Just a little extra information as to why it is pointless using the Plusnet ticket system to give further information unless you have received a reply through that since you last wrote anything to it.
AIUI they deal with outstanding tickets in strict "date-time" stamp sequence. You may have posted something 48 hours ago and it has got to near the top of the queue, than you add some further info - bang! Right to the bottom again as the date-time stamp is as of the addition

.
Utterly nonsensical. Except for very simple non-urgent questions, it's pointless using it at all.
My broadband basic info/help site - www.robertos.me.uk |
Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.2/15.2Mbps @ 600m. -
BQM
"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.