The ISP is basically somebody's personal mission, grown into a modestly successful business, specifically this guy: https://revk.uk/
I have only called them like twice since buying this place years ago, once to order a more modern DSL router, and once because my service died (electricity cable under a road literally exploded, turns out the nearby cabinet full of DSL hardware didn't like that). Each time I talked to somebody like a colleague, who understands different things than me but doesn't treat me like an idiot and expects the same in return.
We would both understand why "There's no place like ::1" is funny, and both know that "It's always DNS" is both true more often than you expect, and yet not so reliably true as to rule out all the other possible causes. When I called for the exploded DSL, they didn't waste my time asking me to try power cycling things, they were able to trace the actual problem, and quickly found out what I cared about and while I was disappointed [no Internet!] I understood what was happening and why, success.
The other reason I'm with them is that they don't do censorship. Lots of UK ISPs have "optional" censorship (you know to protect the precious children) and then of course a judge says well, you've got the technology so if I order you to take down this web site a US corporation says is infringing, that's fine. My ISP doesn't have such technology, so the judges are like -shrug- I don't see any US corporations paying to buy you all the filtering tech you'd need to implement what they want, so seems to me you have no obligations to them, carry on.