I think the ball valve that shuts off the mains top up, has been fitted the wrong way round (it will have an arrow on the side showing which way the main pressure should be pushing)
If so, check that there is/is not another tap in the line, if there is, has it been left turned on? If there isn't, then you need to drain that part down, turn the valve round and refill.
If you are happy to work with plumbing, then replace the ball valve with a proper tap that will turn off the water regardless of which direction has the highest pressure.
Perry525
February 2008