Don't get me wrong @agedgopher during the initial 'teething problems' their back office division were faultless and the redress via their social team (forum team) for all the hassle back then more than covered the months spent slowly sorting them out.
Then less recent issues were sorted fairly quickly, including discounts again for all that time too.
I did get a 'bonus' of a second PNYV box, of which that one is now situated on my daughters bedroom (with the base channels now) and the other one is currently in use in our living room (just free to air channels and free to use players).
The biggest issue for me is the BB service - but that goes back to BT, from 2008. The most recent issue actually started in roughly February of last year, which was almost going to get an engineer out but my ill health (June 2018 ) put all of that on hold. It is all documented on these forums and I didn't pick it up until February of this year.
Now in my case, the connection itself drops, add to that their router (PNH1) and it was very difficult for me to diagnose. The 'threat' of £65 for a no fault actually put us off but in the end we bit the bullet and thus we've had a lot of OR engineers out.
Now, in frustration, which I'm sure you'd agree, having a fault run for other 12 months, I gave Plusnet an ultimatum, they (including OR) fix it or let me go, so they said fine, off you go then. I genuinely thought that kick up the bum would have fixed the issue but clearly they were either fed up with me documenting this or knew it was never going to be fixed - I'll admit I did tell them it wasn't going to be fixed based on my conversations with OR. Now since then, there does appear to be a bit of tension, but not from me. I was recently informed that the drops were not causing my connection to be unusable, which upon reading that, that really got me rather angry and I was going to email OR (again) and Andy Baker, to which I was told that the social team pick up these emails to Andy Baker, which did surprise me. I then asked if my complaint was about the social team then surely they can't deal with my complaint - I never got an answer:(
But moving on, Paul Coulton did surprise us with an email (after the question was not answered) and thus I have to assume higher management are aware of all of my issues.
I was with BT for many years, then Sky for 2 and now with Plusnet. Of them all, Plusent are the cheapest but that shouldn't mean we get a lower levels of service. If my connection stops dropping and upon renewing the prices don't jump through the roof, then there's no reason why I'll not be with them for many years.
Apart from all that, when it works we're happy with the service, but it ain't been a bump free ride.
