It is a strange one that you cant get it working. PM me your address again and I'm going on a road trip I dont sell things that dont work and its a good excuse to visit my mate up Kennedy Bay. BUT try raiseing the collection cup right up the main chamber and be patient, have a bucket to top up the tank level if need be and just stick it out. I did clean it out, so it will overflow alot. I got the petshop guy around when I brought it coz I had the same problem.... it just takes time. If it doesnt work I'll come down............make sure you have some VB in the fridge