You have a selective memory
Just before BT took over Plusnet went totally down thee pan due to no investment in order to maximise profits
I remember very clearly the many complaints at that time
I was with Metronet at the time and i had an email to say plusnet was buying Metronet, there was no way I wanted to go with Plusnet because all of the problems it had and their traffic management was awful, so I changed to AOL.
I was not with them for long as they could only provide me with 500Kb/s, so I went to ADSL24, then left them after a couple of years for a local Wireless provider, which started off well and then went downhill and since FTTC was available here i decided to go with Plusnet who by that time had been taken over by BT and I knew a couple of people who was with them and their service was ok.
As for reducing the chat hours if it means reducing the wait times when phoning them then so be it, as waiting for 30 mins or more is not fun. Saying that it is only in the last month or so that I had to contact them for a fault apart from when I first went with them and both of the faults was a BT OR network problem and not a problem with Plusnet.
While things was a bit slow to start with getting BTOR to have a look, it is now kind of sorted, I am back online, but the problem is still there, but not affecting me now that I have a different router.
Desktop machine now powered by windows 10 pro, reluctantly, laptop by Linux