I've persuaded three people to try PlusNet in the last year and they're all delighted. Two came from other ISPs and found the online and especially the phone help top class. One of these had an especial problem of coming from a 45-year-old hard-wired phone system, which threw every other ISP, including BT, when they asked about upgrading this old, socketless system, PlusNet got BT to upgrade at no extra cost, plus they got the vintage phones back to sell!
Which? get their reliability, customer service, etc. results simply by inviting their members to fill in a survey about their ISP. PlusNet have always been better than OK in these surveys of tens of thousands of people, but this last time, USERS (not Which?) voted them top for customer service and value.
Of course, as someone else has pointed out, every ISP has a small (or with some ISPs bigger) percentage of problems. This can be a poor in-home line system, a poor link to the cabinet, old copper to the exchange (my problem) or a trunk problem - or the ISP may be doing its job badly - they all have at least a few poor employees. What separates the best, like PlusNet and Sky, from the rest is the consistent good service
What sets PlusNet out from the rest is their transparent attitude to general faults (it's all posted online as it progresses) and their superb service help in person, by ticket or by phone. A few years ago (I've been with F9/PlusNet since three months after they started up) I began getting erratic & poor signals and went through the same rigmarole that this thread is highlighting. But I trusted PlusNet to be working on my behalf and they (1) got BT to check my house to pole line - it was OK; and (2) after all tests resolved nothing, PlusNet persuaded BT to reconnect our line at the exchange, without charge. This was a fix, maybe because I have a very old copper line (maybe 80 year old to the exchange) and I think the exchange terminals had corroded. I use BT phone, and BT never suggested any solution until PlusNet pushed them.
I re-evaluate my contract every year, and (what is it) 20? years with PlusNet are because they've been a star all this time. BTW, although BT now own them, they appear to run completely independently.
Edited by davidinnotts (Mon 06-Jan-14 23:44:44)