I have needed customer support many times due to connection speed drops. While someone does usually give some sort of a response within a few hours, the initial responses have always been useless. They simply state that they will look into it, but nothing is actually done for several days. Clearly, their first response is a trick to make their customer support statistics look good. In reality, it takes days for most problems to be properly addressed. Customer will get more help in the consumer forum set up by plusnet than by the people addressing the service tickets.