Report Abuse

“Speed OK but terrible company to deal with”

written by on 11/03/2013

We signed up over the phone - the service sounded great, impressed by Which? review, very helpful salesperson, UK-based call centre. We were advised to go for 10GB monthly limit which proved woefully inadequate. (We had used this within a few days.) Told we could upgrade at any time, but this was untrue - we had to wait a month and spent 3.5 weeks having to pay for extra limit so that we could continue to use it in that first month. (Advice: don't trust their estimate unless you are a very light internet user.)

Spent hours on the phone trying to get situation resolved but could never get through to the right person. They took lots of messages but no-one ever phoned me back. After a month, had to upgrade to next band (50GB) but this proved too low for us as well (family of 4 plus working from home). The speed was usually fairly reasonable (slightly better than previous supplier but still only 3Mbps at best) but service dropped out frequently and was often unusable during late evening.

We have now moved to BT Infinity now that it is available and we have completed the 18 month tie-in to Eclipse - finally, we have fast broadband that JUST WORKS, without all the hassle we have had from Eclipse. The transfer was completed smoothly using MAC address provided by Eclipse. However, Eclipse are still trying to bill us for a service we no longer have - in fact they owe us some money having overcharged us before I cancelled the direct debit. Despite 2 people in Eclipse confirming that the account is closed, their credit control dept do not seem to think so.

Perhaps we have just been unlucky but I would not have broadband from Eclipse again if they were the only supplier left.