I have been with PN close to 10 years, ADSL2, 2+ then VDSL2.
Have always found their tech. support to be good when required, best results via their forum where tech. support is usually on hand.
Telephone support I believe can still involve a very long waiting time and their chat line support now appears to be rarely operational.
Unfortunately, they have not yet fully sorted out their administration issues arising from the new billing system implemented at the end of 2018, my previous 1 year contract negotiated in Nov. 2018 displayed blatently incorrect dates for it's full duration and my billing became "stuck" for 4 months as a byproduct of attempted fixes.
I have decided to remain with PN for another 1 year contract negotiated in Nov. 2019, however, my new contract dates are still incorrect and they have not been able to fix this to date despite protracted communications.
On the plus side, I have always managed to negotiate reasonable "loyalty" contract renewal deductions on a 1 year contract.
I think j0hn has recently defected to Virgin.