questions about security at home please respond?

this girl said she had a security system at home for a year and everything was fine and apparently was told recently that the cable is not connected so the phone company should be back by wire to the alarm system can effectively in the case of theft, otherwise only makes noise, but no connection to the central system. Well, you never changed the phone company so how may be it. was told that the phone company come to "backwire. security system the company says it will collect their $ 138 for 30 minutes to come and check whether the connection works. So how can your cable all of a sudden have no connection when you've had the same phone company and why should the phone company to come and check the cable connection to the security system. Should not the security system company do and why should it be the burden of it.

Better to give a refund because it was not connected properly.

Telguard Digital TG-11 Installation Video