My internet went down overnight on the 17/18 so I rang the Plusnet helpdesk first thing on the Friday morning.  The call was answered quite quickly and I was advised an engineer would be able to call on the Saturday. I had to decline that as we were going away but asked if someone could call on the Monday afternoon. That was agreed and indeed the engineer turned up a little ahead of the appointment time.
I was so pleased that I posted a very positive report on the community web site to counter the many negatives that are posted.
Unfortunately the fix lasted less than 12 hours and my telephone line had died after the engineer left. That is when the problems started.
I rang the following day but had to wait for over 30 minutes for a response. After running through a few checks it was confirmed that there was a problem and that I should expect a resolution in 48 hours. The following day I rang again and was told the issue was with the faults team (after going through the same checks once the call was answered,) that there was no progress but it should be within 48 hours.
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After another call the following day (again waiting for 20 minutes or so for the call to be answered)and further testing I was told to expect a resolution with 72 hours (up from 48 the previous day) and by the way the internet problem would not be progressed until the line fault was fixed, which would not be for another 5 days.  I got a little annoyed at this stage as this was the first time this had been mentioned.  I asked the help desk to progress the internet problem as I would get the line fault fixed myself. That was not possible I was told.
I had the line fixed at lunchtime and responded to the text I had received (the first contact from Plusnet initiated by them) and also rang to confirm asking to progress the internet fix.
I had a text later that day to say there was a problem that required a multi skilled engineer to fix and there was a lack of this resource. When I showed the text to a multi skilled BT Open Reach engineer in the local team he was a little surprised as he believes there is sufficient resource locally.
There seems to be a mismatch between the engineers on the ground, Open Reach and Plus Net.
I rang again today and after waiting 20 minutes or so for the call to be answered I was told there is no progress  so I have now been without internet for a week and it is going to be next week before this problem is fixed.
There was one other odd thing. The 0800 number was engaged when I rang this morning so I had to use the 0345 number
This raises a number of interesting points.
The UK based support that I was so pleased with initially doesn't seem any better than non UK based support as the length of time before the phone is answered can be quite long, I have to go through the same steps each time, progress is so very slow and there is little communication from Plusnet.
Why am I paying Plusnet almost £40 month when I can get equally bad service from BT for less than that (for 6 months at least) as well as getting free BT sport, a Home Hub 5 (which is far superior to the separate modem/router supplied by Plusnet and access to community wi fi.
Who has the mandatory payment received from Open reach for the early life failure of a repair and missing appointment targets? It doesn't seem to be me and the call handler did not know.
Do I get compensation for the lack of a phone line for a couple of days and internet for over a week. The call handler was unable to explain.
Once back on line I will certainly be looking at my options.
I will not be able to look at replies until I have saved enough money for another visit to a wi fi enabled coffee shop but perhaps Chris or one of the other Plusnet employees who visit the site could ring and advise.