After several attempts at getting support from Plusnet, I'm hoping that this will help other customers to get their issues dealt with. Please note that I really don't like the methods that I've had to develop to get support, but Plusnet have such an appalling attitude to their customers that this is what is required and I encourage every Plusnet customer to follow these guidelines in order to affect change. Don't bother logging in to your Plusnet account as Plusnet do not provide any method to create support tickets.  Go on Chat, if you can find it buried on the support section of the site If it's actually active, talk to a chat agent. You will need to provide your account name and 2 letters from your password.  Tell the chat agent that you need to raise a complaint ticket and that you know it is possible. State your issue and demand that they create a ticket.  You will eventually receive an email with a link to the support ticket site allowing a portal to manage your support request.  Please note that the chat agent will lie and state that it is impossible to raise a support ticket or correspond by email. In which case, keep insisting and tell them that you need to be transferred to a supervisor and are prepared to raise the issue with the ombudsman.  How to raise a complaint with Plusnet Plusnet have a complaints page but it doesn't allow you to raise a complaint. So don't bother with it.  (This is covered by jelv's post.) Raise a complaint directly through the ombudsman (details below) and outline the issue, making sure to state that Plusnet have made it impossible to raise complaints through their website or email.  You should get a reasonably prompt response from Plusnet.  What to expect from Plusnet customer support.    Support will lie and claim that things are not possible.  Support will not work with you or attempt to suggest methods, solutions or compromises.  Support will state and restate facts like an automated service.  Support will extremely begrudgingly escalate issues if you repeat the request often enough. To save time, it may be useful to copy and paste "THIS MUST BE ESCALATED IMMEDIATELY" until they comply.  Support will assume you are a total idiot.  Support will do nothing to help with any request.  Support will not read any notes fully so expect them to not understand the seriousness of the issue, or to wilfully misinterpret your support request or twist it to point blame at you.  How to get any action taken on your support request: Keep a record of what was said and when. Ensure to get all chat requests emailed to you. Avoid phone conversations unless you are able to record them. Be prepared to send everything to the ombudsman.  State what you need to occur, and don't be afraid to tell support that things MUST happen. The support agents will not listen until you have stated this at least 5 times. Do not expect support to offer any discounts, refunds or actual solutions. If you want these things, state that you need them.  Support won't offer any solutions, be prepared to think of solutions yourself. Support agents will completely ignore these requests but complaints agents may be able to act on your ideas for a resolution.  Question every action that support claim they have taken. If they say they've done something, check that they've done what you actually wanted done. Also note that they will lie and not do what was asked so be prepared to raise this again later and see if requests were actioned. For example, if they say they have changed something, ask them if they have actually changed it or merely put in a request to have something changed.  Don't be afraid to raise points about the company. Plusnet hate their customers and delight in torturing them, so take any opportunity possible to call them out on every lie and remind them frequently of how difficult they have made it to get any support in the first place. Tell them directly that they must provide:  Email addresses for support and complaints A link in the user home to the support ticket system A link to complaints in a prominent place on their complaints page Most importantly, expect to have to write at least three times daily until your issues are resolved. Do not wait for action, repeat your need for action to be taken.  Be nice to anyone genuinely helpful. There are a few. Unfortunately, mostly in low level positions where they cannot take any action. Observations.  Plusnet fabricated a conversation between themselves and Openreach to attempt to placate me and lied about action having been taken.  Plusnet lie about issues being escalated Plusnet took absolutely no action at any point during my interaction with them. I took every action myself.  Plusnet will constantly blame others for problems, especially the customer.  Plusnet will not help in any circumstance.  Plusnet will apologise for how you are feeling but never for what they have done. No one at Plusnet will take any responsibility for your issues or any poor support you receive.  Outcomes. We need to put pressure on Plusnet to fix their failings.    Plusnet must provide support for all customers equally Plusnet must make their ticketing and complaints systems easily accessible.  Plusnet must address the systematic failings of support staff to listen to customers or treat then with dignity  Plusnet must empower their support agents to be able to take necessary actions.    Moderator's note by Adie (Dvorak) redacted factually incorrect information ... View more