If you have the Hozelock Compact Reel, the reel enclosure may keep you from seeing if it is winding in the right direction. Check the arrows on the side of the case for proper direction. If the hose has been incorrectly reeled in, you will need to unwind the hose completely and then rewind in the opposite way. The reel may also be mounted in too low of a position, causing the hose to pull on the aperture.