Don't Use PlusNet
I’m still having problems with my PlusNet broadband. Not only are they not interested in talking to me (phone line queues over an hour, website queries often take days), but when they do, we go round in circles discussing basic settings on my router rather than addressing the problem (my protestations that I haven’t changed a sausage are seemingly ignored). So please, if you’re looking for an ADSL provider, and value customer service, don’t go with PlusNet.
But some good news this morning: I spoke to a nice lady from the Consumer Direct service. She gave me some great advice on how to proceed; what wording to use in my letters them, etc. Based on that experience, I’d recommend them if you’re having a similar problem. Never let it be said that I don’t occasionally have a good word for government.