If it's rural with no choice of fibre to the premises then realistically you're depending on Openreach who deliver the service downstream of the exchange.
If there's a fault it's most likely to be in the Openreach structure and not that directly run by your ISP.
I'm with PlusNet too. On the odd occasion I have an issue I get a quick reply from somebody in the UK. I guess they're better placed to deal with Openreach than a script jockey in Bangalore.
Who provides Shell's customer service?
How close will Plusnet/EE go to price match Shell?
A tenner a month seems a bit much for a customer service premium but OTOH as I work at home I need good internet.
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