The average ratings for this ISP seem wildly at odds with their Which? recommendation and various awards - and with our experience, too. Things can and do go wrong, even in the best run organisations, and we fled to Plusnet after getting outrageous treatment from Talktalk when our incoming line gave up the battle with the tree across the road; but that was just the last of many poor experiences.

Plusnet could not be more different. Our first router developed a fault within a week - and was immediately replaced, without quible or proof, after a short conversation with a helpful, knowledgeable techie. Likewise, when Openreach's attempt to force fibre through our existing ducts and thier subsequent work caused persistant dropouts and noise problems, the same treatment: an immediate request to BT to switch on interleaving, on my say so.

Customer Services have been just as pleasant and helpful. We're now on our third contract term and have never paid more than the current offer rate, despite being existing customers. No complaints, no arm twisting, just sensible conversations about the competition and our irritation at subsidising conquest sales.

The product is good, too. We get a rock-steady 11.5 Mb/sec. at a full 2 KM from the exchange and line speed at all times of the day, on all traffic, for a truly unlimited ADSL 2+ deal. We don't use them, but the package comes premium extras and add-ons, too.

Needless to say, we're happy to pay a small premium for such a service - and to recommend Plusnet to anyone. Perhaps those who can't agree should ask if they have really treated their provider as they would wish to be treated themselves.