I have been with Plusnet since 2013 and for the most part they were fine. However, I am in a situation, thanks to Plusnet, where my line rental runs out a full month after my Broadband contract. I tried to address this last year unsuccessfully. At least it used to be possible to open a ticket and ask a detailed question, now this option appears to have gone altogether. I sat down today to discuss my options and/or repercussions if I choose to leave only to find "online chat" CLOSED and, after a lengthy telephone menu, a 25 minute wait for that option! I think the likelihood of me reaching someone before my telephone battery fails is remote even if I did have half an hour to sit around mindlessly holding the phone. Plusnet, I realise you probably don't want to talk to me if I'm considering leaving but I have to tell you, if you don't improve your customer service I will definitely go whatever the cost. It was really irritating last year to be told that you couldn't realign my broadband with my line rental for no good reason that I can see apart from the fact that it makes the whole question of leaving more difficult. I gave in relatively easily at my last renewal date because I had better things to do quite frankly, but now that it seems to be even harder to get the necessary information I will be looking elsewhere between now and my broadband end of contract, and if that costs me any line rental so be it. I know Plusnet aren't alone in this, there seems to be a culture now of reducing the means of customer contact as far as its possible to, presumably hoping we'll all give up before anyone has to actually speak to us.
