Customer Service has always been UK based for me when I call. Only PAYG customers go to an off shore call centre.
The only complaint I've had the executive team corrected in around 12 hours.
Speed wise I get 100Mbps speedtests in zone 2 central London and 20Mbps Oxford Street.
I use VF as well for a work handset, it's ok but much more 2G and a severe lack of 3G / 4G in places such as the east coast virgin train line.
i phoned up EE on behalf of a friend and i wish I did not, they was as bad as BT, saying that they are BT now. I know Plusnet is BT, but they seems to be keeping them separate at the moment.
The other problem with EE is their phone signal, it is not that great, saying that it is better than Vodafone at the moment up where my mate live. Mostly around here Vodafone is ok, I do not know about 4G as I do not have it and I can not see myself going for 4G for a long time unless my phone goes belly up.
Desktop machine now powered by windows 8.1 pro 64bit, no dreaded metro, laptop by Linux