Openreach DLM Reset

[#1]

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@ExForce9 wrote:

Every part of that support call sounds like BS from some untrained phone handler with no technical knowledge.

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Perfectly normal these days, @ExForce9 , especially when you get the untrained weekend crew.

[#2]

@jab1  how do you explain this ? - https://www.plus.net/about-us/awards/ 

and this -

Here are the most recent awards Plusnet has received specifically (or primarily) for customer service/support, based on publicly available information from their site and award organisers (as of August 2026). Exact “last ten” chronological lists are not fully detailed in one place, but these are the clearest recent ones focused on customer service:

Recent customer service/support awards

1. Uswitch Telecoms Awards 2026 – Best Broadband Provider for Customer Service Public-choice award (third consecutive year; Plusnet notes this is the 11th time overall for the category).
2. Expert Reviews Broadband Awards 2026 – Best for Customer Service Based on their customer survey (90% of Plusnet respondents satisfied/very satisfied).
3. The Telegraph Readers’ Survey 2025 – Best Broadband for Customer Support Plusnet also topped related categories (Best Buy Broadband and Best Value).
4. Uswitch Telecoms Awards 2025 – Best Broadband Provider for Customer Service Public-choice award (one of three Uswitch wins that year, alongside National Broadband Provider of the Year and Best Value).
5. Uswitch Telecoms Awards 2024 – Customer Service Award (Best Broadband Provider for Customer Service) Public-choice; Plusnet describes this as the ninth time for the award.
6. Choose Broadband Awards 2023 – Best Customer Service (silver/runner-up) Alongside gold for Most Reliable Broadband Provider and silver for Best Overall.
7. Choose Broadband Awards 2022 – Best Customer Service (silver/runner-up) Alongside gold for Most Reliable.
8. Expert Reviews Awards 2022 – Best Customer Service Also won Overall Winner and Best Value that year.
9. Uswitch Awards 2021 – Best Provider for Customer Service Part of four Uswitch wins (including Provider of the Year); Plusnet notes an eight-year consecutive run in the category around this period.
10. Earlier Broadband Genie recognition for customer care (referenced on Plusnet’s awards page as one of their historical wins in the category, alongside top places for broadband and value).

Notes

• Plusnet states it has won 35 customer service awards since 1997 (figures on their awards page vary slightly between 32–36 in different sections).
• Many of their other recent awards (e.g., Broadband Genie Best Provider / Most Reliable / Most User Friendly 2025, Which? Recommended Provider 2025–2026, Uswitch National Broadband Provider of the Year in prior years) are broader and not exclusively customer-service focused, so they are excluded from the list above.
• Rankings from Ofcom (low complaint rates, high satisfaction) and other surveys frequently praise their UK-based support but are not formal “awards.”

[#3]

I can't, @ExForce9 , because they have been dropping down in my estimation for many years - one of a number of reasons for me going elsewhere in 2021.

[#4]

@jab1 

I was thinking about your 'many years', and realised that this decline started September 2007 when BT took over,

it is hard to believe this decline has been going on for 19 years, and it is still getting worse.  

[#5]

I joined (from TalkTalk, after a forced move from Tiscali) in 2012, and found the service to be acceptable, sometimes very good, until the old support staff on here (and on the phones), were 'retrained' into the BT ways late 2020. After that, it was and is downhill all the way.