So, having waited about a month and having had an engineer confirmed date, I took the morning off work for the 8am - 1pm visit. I work for the NHS so this meant all my patients had to be cancelled.
The engineer did not arrive. I rang Customer Services twice - 2 lots of 30 minutes - no answer.
In the end ,I submitted a support ticket which it says I should get a reply to in 5 working days or less.
To be honest, I don't care whose fault it is, I'm paying for a Service and it's from Plusnet and if they can't be bothered to even communicate with me (though they are happy to take my money from my bank account) I am taking my business elsewhere. It's just not good enough