They are a business who have a strategy, plans and are probably more than aware of what is right/wrong internally. Some things they can share, others they simply don't want to. It seems like because we have Twitter, Facebook and forums that people seem to think they have the right to what might/can be commercially sensitive stuff for everyone these days.
The Plusnet forums are rife with it, you only need to look at the new network thread and the same people coming back asking for rollout plans, dates, times and then coming back asking for updates!!! It's crackers.
I feel the same way, I've been with Plusnet numerous times from dialup in the 90s to fibre more recently, the only time I've ever had to correct a mistake they made was last year when they incorrectly gave me a contract early termination charge.
They are a bargain basement ISP that actually manages to provide decent, friendly, UK support - unlike BT for whom residential support is a dirty word and an expense that needs to be pared to the absolute minimum, or TalkTalk who will take three days on average to reply to a post on their UK forum. If people are complaining about Plusnet then exactly who are they comparing them with - because the alternatives tend to be dire at similar price points.
Because Plusnet staff actually engage with customers this leads to communities forming which in turn leads to gossip and generally taking Plusnet for granted. Now I like a good natter as much as anybody else but at the end of the day I'm paying peanuts and in that context I'm not going to hold Plusnet to impossibly high standards. If people are unhappy with Plusnet they should stick their hand in their pocket and pay extra for whatever ISP suits them best.
I haven't spent time criticising their network because it's not normally an issue, there isn't much to differentiate mass market ISPs offering low prices for typical customers but Plusnet has managed it by offering UK customer service.
