Gaming problems, is it down to my Internet or is it down to the 2704n router

[#1]

About this business of BT/OR  phone and broadband engineers:
I my experience all the engineers I have met  are skilled and knowledgeable enought  to fix either or both phone or broadband issues on the same visit ,and usualy do .  They are by and large all very well trained and motivated . Sometimes they lack the background information they need prior to attending a fault for which they inevitably blame Plus Net for not  sending it through, although  they can ring PN to fnd out information befofre or druting the visit .
Engineers they have told me there is no such thing as a specilaist broadband engineer or a phone engineer ,  some are more expeirneced and have been trained to a more technical level but they should all be able to fix any obvious issue they are sent to deal with. If they can't then there are internal BT Technical Advice lines they can call. Or they can arange for a more senior , experinced engineer to attend.
Occasionally there has been a total misundertabding of the reason for a fault and a lot of time has been wasted. I have written about these farcical goings on before but has always been when BTOR systems have totally  failed to pass on the necessary details to the engineers .

[#2]

Hi Harry thank you for explaining that, I did feel fobbed off a bit, I didn't mention at first about broadband problems to the engineer, when I told him about the phone faults I explained what was happening with the no dial tone and with people having trouble getting through when phoning etc, his reply to this was he was only allowed to deal with the reported noisy line and because plusnet hadn't told them of the other issues he wasn't allowed to do anything else other than the noisy line test and replacing the master socket.

[#3]

Hi gpsmount, I didn't know that but I can see what you are saying about the engineers, it felt a little bit like if their machine can't detect it it can't be there.  Even when I explained to the engineer the problems he never once offered to phone plusnet to confirm just stated he wasn't allowed to do anything else

[#4]

Quote

Even when I explained to the engineer the problems he never once offered to phone plusnet to confirm just stated he wasn't allowed to do anything else

Well that can't be true : That engineer was not being honest .  I have experienced that happen many times to check on varius natters . I guess in situations where the engineers are overworked,  and badly managed they could adopt a jobsworth approach , but  from my expereince, that's rarely been the case: However what I always do is advise customers to have their phone and Internet provided by the same provider as if they do not , then this is a perfect excuse for one to blame the other.

[#5]

Yeah luckily I am with plusnet for both phone and broadband, I find it easier having both with the same supplier, although lately I have been tempted by fibre just the price that puts me off although saying that when my contract ends of i have to pay £9.99 for broadband ID rather pay the extra £6 and get fibre.
Hopefully I get more out of the next engineer visit and they find the fault.

[#6]

To plusnet staff can you tell me the result of the engineers last visit what he said the outcome is? He told me my wiring etc was fine but I want to check I haven't been charged for the visit?

[#7]

Alex, you are very unlikely to have been charged. If you log into the Member centre and check your ticket, there ought to be an update on there. My guess is 1) You did unluckily get a bit of a jobsworth engineer  2) whether or not Plusnet passed all the information to Openreach, unfortunately it doesn't always get to the engineer 3) I would also guess that Plusnet may have rejected OR's "Resolved/No Fault Found" and requested they attend again.

Quote from: gpsmout

Engineers they have told me there is no such thing as a specilaist broadband engineer or a phone engineer  ................

Then in that case you haven't been told correctly. There are specialist broadband engineers. And, not all engineers are trained in broadband either.
The phone line is the responsibility of Openreach, standard broadband is the responsibility of BT Wholesale. If a phone line fault has been found or suspected that the CP/ISP will request Openreach to attend to test and resolve any faults. The engineer is not tasked to deal with any broadband faults or go to the exchange and mess around with broadband equipment - indeed they are not allow to.
A lot of broadband issues are because of a faulty phone line, and where the confusion comes about is on two counts - 1) The end user doesn't appreciate that fact, nor has it been explained to them and 2) if all they do is complain about a broadband fault and the engineer that Openreach send cannot detect any phone line fault, then it will be passed back to the ISP.
Harry is quite right in what he is saying

Quote from: HarryB

Looking over your fault ticket, I can see you've advised you're experiencing no dial tone intermittently. If this is the case, this could be causing your broadband problems, however I don't believe a broadband fault would cause no dial tone. When the engineer comes, it's best to stick with having them investigate why you are experiencing no dial tone intermittently and not mention anything about broadband as they may then fob you off without investigating the intermittent phone fault which could well be causing your broadband problems.

@Alex
As Harry has said, stick to going on about your intermittent Dial Tone and the other problems with calls. This is likely caused by a bad joint or cable fault somewhere and may not be easily tracked down, but if you get a decent engineer they will hopefully check the most obvious things if they don't immediately detect a fault.
There are some "jobsworth" engineers about (as mentioned by gpsmount) but they are usually quite rare, but at the same time they do not have all the freedom to use as much of the initiative as they may have.
The exception to all the above is when the ISP has booked an SFI engineer, usually when an ongoing fault is proving troublesome to resolve. Those engineers should have the ISP's instructions passed to them and are (usually) given a 2hr slot to investigate and resolve/determine the action needed to resolve the fault and will usually liaise with the ISP when requested by the ISP.
The advantage of having your phone service and broadband service with the same company is that when you have an issue, even when you don't understand the complications, you shouldn't get passed from pillar to post.

[#8]

Hi AO  I didn't think I would be charged just thought I would check but there is nothing in the ticket to say about a charge thankfully.  I had a second engineer out today and he said the same thing as the last engineer that plusnet asked them to do this test and that's all he was allowed to do, he couldn't find any errors like the last engineer he said it could be an issue with broadband rather than phone line (I never mentioned broadband issues to this engineer) I explained exactly what was happening with ourphobe drops and the dead line, no dial tone etc but he said he was unable to do anything else other than the tests plusnet had asked for 😕 so back at square one, he said the same thing that he thinks we need a broadband engineer who can 'apparently' do more in depth tests on the line and at the exchange !!  You can probably see why I feel fobbed off by these guys.  So I don't know where we go from here really.

[#9]

Reply to your ticket and state exactly what you have posted here about what the engineer said, and ask them precisely what tests did Plusnet ask them to carry out? Need to get to the bottom of this nonsense.
If Harry is about maybe he'll be able to throw some light on it as well.

[#10]

I shall put that in now,  it makes no sense what the engineers are saying but that's the second engineer saying the same thing as the last

[#11]

Hopefully Harry will take a look at your ticket #119027789 (assuming that's the current one) in the morning to see what's been going on.

[#12]

Fingers crossed we get something sorted soon.  Yes that is the current ticket still I think a member of the plusnet team are giving me a courtesy call tomorrow just to see how everything is going whether things have been sorted, same guy I spoke to last week.
Anyway I hope you are well

[#13]

Funny you should ask, but just getting over a really stinking rotten cold

[#14]

Not good I am just getting over a chest infection which seems to be lingering there's alot going about at the minute  
Anyway still noreply to my ticket I thought someone would have answered in the forums by now.  Sad thing is when I was with talk talk before I left they increased something called a profile (unsure what that was) and I was getting 20mb download speeds I only left them because the cost was astronomical at the end of contract.  And to top that off virgin are offering 50mb fibre optic broadband and line rental for the same price iam paying plusnet at the moment for adsl 12 month contract which after 12 months goes up to just over £30.

[#15]

The Profile you mention would either be their equivalent of the BT IP Profile or Current Line Speed, but whichever, they are all always dependent on sync speed which in turn is dependant on what DLM is making of your line. With a line fault, this is usually lower than might otherwise be achieved.