I've been with Plusnet for 4 years, and during that time persuaded a fair number of folks to switch to Plusnet.

One thing you used to be able to count on was the customer appreciation, how times have changed.

I can't complain about line speed, it's an Outreach line so everyone round here gets 17 Mbps no matter who their provider is.

It's when {relatively} little things go wrong you find out if you're with the right company.

After 4 years / over 35,000 hours the router they provided gave up the ghost, shouldn't be a big deal, but...

The first time I tried to contact Plusnet I was on hold for well over an hour !!! at that point I gave up, tried again later in the day, over an hour again and still on hold !!!

It wasn't easy trying to contact them on their "Chat Immediately on Line" as my router wasn't working :-(

I spent the next 53 minutes on my mobile phone waiting my turn on the Chat Line.
Only to be told, if the router is done for it's my problem not theirs, they wouldn't be sending out a replacement router unless I signed up for another contract.

I was on an 18 month contract, paid up front contract that still the best part of 3 months to go. No respect for that, or for the 4 years I've been with them, or the folks I persuaded to sign up with Plusnet 3-4 years ago.

I'll be gone when my contract is up and so will the guys that work for me, I pay 50% of their ISP costs so that we can work on line.

I guess all ISP providers look good when nothing goes wrong, it's when you ask for customer service / appreciation that you find out if they value or not.

Canada Bob.