Hi.
I've been with PlusNet for eleven years, went FTC last January. Initially I was getting 37mps then it had dropped to under 20 in June and I rang them up, they said I should be so lucky if I had 37!
Anyway I needed Synology to peek into my RAID, but was unable to point my PlusNet modem at it as its not supported, so I ditched my Netgear router and got an ASUS DLS as two pieces takes up sockets and complicated matters.
Now my speed jumped to 37 from 32 with Think's speed tester, its 31 with speedtest.btwholesale so maybe I'm not that much better off but I am now in control.
I also tried to call them, first around 11pm as late night calls got though within a couple of minutes, now it�s a 10pm is cut off. When I raised this I was told there no demand at that time, I said that�s ****** as there's always a 50 min plus wait in the day.
So now their CRM is definitely going south and I�ll migrate at the end of the contract to Zen or an alternative.
I've also noticed my VOIP quality has been iffy and I've used Skype since 2003 when I had two ISDN lines so maybe that will improve with the new kit.
Pity as the overall package stacks up.

Oh I agree the customer service is bad at Plusnet and has been for years.

2 years ago I had an issue which took 3 months to solve and often had to wait for over an hour to get through to support. Once it was 2.5hrs and I had to give up as I fell asleep waiting. At that time, I was told the new Leeds call centre would solve it. Ha!

So it is not a new issue and I would never recommend Plusnet to anybody. I was just highlight the costs and I hope that I don't have any issues in the future.

As the OP is finding out, FTTP has a really limited number of providers and there is no easy choice of which one to pick. I went for cost, aware of the potential short comings of the provider.