I have been with PN for about 20 years.
In that time it has been mainly plane sailing, but of course stuff goes wrong. PN used to be good at problem solving and resolution of issues.
You should know :
Support is nothing like it used to be. Nothing.
You will rarely if ever get the same person engaging with you twice on a ticket.
Staff appear to not have time to read tickets. They keep on asking questions the answer to have been documented by me or a colleague in the ticket already. This happens over and over again, more than I thought was reasonable or that I have ever seen before. At some point you may well conclude this is wasting your time, and theirs.
Good luck having tickets resolved.
I usually go for a year or so with no issues.... until you get one then expect to waste much time.
Email - is not useless - it's worse than that. Unable to resolve a trivial issue in 6 weeks or so, I have recently told them to close the ticket - I gave up on that one. Actually I simply switched to a reliable email provider for the issue in question. Even PN staff will read you out word for word a script about how they only provide email for reasons of being classified as an ISP and actually their email service is very poor, I paraphrase, as the forum censor flag will simply be invoked
DSL line going down and outages of 5-8 hours on multiple instances - sadly, recently I had a ticket open for about 8 weeks. Too long and too silly to detail. PN spend too much time blaming BT IMHO, in the past they used to just get stuff done.
Needless to say all the red herrings plusnet threw at me were just that red herrings, it was of course just the copper that was the issue. PN communication with BT is shockingly bad.
If you like the idea of being told you are "wrong" only to have a colleague contradict this later then sign up to PN immediately !
Traceroutes ... mine look the same as other posters.
I notice your interest in 188.8.131.52
That's what caught my attention.
Last week I had shocking performance. Looked to me like possible dodgy DNS servers. And as you have no doubt read PN have a background in having questions raised about their DNS server performance, or lack of. Given I already knew this I could not help myself on questioning their DNS.
Performance got so bad that on multiple devices we saw DNS lookups totally failing.
I called PN. Told me the usual, nothing is wrong. DNS was not raised by them. Seems odd to me given the issues. So I mentioned "is DNS ok ?" - yes I was told. This year I have learnt to ignore level 1 support.. therefore...
Meanwhile I put one PC on google DNS another on PN DNS. Google worked well PN was failing repeatedly all over the place. I changed my router to use google DNS. All devices started to work. Over about half an hour PN DNS was shocking to the point of failure.
Downloaded myself a copy of namebench and guess what appears in the Probably Broken list but one of the PN DNS servers.
Over the past few days I have rerun the namebench report and PN DNS servers and their IPs are synonymous with the words "Probably Broken".
Bear in mind namebench looks at about 4,500 name servers and the list of probably broken is usually about only 4-6 items. (The time it was 6 items PN had primary and secondary listed as broken)
Avg response times with PN DNS severs are 263-300ms and I'm on FTTC with 9-12ms ping. Google, Cloudflare or any other DNS server are, of course, only a fraction.
Clearly you'll use something else. But frankly why use an ISP that has such poor performance in email & DNS in addition you have probably gathered I'm no longer a fan of their support.
I feel sorry for support staff, I suspect the blame/cause is with management.
Did I raise DNS as a ticket ? - no - I have learnt my lesson - it's support.... but not as you know it. So different from before, shame.
On the plus side find a PN customer on their DNS - show them how to switch...to CloudFlare they'll thank you, in fact they are pleasantly shocked.
In the past I would gladly recommend people to PN, I no longer do that. In fact if I identify an ISP I am happy with I will cancel, only lethargy has me as a PN customer.
Sorry for all the doom and gloom - sadly that's my PN 2019 experience, 2017 had a dodgy moment.
I hope they have a rethink of their support but I'll not be hanging around in that vain hope I suspect.
I am now thinking anything crazy I have read about PN support must be true as the thing that baffles me the most is PN contradicting PN over and over - very odd. It's as if the left hand has no clue what the right is doing.
So in summary : No.
I'll be interested to follow your journey. What about Zen ?