I have had a similar incident with plusnet... and its really been getting me down. Im so glad to have found this forum and discovered im not the only one. It was due to this forum that I used them in the first place.
After two months of running round the houses I have decided to leave the service. I've been paying them money for a service that I cannot recieve unless I have the phoneline open whilst on the net. I havent managed to prise a modem from a friend to test.
THe customer service people only replied with urgency when I became highly abusive. Funny that.
The conclusion was that the modem was faulty but its tough, its a year old.. "stick it" was the reply.
I'm returning to BT. Which is annoying, but Plusnet have forced me no other option where I dont have the joy of cable (i live largely in the sticks) just adsl.512k at best!!!
If anyone wants to set up a 'PLUSNET are rubbish' website then Id be willing. I hope they realise that treating people this way just isnt acceptable.
Totally narked and depressed that I cant have access to the internet until they shut their connection off, which is now not until at least december. Funny that I cancelled it in mid october and the month notice means its early december...
I hate them and the nightmare isnt going to end just yet..