Avoid like a plague .... their service and attitude to customers is worse than a pandemic or plague for that matter. I contacted Plusenet to inform of the sad news that my dear Mother has passed away and will need to stop her telephony and broadband service. Instead of offering sympathy and an empathy of the loss of a parent, I was lectured by the call centre agent that given the initial contract was arranged by myself (my late Mother suffered from severe dementia) then Plusnet is not obliged to terminate the service and should I to wish to do so then there will be penalty charges. The agent repeatedly re-iterated her position despite the fact that I alerted her that the service was provided to my late Mother home and the monthly service charge was taken out of her account. I am still waiting (4 days now) for a senior manager to call me back, as promised by the agent, in the hope of having a more rational discussion rather than a one with an automaton agent. To add an insult to an injury, I received, today, a text message from Plusnet informing that they intend to close my complaint and escalation request, as in their view my complaint has been resolved. At the end of the day, quality of service can only be assessed on how flexible, understanding, caring, sympathetic a business is and how it deals with the exception to the norm, if any. I am sorry to say that Plusnet staff has demonstrated that the company to be heartless, uncaring, rude, lacks basic level of compassion or consideration for a bereaved person.