I have nothing but praise for the way this is being addressed, despite the quite appalling infrastructure involved.
I would also add that I too have been a Plusnet customer for many years.
Despite what may have occasionally appeared to be my negative comments regarding my still ongoing speed/stability "issues", Plusnet are still in there with me.
As recently as Tuesday of this week, Plusnet took the trouble to contact BT, requesting the engineer's notes from when my FTTC service was installed back in June, in the hope that some of the initial JDSU connection stats would be available for comparison against my current connection stats.
The hope was that some evidence of my connection's "repairable" deterioration would be available that could prove a "fault" is now present (possibly of a HR type) that wasn't pesent until BT accidentally cut off my telephone & broadband services in July.
Unfortunately, the notes didn't include those stats:-
"**RAstart Customer R A-RA **RAend
Home Wiring Solution : Authorize Installed - Yes
Home Wiring Solution Type: NTE5 Shifted Existing NTE5 And Extension Socket Swap
Notes - all tests passed...test and demo done"
It is the case that I have needed to develop my own systems (with much assistance & advice from other users of this forum) to be able to report my connections stats/performance.
This is entirely down to BT's decision to supply locked modems for FTTC services.
However, Plusnet have reacted positively each time a new piece of "evidence" has come to light, arranging BT engineer visits accordingly.
Plusnet's hands are completely tied in this respect as the systems currently available to them for FTTC services simply do not see all the regular disconnections & errors as exhibited on my connection.
Once CIDT testing is available to them, Plusnet will contact me with a view to using the enhanced testing on my connection.
From what I read about some other ISPs, I am convinced they would not have persevered with a matter such as this for this length of time.
Paul.