I think Plusnet's customer service has gone down the drains. They are the worst phone line and internet provider I ever came across. I used four different providers so far. I recently moved home and ordered my landline and internet to be connected at the new place on 20th March. Then, When I got a confirmation by email, it did not say the work would be done in the afternoon. So, I contacted them again in a few days later, I was told that the work would be carried out externally, so I did not have to wait at home, just plug in when it was ready. Then, I did not receive any text or email saying that the work was done on 20th March. Although I was able to plug in the internet and it was working, phone line was dead. No one from Plusnet contacted me that there was a problem. After I raised a question, and then a formal complaint, they came back to me on 28th March saying "Open Reach's back end system prevented this from activating and completing at the same time as internet". I asked them to send me an engineer, but they assured me that only external work would be necessary and it would complete by 4th April, after a couple of their updates that the work was not done. On 4th April in the afternoon, I suddenly received a call to my mobile from a man asking my address. He did not tell me who he wish to speak to, so I told him it was the wrong number as he mentioned a different address from mine. Then, about 5 minutes later, he called me again mentioning my name, asking my address, and told me that he needed to visit me regarding my phone line. So, after all, an engineer needed to do the work internally, and they failed to even tell me that engineer would visit me, and could not even inform him my correct address. Luckily, I was at home, but if I hadn't I would have missed his visit and had to wait much longer! I do not use my landline often, however after moving home there were so many companies to contact about my change of address, and I wanted to use "free evening and weekend calls", but I had to use my mobile and Skype. If they had arranged an engineer's visit first place, all this could have been avoided. They seem to have a bad relationship with Open Reach and no one seems to know what he/she is doing, even for a simple "moving home". I requested to reduce my monthly bill to the same amount as the last one (as they increased the amount just because I move!), which I thought it was fair as they were very useless handling my matter, but they only offered me two months free line rental. I definitely look for another provider next.