I've been a happy Plusnet customer for about 5 years so it is unusual for Plusnet to have done anything to make me unhappy with their service.
My cabinet was finally fibre-activated last week so I immediately called Plusnet to upgrade. After 40 minutes on hold and another 20 talking to a member of staff I was given a good deal (after noting your rather expensive prices for existing customers vs new customers or from other ISPs).
I was given an activation date of today. Today arrived and passed without either my router arriving or my line being switched. I had to resort to online chat to get an update (no engineer availability until 4th Jan - 3 weeks!) & get my router dispatched.
I understand Plusnet is at the whim of Openreach (but another 3 weeks?! really?), but if you value your image of providing good customer service, please try to proactively keep customers up to date with delays.