I kind of doubt it, do we have a specified Service Level Agreement? That's usually only on a business connection and then only on a big contract.
Re. getting your own router, whilst I've done that in the past, it will mean you're totally on your own if things don't work, such as the incoming broadband signal. EE can interrogate their own router in full, but will just slope shoulders if they don't get the right response due to you having your own router. That may be ok for you or anyone sufficiently tech savvy, but having been in software support myself, I would not be making that recommendation to the average user without telling them what they may be in for in the event of problems.
As an example, I used a Cisco router years ago in my business as it would hold onto an old 2 Mbps ADSL signal much better and I used its capabilities to find out it was dropping the line every 30 minutes and 5 seconds. I and Openreach eventually found was some timed pump starts in a quarry past which the copper cables went, and a small break was picking up RF interference. No, Plusnet's router couldn't have done that, but I had to learn Cisco's config language. I was definitely on my own, fortunately in the end it was Openreach's bailiwick so I didn't need to cough.
