Freenetname were a very friendly ISP when they started, i have been with them since dial up and the Connectivity CD you used to get to dial into thier modems ( remember those !! )
When Madasafish took them over they went down hill a bit, the systems were never fully integrated and it showed because one part of the company didn't know what the other was doing - your service requests would play ping pong between parts of supposedly the same company.
Since the Plusnet takeover its got even worse, they now do not seem to care and winge when you try to get a service issue solved with the attitude of "its cheap, what do youe xpect". EG thier domain registration system has not worked for 2 months ( April-June ) BUT it will magically work if you give them a tenner to register a domain name,
Disspaointed and this is a classic case of a company loosing its way and forgetting where its original success came from.