Written on: 30/07/2013 by MarkButcher (1 review written)
I am a fairly light user and the 20GB pm limit imposed by eclipse has generally been sufficient. However I have allegedly exceeded this month and have been throttled to a ridiculous 0.2 Mb/s. I never use P2P networks, have downloaded a couple of music albums but no movies and fail to see how I have exceeded 20 GB. Rather than investigate the possibility of an error on their part, customer services seemed perfectly happy that I go elsewhere despite my misplaced customer loyalty for over... (read more)
Written on: 22/04/2013 by karenMackay1985 (2 reviews written)
I went with these people as I have been with them for several years. I moved house recently and somehow they didn't notify BT (or something) so I am still waiting for my line to be activated. I would find someone else but I fear that might be out of the frying pan into the fire (read more)
Written 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... (read more)
Written on: 09/08/2012 by Mr_Gallagher
I had been with Eclipse for many years. In fact I was at one point part of their referral scheme. Over the years their service and products had become at best average. Every now and then one of their sales people would ring and last time they rang they recommended I change packages. I took his advice since I was assurred it would be a better deal. It soon became apparent it was far from the best deal so I changed over to Sky broadband. Beleive me this was not an easy decision. I am no fan... (read more)
Written on: 12/07/2012 by MariaDSk
500ms ping, that varies by 500, and that is pretty much the usual. Normal ping is below 100 for most people, unless they live in a country with no internet... The download and upload speeds don't even deserve a mention as they are almost non existent. Want to play an internet game? Forget it. Watch a video? What are you on about what is a video? Christ, if you want to download an excel page with your university exam reviews you might die in the process from old age. But seriously, even a... (read more)
Written on: 06/07/2012
Hi Eclipse is a decent service although you do pay a high premium which I am not sure is worth it anymore. “Buyer Beware” on cancellation they levy a £30 cancellation charge per line plus an additional 30 day period, You can only cancel in writing by post (erm internet company by post) or by phone between 9.30 and 5 I waited 30 mins on the phone do this on a 0845. I used to be a big fan but not anymore Very Poor show Eclipse Internet (read more)
Written on: 30/06/2012 by heidal
Have been with Eclipse for about 6 years and have recently taken up their 'Bundle', after having some issues with BT. The help in choosing the right package for me was good with no 'hard sell', just genuine and honest suggestions. The transfer of phone line and call package was seamless, in fact I wasn't even aware that it had happened until I answered a phone call and saw caller display (a feature I've never had before but free as part of Eclipse's deal). Others have said that this isn't... (read more)
Written on: 25/05/2012
Tie you into a high cost contract - higher broadband package than you need. Will downgrade you to a lower package that costs more Or you can have a Mac code to migrate - but you have to pay the full remainder of the contract + an exit fee. They offer no compromise. (read more)
Written on: 07/05/2012 by spudgun80
I have been with Eclipse since 2005 and my connection has always been solid. I have only contacted customer services on a couple of occasions with intentions to move provider, but in fairness they have offered me incentives to stay each time. This leads me to my main gripe. If you are a loyal customer who has been with an ISP for some years, surely you shouldn't have to resort to threatening to cancel in order to get a better deal. Having contacted them and told them of the deals Sky were... (read more)
Written on: 02/05/2012 by unhappyhsbccustomer (7 reviews written)
Eclipse internet has gone down hill since it was brought out a few years ago. In the early days you got great service, great speed and reasonable value. Now its a profit machine it feels. Tech support is quick to answer (for business customers at least) but not always as helpful as you would expect. About average. Customer services is average - they don't always appear to read emails and do send generated responses on occasions and generally reply the following day. The speed of... (read more)
Written on: 07/03/2012
I have been with Eclipse for 5 years having been recommended by a techie. In that time I only lost internet connection once, which was when there was a fire in the server room. When changing PC, they were very helpful and gave me all the info needed to set up my router (non-Eclipse) properly (and admitted that the USB one they originally gave me was crap). I have just moved house and decided to stay with Eclipse. They are a bit more expensive than some providers, but as the saying goes:... (read more)
Written on: 03/09/2011
Switched to Eclipse broadband, then my previous phone provider made an awful mistake by deactivating the line instead during the switch over. So I only had 3 days usage of Eclipse broadband. Still the customer service insisted I have to pay for full month of usage, even though I didn't end the service in the first place. Small phone provider + not cheap and I get this from them. Switched to PostOffice phone and broadband service, will see what it is like but at least 1/3 cheaper. The good... (read more)
Written on: 20/07/2011
I get the impression that Eclipse used to be a pretty good company. Their tech support certainly seems better than average. We had a business account with them for many years. Recently though they seem to have resorted to a policy of treating their long term customers with complete distain. "Oh you're on a very poor deal -we give you a better deal but only if sign up for a new contract" - but I've been your customer for 5 years! (read more)
Written on: 16/05/2011 by rmez01 (1 review written)
Everything looked fine until recently when I have experienced loss of internet connection on daily basis. This was unmanageable and even after my escalation no one really cared about the quality of service. But instead I received an email saying that if I need a technician to come I have to cover the costs, etc. After 1 month no one came and I have decided to break the agreement (They charged me additional £111) and have moved to Virgin Media fibre optics. I have a reliable internet once... (read more)
Written on: 06/03/2011
Signed up with them in October 2010, and had a fault on day one which still hasn't been fixed over three months later, Target SNR keeps getting stuck, IP Profile failing to update and slow / erratic broadband with constant failures and PPOA drop outs.
Customer doesn't always do what they say they will, one day they said I'll test your connection tommorow and it never happened until over 3 days later with no reply or communication leaving me without broadband.
Not even compensation, they... (read more)
Written on: 19/02/2011 by Lynxia (2 reviews written)
My dad has been with Eclipse, for around five years now. It was recommended to him from a trainee at a computer sales store as they use it for all their networked PCs. I've found the entire Eclipse experience to be about as pleasurable as putting my hand into a huge vat of boiling water and swilling it around. If its not the constant disconnections at peak periods its that I even get onto the internet and when eventually I do its about as fast as a tranquillised pigeon.
Eclipse claim to be... (read more)
Written on: 10/02/2011
I have been with them for several years. Customer services are efficient. Tech support are very knowledgeable.
Eclipse is by far the best ISP out there. And they just upgraded me to ADSL2+ without asking and they called me to check I had a compatible modem first.
Connection is always fast and account is easy to manage. Can't recommend them enough (read more)
Written on: 02/02/2011
I started with eclipse in June 2007 when I purchased my laptop. They were recommended by a friend and also the computer engineer who looks after our machines in my office. I have only phoned them twice. Once to ask for help setting up Outlook Express and just the other day following an e-mail advising I could upgrade my Broadband for less than I am currently paying. Always, I get a friendly voice and it is wonderful to be able to make a local phone call and speak to someone in English. I... (read more)
Written on: 24/01/2011 by spuudercat (4 reviews written)
I'd like to list my email to Eclipse which after three years suffering their total lack of useful service I think was justified. I'd also like to note that all reviews in this seem to be valid unless they have 5 Stars - Eclipse instead of trying to fudge your figures maybe look at the actual issues people have with yourselves hey?
Thanks for the email about outstanding amounts attaining to some £20 for the reduced speed service that I received for the period of December/January... (read more)
Written on: 24/12/2010
Great service until you want to leave them.
They don't answer e-mails asking for final account balance and then bill you for services past the contract cessation date. Their policy is charge you then send you a cheque for the overpayment...not what I would call professional for an IT services company!
Written on: 04/11/2010
best isp ive been with great customer service resonable prices brilliant usage limits for the price and my speed is great 10/10 will recommend to everyone who wants a good isp (read more)
Written on: 11/10/2010
I have been with Eclipse for nearly 6 years. I use them for broadband connection, telephone calls and data backup and have recommended them to several other people who have been pleased and remain with them. The website is good, their customer service is good, and if there is a technical issue, their technical staff are competent and helpful. (read more)
Written on: 23/09/2010
I use Eclipse for a wide range of services and don't have any complaints about any of them. Most significantly, though, I just experienced a pretty major issue with ADSL Broadband speeds. The problem lay with BT who did their best to avoid dealing with the issues. It was the persistence of the Eclipse Technical Support team that one through in the end and got the problem resolved. I would say this experience has been the best example of customer support and service I have ever come across.... (read more)
Written on: 09/09/2010
Eclipse internet were great for the 1st year then, speeds dropped to less than 1M!
Tech support refused to fault find, they claim the lines were fine (which they were) I attempted to explain the fault was on a router inside the network (overloaded/oversubscribed) but they would not accept this. They insisted we performed tests that they specified over a month, and then ignored the finding, and informed me the tests meant nothing - thanks eclipse - it was your idea! We had a 2nd line... (read more)
Written on: 20/07/2010
Ive been with eclipse for over 4 years now I have only rang them once in that period and that was on the day i joined them. not once have i lost connection or had erratic download speeds. All in all they are the best ISP i have been with and to top it all their call center in in Britain (read more)
Written on: 20/07/2010
When I first signed up to Eclipse it was everything that I needed but like others have said after a buy out the speeds completely dropped to being erratic at best. Now they're telling me to update my details but I can't because their website doesn't work!! Their customer services, if you actually get through, are rude and arrogant. I'm at the end of my tether with them and will be (trying) to ring up and terminate my contract even if I have to pay an early termination fee. A poor company... (read more)
Written on: 06/07/2010
were great several years ago, but after buy-outs, a move of premises and take overs they are not eclipse internet anymore. the tech support guys are very good and knowledgable, and are in the UK but their internet reliability service sucks. i get drop outs and complain,
Today my connection disappeared for 4 hours before tea time, and as i emailed to get my MAC code, when it appeared back, i saw last months emails i sent complaining to them about service outages in my sent items.... (read more)
Written on: 28/06/2010
I moved to Eclipse from Pipex about 4 years ago, because Pipex's service became appalling. Initially Eclipse were great, tech support seemed competent and the customer service people were helpful. I took the "Evolution Broadband Option 3" at £24.99 p/m (this package was discontinued some time ago in favour of poorer packages that I refuse to move to). This was to get some traffic priority and a larger peak time usage limit. Speeds were good and consistent and stayed this way for a while. I... (read more)
Written on: 31/05/2010
The speed is very inconsistent, sometimes it is very good but other times you can't even browse the net. (read more)
Written on: 25/05/2010
Lost three postal orders totaling £56 without telling me. Cut me off first and refused to reconect until I had paid what I already paid. Put prices up without warning. One month later started charging for not using DD, also without notification. Tried to take a credit card payment for April without my authorisation when I was on a 'one off' payment basis but had it refused because my card had been stolen and I was awaiting a new one. Explained this three times then I tried to pay with new... (read more)
Written on: 14/04/2010
When I signed up with Eclipse 4 years ago, they offered the best service for the cost. However, the introduction of an extremely restrictive data limit was the first of many problems and glitches to follow. Not to mention their inability to keep their prices competitive.
The quality of the customer service has gradually fallen too. Long waiting times and the indifferent attitudes of sales staff, under-qualified in dealing with many of the customer queries that come their way has made moving... (read more)
Written on: 26/03/2010
I've been with Eclipse for 4 years with very few problems. Any problems have always been resolved with a simple phone call, or two, to a UK tech support department.
For fault finding they have been unbelievably helpful.
Their prices are competitive. The download limits can be a little restricting but, in my opinion, they offer very good value for money.
Their website is a little clunky but it does everything I want it to do, eventually. Maybe there are faster providers but, compared to... (read more)
Written on: 16/03/2010
The internet service is actually fine, however the customer service and billing process is a complete nightmare that makes it not worth the hassle. We used to use them on a number of business accounts, and when trying to deal with the accounts department regarding invoicing the service was disgraceful, everyone moans about BT however I would have to say Eclipse's customer service was far worse. Would never recommend to a colleague again for business use. (read more)
Written on: 14/03/2010
Rather intermittent service with occasionally sub-dialup speeds. They also charge you just for cancelling their service even if you are out of the minimum contract period! They make it rather difficult to cancell by requiring you to contact their sales department while burying their phone number inside a tortuously long legal-terms-and-conditions document. When you do get through you need to be passed from piller to post to acctually speak to someone who can process your wish to cancel.... (read more)
Written on: 13/02/2010
service used to be good, been with them for the last 4 years. but has degraded to the point i am going to change.. last problem was told it was my router, changed it for a new one. same problem, their customer service is bad too. they supposed to open at 8am, called every 10 minutes and they only opened their lines at 8:50 (read more)
Written on: 04/01/2010
If you know what you're doing with broadband and want a simple, fast reliable product you can configure to your heart's content, then Eclipse is great. The nice, competent technical support people (an email or an 0845 call away - no premium lines) are very accommodating - even when my non-standard router screwed up, they were happy to suggest a variety of possible fixes to get me back online again.
My only quibble is that the usage limits should be higher, although the tools within the... (read more)
Written on: 21/12/2009
I've been a customer for many years now and have had only one encounter with their service department. It took a month to get an unreliable connection issue resolved. As it turned out, it was a BT issue anyway but it took a month for them to raise the problem with BT.
The e-mail has never been brilliant with Outlook and iMail frequently failing to get a connection. Webmail also has been very slow for as long as I can remember. But at the moment (Dec 2009) it is virtually unusable.
On the... (read more)
Written on: 02/12/2009
I have been an eclipse cutstomer for 2 years. The 1st year was fine. Then LLU (line loop unbundling) was introduced. This means that eclipse have purchased a line from a company like tiscali and no longer pay any rental for your line. Talk talk offer the same service for £6.50, I was paying ?18 a month! Morning speeds 5MB, afternoon 2MB, evening .5MB.
Requested to transfer back to bt line-5days they say. two weeks later still haven't done it - blame bt. Request mac code and they take... (read more)
Written on: 18/11/2009
been with them for 4 years now but line keeps dropping is always blamed on router but do not agree used to get 5+ megs now only1,2 or 3 seriously thinking of changing isp (read more)
Written on: 13/11/2009
The webmail has to be the worst in the world! I constantly get Webmail errors, ranging from 'Cannot connect' to 'Invalid username/password'. Sometimes it logs me in but no mail in my inbox!
We are now moving ISP as the speeds are also dreadfully slow - starts to remind me of the old dialup days - with browser timeouts now quite frequent.
It is a shame as Eclipse seemed to be quite good a couple of years ago but now I'd have to say avoid at all costs! (read more)
Written on: 04/11/2009
I would call Eclipse the most unethical ISP in the UK. They completely disregard their oligations and vioate the contract by increasing the prices twice in 5 months from promised £15.99 to £20 without any explanation!
The speeds are apalling, so that the browser times out and disconnects regular. Customer service is totally unhelpful and mind! If you wish to leave them you will have to pay the remaining cost of the contract: at the rate on the signup day ? current rate? Or future anannounced... (read more)
Written on: 06/10/2009
My experiences with Eclipse were pretty good while I was with them. Occasional outages, but not often; reasonable customer service; reasonable speed.
HOWEVER, when I left (moving house), they charged me a £50 exit fee - something I had never been made aware of previously. Not impressed at all. (read more)
Written on: 05/10/2009
Eclipse Internet is an awful ISP provider that has gone down hill fast since their sell out a couple of years ago.
With a Eclipse Fair Usage Policy time that applies between 9am and 11pm daily' makes it hard to stay within your Broadband usage.
When do Eclipse think your going to use the internet 3am in the morning.
Phoned up to report a problem with my speed, they informed me that it was not a problem but they have capped the speeds on purpose so that users would go to their "new"... (read more)
Written on: 21/07/2009
Eclipse Internet are absolute ripoff people. They put me on a wrong plan and then refused to refund the charges.
Horrible sales and customer service.
Technical service actually ok.
Don't recommend, they will endeavour to rip you off.
Written on: 09/07/2009 by tsgsdg
Good ISP,never had any problems with Eclipse internet the 3years i was with them. easy to contact.
Only bad thing was they did charge me £18.00 for canceling even though i was out my contract. they sadi it was a "standard charge" ... yeah right..! lol (read more)
Written on: 12/05/2009
Eclipse Internet is an awful ISP provider that has gone down hill fast since their sell out a couple of years ago. Not recommended! (read more)
Written on: 07/05/2009
Eclipse Internet don't know much about what they do.
They don't know that there is possibility to connect another domain to the same acount and of course they don't know how to do it.
Pop3 disconnets very frequently, for long periods of time. (read more)
Written on: 15/04/2009 by curtj (3 reviews written)
Started off pretty good. I was on a rolling monthly contract with them using their 'Business 20' service.
I had been with them for a year as a business customer, but due to a change in my business procedures I had an increase in my usage and was nearly reaching my 20Gb monthly limit each month (it's one pound per gigabyte if you choose to exceed this) so called them to ask for advice, thinking I might change to their top residential package which offered unlimited usage (under their fair... (read more)
Written on: 30/12/2008 by Superstars (1 review written)
They must be the biggest load of wasters on the planet in my opinion. I made the mistake of signing up for a one year contract. Big mistake. It took ages to get them to stop charging me even after I had switched to a much better ISP. Lots of excuses No action.
The good news. I switched to Fast.co.uk excellent ISP. Fast reliable speeds. Super customer service. Totally reliable, wished I had done it a long while ago. Highly recommended. (read more)
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