Is one and a half hours to support without a reply acceptable?

[#1]

I have a broken Plusnet Technicolor Router, as a temporary fix I am using an old Draytek but have no wireless. I hung on the phone for an hour and a half yesterday until the line dropped. Frankly, that is the kind of service I left Sky because of.

[#2]

Currently trying again on support line...
That's over quarter of an hour of my life I'll never get back... and listening to She Sells Sanctuary isn't making up for it.

[#3]

Kaiser Chiefs... Ruby... no support and coming up to half an hour... I'll give it another five minutes then I will be looking for a better service. Some of us have work to do! 

[#4]

Going For Gold by Shed Seven... I'm outa here!
Not good PlusNet...
Over half an hour and nada!

[#5]

Unfortunately for you,  if  your broken router is more than a year old then PN are under no obligation to replace it with a no charge new one. You may get a replacement by signing up for a new contract. PN supplied routers are a bit iffy anyway when it comes to wifi . Is it the BT FIbre Modem or the PN router that's actually at fault? You may be better off and achive a quicker result by replacing any broken equipment yourself ! Good luck.

[#6]

usually I'd agree its unacceptable, but this weekend I'd imagine Desmond has something to do with the longer than usual queues, at least from the news I've seen today seems a lot of flooding has happened, which I imagine causes havoc with lots of people's broadband.
Also much like phone contracts,  as gpsmout plusnet have no obligation to replace hardware, and again, i'd personally look at sourcing a better one, you can get decent hardware for under £20 these days which will have a far better Wi-Fi range for a start

[#7]

Try the online chat instead? Easier to get on with other things, and it gives you a countdown of people in the queue before you so as long as you keep an eye on it every now and again you don't have to sit an wait.