the current slide with plusnet started when the current CEO joined end of 2013.
As I understand it 2013 was a good year for plusnet, right at the end of 2013 they were starting the ipv6 trial and people were generally happy.
Early 2014 the digital care team was scrapped with the complaints team taking over the role of forum support. At the same time this occurred the updates on capacity upgrades ceased and all activity in fixing ipv6 issues seemed to stop as well.
Late 2014 congestion issues were becoming more visible, and escalated significantly starting in jan 2015.
In 2015 the ticket system was hidden, and eventually removed.
Live chat was introduced a system both BT retail and sky use.
Also the dodgy BNG gateways were introduced in 2015 and now take the vast majority of new sessions.
During spring 2015 plusnet staff warned the graphs were going to be removed when people were using those graphs in the capacity thread as evidence of problems, and of course in the past day they actually did get removed.
LRS savings have been significantly reduced compared to what they used to be, given LRS is non refundable its probably a good idea to not use it anymore.
Line rental and voice service costs continue to rise way above inflation (granted many isps have this issue).
40/10 was bizarrely changed to 40/20 in late 2014, which turned out to be a short term move as within the past 1-2 months it has now been dropped to 40/2.
Call centre waiting time's continue to rise dispite promises to get them reduced, ticket waiting times were typically 5+ days.
July 16th 2015 24/7 support will end for residential customers, with the ticket system gone, someone wont even be able to leave a ticket at those hours.
With the way things are going, I will be surprised if the likes of chris parr and matthew will still be providing support on the forums at the end of 2015.