up until recently (when i started the attempt at getting upgraded to 2meg from 1 meg) pn service levels in my opinon has been pretty good for me. I always got an answer within a few hours of a support ticket raised.
but now, im having to wait 24 hours and only get a reply when i post a follow up message to the effect 'are you going to do something about this.'
i can live with waiting just over a day for a resolution but thats still a fair drop in service level. Or maybe its just me being unlucky?
I suspect it depends on the levels of queries that support are getting - something you can only find out if you raise a ticket unfortunately - as to how quickly they get answered (and, of course, depending on whats being asked)