BT Duct Blocked

[ohms111]

HI. 

Can anyone help me know the process to get a BT phone duct unblocked?
Ours is blocked and I suspect that may be causing some intermittent issues we are having with our connection as otherwise everything else seems to check out.

Thanks in advance.

[ohms111]

Sorry scrap that.

The bag and returns label were there but had stuck to the inside of where the router was in the package.

I found them whilst packing the old router.

Interestingly enough the sync used to be 56 to 57mbs but is now down to 46mbs using both the talk talk and a 3rd party router.

Is it just a case of waiting for the dynamic line software to update the speed or can it be boosted back to where it was.

We used sync at 56ish and get wired download speeds or around 52mbs but are now getting wired speeds of less than 40.

Thanks

[ohms111]

Hi

Nope, cant see a a returns bag in there. Could you send one out please.

Thanks 

[Michelle-TalkTalk]

Morning,

Did it come with a returns bag? If not then we can order one for you.

Thanks

Michelle

[ohms111]

Thanks 

The new router arrived today so I will connect it up tonight when everyone is offline. 

The router didnt come with any return details of old router..

Shall I just return to a local electrical shop for recycling or does it need to be returned?

Thanks 

[Debbie-TalkTalk]

Hi ohms111

I've ordered the router for you now, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks again.

Debbie

[ohms111]

Hi

Thanks that would be helpful.

Engineer said the fault would continue to show until router issue resolved.

So happy for a new router which should hopefully resolve all issues.

We are connected again and things seem to working. 

Connection is about 10mbs slower than before but hope that will improve as the line settles down.

Good news is the line is ok.

[Debbie-TalkTalk]

Hi ohms111

Thanks for your reply.

Do you need me to send a replacement router?

[ohms111]

Many thanks

Engineer has been out and the issue has been localised to the router.

Lone all checked and no issues found which is great news.

Many thanks for the help I getting things sorted

[Debbie-TalkTalk]

Hi ohms111

The fault is still showing as assigned to a line engineer.

Have Openreach made contact with you?

[Debbie-TalkTalk]

Hi ohms111

I can see that the fault has been assigned to a line engineer this morning so we should hopefully have further information later this afternoon.

Thanks

Debbie

[Michelle-TalkTalk]

Morning,

Apologies for the delay. We've requested an update now and will keep you updated.

Thanks

Michelle

[ohms111]

Apologies for chasing this so soon after putting up the query.

However yesterday our internet was all over the place. 

We couldn't even stream any TV despite there being a cat6 onnection between the TV and the router.

When it's working it's fine. When it isn't it really isn't.

Any chance open reach can be chased.

I know open reach are a law upon themselves but anything you can do to chase them would be appreciated

Thanks 

[ohms111]

Many thanks 

[Michelle-TalkTalk]

Morning,

Thanks for confirming. As the line test has detected a potential fault I've passed this over to Openreach now to complete an external line investigation. We'll monitor the fault for updates for you.

Thanks

Michelle 🙂

[ohms111]

Hi.

Thanks for the quick reply.

Yes the issue if affecting voice and internet.

We know the duct is blocked as we had Kelly Communications around the village who are upgrading houses to FTTP.

They said the duct was blocked.

I can only assume the issue we have is as a result of the blockage as everything else remains as is and nothing else has changed.

[Michelle-TalkTalk]

Good morning,

I've run a test on the line now which has detected a potential fault. Is your voice service affected? Can I just ask, how do you know that the duct is blocked? Once we've confirmed this then we can raise this over to Openreach for further investigation.

Thanks

Michelle