman was involved). Even Telstra took 6 weeks to figure it out. Optus were almost as useless…said I didn't have cable available in my area while I'm staring out my front window looking at the cable wrapped around the lamppost over the street that used to be connected to my house. Telcos!

  • farknos on 20/04/2016 - 10:20

    Once the network provider says its tagged and tested at the MDF you need to chase building management to get the service to the socket in the unit.
    Unfortunately most of the time building management will use the cheapest licensed contractor to do these jobs, quite often although they are licensed they no jack about voice comms. I am in the trade and i regularly go out to faults like this and i am the 3rd or 4th so called technician that's been to look at the fault. You will have to persist with building management, as others have suggested seek to get your rent discounted by the cost of your monthly dodo invoice.

    • goodchild on 20/04/2016 - 12:27

      Thanks. But we don't even have a building manager. I think I have to keep on chase my rental agent.

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