guys plusnet is owned by bt and ran as a totally seperate company. the customer service standards you get at plusnet in my opinion are far better than the standards at bt. my phone line was down for 7 days due to a problem underground so i had no phone no internet but plusnet kept me in the loop all the time even when i had a little grumble . but i could see the road being dug up and something happening so i think openreach and plusnet worked well together and sometime we as customers think that things can be sorted in a hour but when u have to dig holes along a long stretch of road to get to wires then trace 2000 wires to the fault it does take time. Both partys are working hard at sorting the fault and plusnet do generate the fault and get things in motion a lot quicker than any other isp that i have dealt with
