With regards to the Plusnet packet shaping thing, I'm with Force9 (A Plusnet subsidiary) and it took me about 4 weeks of phone calls with them to solve a VoIP packet shaping probelm, they did get it solved eventualy but they were by no means quick about it. On the flip side tho, if you go for their premium package you do get a shed load of webspace (250 MB) and a shell account, which noone else seems to be doing these days.