Ok folks, everyone has their own experience with Plusnet or any other companies - good or bad. However things need to be put into perspective. Everyone with a problem could have had a perfect connection and enjoyed unlimited internet at very low prices, and anyone with nothing but a praise could have had a problematic one that was difficult to troubleshoot - still at a very low price.
Most would probably have a generally positive/OK experience with a few minor things thrown in (I have had some issues with Plusnet too and I've only been with them for a couple of months, but they have been dealt with and I've moved on).
It is very important not only how the ISP in question deals with the customer service issues, but how you, as a customer, deal with it as well.
It seems that some people spend more energies and time into moaning and ranting rather than dealing with their own individual cases.
My advice to those people would be, log your cases, be helpful in providing necessary info and do the tests. If the problem persists, ask what options are available to you. If nothing can be done, ask if you can move somewhere else at no charge as you believe Plusnet is not delivering what you have expected. I am sure they will either offer you a deal that you can reject or happily allow you to move to a better greener place.
If not, log a formal complaint and deal with it (why not, since you are still under contract and your connection is playing up). Get a deadlock letter and complain to OFCOM, your local MP, ect. In my humble experience of taking formal complaint route (with some other organisations, not Plusnet, I shall add) always resulted in a satisfactory outcome.
Most likely by this time they will want you to move on regardless.
Get a MAC and move on. Brace yourself for another ISP's 100% positive experience.
This would be a constructive and respectful way of dealing with issues.
Edited by alext05 (Tue 07-Jan-14 12:09:54)