Strange love affair here with Plusnet. As for awards, they will have a job to match Zen. Not all sites so loved up with Plusnet.
love affair? - if most people are happy with the service they get should they not say so.?
Not sure what that link is supposed to show.. a few threads over 6 months with a few unhappy people. - doesn't really tell us anything much, anymoe than this thread does.
FWIW I think the large ISP's are all pretty much of a muchness, most of the time the service works ok, some people have problems, and for some people the CS side of things fails them. Look through forums and review sites and you will find similar complaints about them all.
These things also tend to go in cycles it seems - I suspect related to growth of the business - in this case it's pretty clear Plusnets CS provision hasn't kept pace with their customer growth.
I think the same happens in any large scale consumer business - eg. energy companies.
And no, they probably aren't s good as Zen, or AAISP for example, but then moving to Plusnet (in process, FTTC should be provisioned next week) was a lot cheaper for me than either of those (price and cashback promotion). But I'm under no ilusion that you to an extent get what you pay for. But in the last almost9 years since we moved here I've been through 4 or 5 ISP's I've been generally happy with all of them. Once have I had to contact CS(O2 a couple of years ago) and that was sorted fine