What on earth are they doing?

A 'question' on mis-billing not answered for more than 15 days. Last night, no 'Chat' available Telephone wait time 45 minutes

Today No 17 in chat queue, telephone wait time 30 minutes.

It is a joke. Hoping someone might notice my didrect debit has been cancelled for payment this week.

I'm not excusing their service but have you tried the Community Forums?
https://community.plus.net/t5/Forum/ct-p/Forum

Cancelling the Direct Debit is likely to cause you more grief than Plusnet.

Canceling a DD is bad news, if my experience is typical. Much better to claim a refund from your bank - the money will be refunded within 24 hours. Read the T&Cs you received when you authorised the DD.

Not sure how good it is with regard to getting help but do you use Twitter?

https://twitter.com/plusnethelp?lang=en-gb

Well, an email to Mr Baker has produced a satisfactory response from one of his 'trouble-shooters' - and thanks to both.

An apology and the situation is resolved.