j) Provide us with information to enable us to rectify any faults
with either the Network or your connections,
The actual situation is that I have had a fusion account for a holiday home up north for use by guests for a couple of years. At sometime mid January the internet and IP phone stopped working.
I found out about it a week ago when a new guest arrived and reported it. Before this no one had reported it to me.
After trialling 3 different adsl modems ( since I didn't want to pay the $200 call out fee quoted by WXC if the fault was not a line fault ), we agreed for a tech to come and that was this morning.
It seems that several streets away, at the termination point, a Chorus tech or contractor had taken the pair allocated for the home and used it for someone else's new connection. So Chorus had been billing WXC for this now non-existent line and WXC had added their value to the same non-existent line.
I talked to WXC several times, and they are unwilling to offer any refund since I had not reported the fault earlier. I can't see that the fee is actually contingent on my reporting the fault.
Does this reasonably mean that I am liable for all charges until I report any faults?