Eclipse Reviews 88

Would give 0 stars if I could. Utter incompentence at every level. Antequated systems offering zero user control, only option is raising support tickets, some which I still have open after 9 weeks. We've had our email deleted twice, we've had DNS settings changed randomly and websites taken down, speed reduction placed on our broadband by support staff for no reason. It then takes days to fix. Utter utter incompetence at the highest regard. Completely uncompetive against more contemporary service providers. Avoid.

Left without broadband for a week after moving house recently despite giving them what they assured me was plenty of notice. No apology or explanation. Now e-mailing me from an email address it is impossible to reply to with a technical message from BT apparently stating they are pulling service despite no request from me to do so. Asked to contact my line supplier despite Eclipse having also provided call services for some years. Request for an explanation or a phone call to discuss have been ignored. Once they provided an excellent service, now to be avoided. Abysmal!

Email down for three days on a Business Account.
Seem to have gone downhill since Kcom took over

Like a previous reviewer, emails from my Eclipse account sent via their SMTP server are being bounced by Gmail.

One CS staff member acknowledged that they were aware of this and they were in touch with Google to sort it out.

I chased a month later and the latest CS person seems unaware of the issue and suggested my SMTP setting were wrong. I had a fiddle and things were OK for a while, (I swapped from a net to a co.uk SMTP server of theirs).

But now still getting emails bounced by Gmail. Thing is, you don't get informed of this until hours later by which time something important may have been missed.

Looks like Google has had enough of them - probably best for me to ditch them too.

phoned them the other day and tech guy asked me what colour was my Router !! Insulting behaviour from someone who is suppose to be professional, And when you ask about no connection of slow connection they are always telling me to change router, I did that with 3 routers and they said each one was not working, found out a week later while i was without any connection that problem was on there end<< Not for the first time, They have gone worse since pairing up with K-COM, Am looking to change to another supplier, Cannot get any worse...Even asked me once what colour was my Router< insulting question from tech guy.

I've been with Eclipse for many years now, and to begin with they were a great company to work with, friendly and fast to sort out technical problems. However twice in recent months I have had recourse to contact their customer service. The first time was to ask why most other companies could offer me a better rate for more than 10GB a month. I was told they were mainly business focussed now and my package of £29 +VAT was the best they could offer. I could get extra GB if I paid more - which seems mean given that people such as EE were a bit cheaper and offered unlimited GB. The second time was when I phoned to complain that emails to gmail accounts were bouncing back as undeliverable or delayed, despite the emails not containing any of the things that would normally cause gmail to treat it as spam. I got someone who was very off-hand who said that they'd had a lot of complaints recently about this, but there was nothing they could do. She refused to contact Google about this, and said that anyway that my emails were 'free'. Finishing by telling me she hoped I'd 'enjoy the rest of my day'. Quite simply a couldn't care less approach to customers - and a take it or leave it attitude. Not the firm I signed up too all those years ago. I'm now in the process of wrapping up my eclipse emails and using my other email address, and as I am out of contract will be looking for a decent firm to transfer to. Eclipse used to be absolutely amazing in technical and customer service, but these days unless you are a business account holder they act as if you don't count. A sad decline to a once great local firm that I have recommended many times to others.

I was a customer for 18 years starting with an ISDN PBX with 10 lines then a PSTN phone line then broadband and phone for over 10 years. After waiting over FOUR YEARS for FTTC to be enabled on my cabinet it finally came and I ordered it expecting 80Mbps [my line can deliver 107 down / 37 up] their website said MINIMUM SPEED 67Mbps / MAXIMUM SPEED 80Mbps / ESTIMATED SPEED 40Mbps. I queried the estimated speed but placed the order anyway as the minimum speed was clearly stated as 67Mbps. But what I got was a line CAPPED AT 40Mbps. Their website is an outright lie, a deception to trap you into a contract. Their 40Mbps 'estimate' is in reality a physical CAP. I asked them to provide me with an 80Mbps line but they said it was impossible. Even though their service was coming over BT fibre from a BT exchange to a BT cabinet and over BT copper from that cabinet to a BT terminator in my premises and BT and at least seven other suppliers would give me 80Mbps they said it was impossible because I was a residential customer. If I was a business customer I could have 80Mbps. But I couldn't be a business customer because I didn't have 10 employees!

They tried to extort an extra £500 out of me for the privilege of taking my service to a reputable company who would give me the 80Mbps they implied, and I believed, they were selling me.

It took me letters to OfCom, Trading Standards and several recorded letters to eclipse according to their complaints procedure before I got them to void the FTTC contract and revert to the situation as it was before.

I migrated to a different FTTC supplier two days later and my new service 80Mbps down / 20Mbps up starts on Friday.

There were other companies offering cheaper FTTC than eclipse but I am old fashioned and believe in things like loyalty so stayed with eclipse. More fool me! I can see 18 years of loyal patronage means absolutely nothing to the likes of eclipse.

Totally professional service. Been with Eclipse for years and never ever had any complaints. Problem arrises, they deal with it immediately. Helpful, efficient, friendly and knowledgeable. Many thanks