Can Plusnet afford to p*ss off its loyal customers? I have 2 accounts and have recommended more. When I first joined (only a year ago) I got a quick response on the phone from people who knew what they were talking about. They set the service bar high - now they're limbo-ing under it!

Now I've just spent 2 hours on the phone over 3 days trying to get a basic problem sorted. I've never met such a bunch of smart*ss (un)trained monkeys on "Customer Service" in my life - and believe me I should know. I've set up call centres for some of Europe's biggest mobile operators. These guys are blaggers. Their whole aim in life is to get you off the phone as quickly as possible - after you've queued 20 minutes to get through. They don't understand the technology, they don't listen to their customers and they're sending their own support staff on wild goose chases! They make British Gas look helpful and efficient!

Come on Plusnet, I know you need to front your valuable technical guys with call-takers but at least get some decent ones and train them properly. I'm more than happy to give you free consultancy on this if it improves the service for the customers (as long as you let me sack a few that are patently not up to the job!).

I never thought I'd say this, but I'm seriously considering moving my 2 accounts to BT; at least I don't have any high expectation of their service.... I expect cr*p service from them - but not from you!