Whilst plus net staff talk English as their first language, if you do have a problem with their service, it is the ever loved BT that has to solve it. My daughter's speed has gone from 6 - 8 Mbps which plus net said she should get to 1.5.
Plus net said that was acceptable speed. Escalate said daughter. She now has to grapple with BT via Plusnet, which is worse than doing it direct.