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[jelv]

https://www.ispreview.co.uk/index.php/2019/07/plusnet-shamed-for-q1-2019-uk-broadband-and-phone-complaints.html

Plusnet get top spot - not in a good way. No surprise about the main issue following implementation of their new billing system:

Almost four in ten of Plusnet’s complaints were about billing, pricing and charges (38% of complaints).

[kitz]

Hardly surprising in view of the abysmal mess with the new billing system.   Months later and it's still not completely resolved. 
Sad really because the past few times I've had to contact them, the call waiting time and service has been much improved.

[g3uiss]

Unfortunately I’ve just fallen victim to the new billing system.

Perhaps they answer quickly because they have less customers