For the past 3 years I have been living in Buckinghamshire in a rural village. The speed I was getting of about 7.5 - 8.5 was unspectacular, but faster than anyone else in the village. The Thompson router was stable, and I was generally satisfied.
In early summer, fibre arrived. I was one of the first to sign up, and the process with PlusNet went smoothly. I can sync at full speed, but pay for the capped speed and got 37.5 most of the time. Uploads were around 19. So far so good. The dropouts started, The PlusNet router froze occasionally for no reason, and required a reboot. Worse, several times a week the wifi would cease working at all. Everything looked fine, but none of my devices would successfully obtain or retain contact, and the router had to be rebooted frequently.
There was no excuse. I am in a rural setting. The phone line is good. The modem is plugged into the master socket. Most devices run through the AC house wiring. Everything worked flawlessly for 3 years with the twisted pair. Lastly, I canb only see one other wireless from my location, which is my neighbour.
I contacted PLusNet several times, and tried to explain the logic that the new router or the Openreach modem must be the cause. Nothing else had changed, and in fact the BT modem has not been touched since the engineer installed it.
PlusNet would not accept their router was at fault. Eventually in order to keep me quiet they replaced the router with another one. There was absolutely no difference. In fact, if anything, the situation worsened.
Eventually, in despair, I went and bought a new router. After much care (I am an ex radio ham and brought up on networking protocols) I chose a Billion 7800. That was on 26 September.
Since then, all has been stable. The router is a UK model, and the instructions were quite explicit. I was up and running in a matter of minutes, and just had to replace the PlusNet router with the Billion. After a month of use, the router is absolutely stable, I have 2.4g and 5.0g, wifi is perfect (speed same as wired) no reboots of any kind. I also have more diagnostics.
Personally, I would have been quite happy if PLusNet had provided me a basic router that actually worked! Or that they admitted their mistake in supplying a piece of equipment that is so palpably awful.
It's a pity I had to spend money unnecessarily in this way, but at least I am content now. Customer service? Good honest Yorkshire quality? Reliable responsive people? I don't think so.