PlusNet, we'll do you proud.
Unless you're paying more for a "business" connection, which has an issue.
In which case we'll be utterly unhelpful to the point where as a customer you lose it.
"Unrivalled phone and online support from our dedicated 24/7 UK-based Business Support Team. You can self-serve your account too."
You can't "self-serve" most things at all - so that's nonsense. You can't change most settings, set reverse DNS, configure Annex M and so on - indeed you can't with the partner portal either if you're unlucky enough to be a "partner.
24/7 - yes, they (eventually) answer the phone, but every time I've had to deal with them they cannot actually help at all and just say it'll be looked at 9-5.
"At the heart of Plusnet is our Business Support Team. We hand pick our most skilled staff and train them to deliver unrivalled levels of customer service. They're on the same floor, all under one roof in the UK."
Except that they can't actually do anything - they're not empowered. The issue I have apparently needs the "network" team - who are on a different floor, and apparently can't be spoken to on the phone (by us as customers or even by them as fellow employers) - gotta have a ticket for that.
"We'll make it easy for you to get in touch"
You haven't at all. It takes ages to get through, and then you're just told whatever it is isn't supported, or the person has no idea what you're talking about but is not empowered to escalate it to someone who is.
"We'll take ownership"
Also a blatant lie - nobody has taken ownership, everyone has passed the buck.
"We'll explain things on your terms"
Well no - you don't - you say you'll talk technical, but thus far I've failed to find anyone who can talk technically at all - given I've been told they don't support "port forwarding" (when what I want fixed is them blocking incoming connections at network level).
"That's why we set ourselves target response times."
Really? A fault that means an incoming service on a connection simply does not work (because it's being blocked), means you can expect to spend a whole day getting anyone to let you log a ticket that they'll send to networks (if I'd played the plusnet game the "there's nothing we can do" would have ended it).
It took all day to get someone to actually log the damn ticket to networks (and took me getting pretty irritated having wasted an entire day on a simple issue).
And now... I have to wait up to 2 days for someone to actually look at the issue that in theory has the power to actually fix it.
For those who are wondering what's wrong... it's really not difficult.
PlusNet are blocking incoming TCP/21 connections to our Static IP range. The "broadband firewall" is off, and so on, and it's absolutely 100% not my config or my kit, if I change the port to another, it works but that's not practical for other reasons as an actual fix. If I take the same router, and change only the WAN details, it all works (eg on another ISP).
If for some reason you're insane enough to think Plusnet Business is a good choice, I cannot suggest strongly enough that they are far from "good". I've had many dealings with them for myself and other people, and none of them have been good.
The front line staff have absolutely no ability to do anything, cannot speak to anyone that has any power to fix anything and are utterly incapable of comprehending the problems most of the time - and on the odd occasion they can, unfortunately the artificial barriers they have to live with prevent them providing any sort of good service.
PlusNet is absolutely not to be recommended for any sort of business connection, avoid!