Eclipse Broadband Ltd Reviews 499

All great now thanks everyone I spoke to all polite and helpful can't remember all the names sorry Alan though was great got things moving thanks again Stella

Eclipse have been trying to bill me for 2 yrs subsequent to transferring a domaine registration to another company and cancelling our account with them. Feels like it's bordering on fraud rather than just incompetence. Painful.

I`ve had my landline with Eclipse for many years. Customer service has always been really good - until now. My landline has been out for 2 weeks now. Many phone calls and emails to Eclipse. Nothing. No contact from them. I don`t even know if this fault has been passed to Openreach. All I want is to be kept up to date. Customer service - nil points.

My landline was out of order from 20/9/2024 to 21/11/2024.
It took 9 weeks to resolve this issue and that is simply not acceptable to be without a landline for my business.
I called nearly once if not twice a week for updates and seemed to get nowhere. Having looked at my mobile phone records I have spent nearly 6 ½ hours on the phone trying to get updates regarding this fault. The staff that I spoke to were very helpful but even they were frustrated at the lack of progress. I asked for a divert to be placed on the phone but this was never actioned, why?

When Openreach called to let me know the line was fixed I asked when the fault had been reported to them and they said 13/11/2024!!!! Why did it take so long for this to be reported as a fault, I cannot believe it!
After being a loyal, satisfied customer since 2007 I am extremely disappointed with the service I have received from Eclipse.
I have raised a complaint but as it sent to the email that I have received no reply from I'm not hopeful to receive a reply!

Panna was very helpful when I requested a refund for down time and a chnage of data

Panna was extremely helpful with my issue. Regardless my issue is 5 days old without resolve and having to chase them for an answer on an evening after work because someone hasn’t done their job is frustrating. Terrible in this day and age where everyone is so reliant on WiFi……..

Nayan was brilliant

Customer service (Panna Vasani) was very helpful

Really quick sorting my problem out thanks to panna

Had a problem with my broadband service for two days, which nobody seemed to be able to resolve, until that is, Norbert got in touch and seemed to immediately work out what the problem could be. A few minutes later, with talking through resetting the router and it was back up and working, Thanks Norbert, next time I have a problem I shall ask for you by name.

Discussed issue with Liam today, all sorted. Eclipse have one of the best customer services to deal with. All staff are polite, professional and knowledgeable, this is one of the main reasons why I remain a customer with Eclipse. My braodband is fantastic and compared to my neighbours I get the best service with value for money. Thank you, to all Eclipse staff for your continued professional service, it is really appreciated.

Really really disappointed. My elderly dad has been a loyal customer for years. He depends on his landline phone. He has been without phone and internet for 3 weeks after moving. We have spent countless hours trying to get through on the phone (and mostly failing - nobody answers). We have occasionally got through, but then had no answers and been promised call backs with an update which have never materialised. He is unable to use mobile and is left very vulnerable by this situation.

Same as others - they do not communicate when cancelling broadband. Do not answer phone or emails. Cancelled the Direct Debit, as others have said on here that is the only way to get their attention. Sure enough got an email from their Credit Control Team. Nothing but a waste of my time. Do not waste yours.

At the beginning of January this year I gave notice of termination of telephone and broadband services from Eclipse, as well as termination of other domain related services. This was done by eMail as the terms and conditions explicitly state that notice may be given this way.
However I am still being billed on a monthly basis for "TalkMore" and "Lightspeed Unlimited" services neither of which are being used, as I now receive telephony and broadband services from another supplier.
I accept that, even after more than twenty years, my contract with Eclipse may have some sort of notice period before termination becomes effective and I have been trying since the beginning of the year to find out what this period is as it is not available online.
My enquiries have all been by email as I am in my eighties and have difficulty using the telephone.
I have contacted them several times, including on one occasion copying their head office, but on not one occasion have I had so much as a reply (other than an automated response) to my emails. I originally cancelled my direct debit, notifying Eclipse at the time, but no response. The bills keep coming every month and I fear that if I don’t pay them, I will have bailiffs knocking on my door and my credit rate will take a knock, something I can’t cope with at my age.
Help. I am still being bullied by this awful company who refuse to communicate by email.

We have tried to close our account for the last three months, but NOBODY replies when we phone them. In the end we cancelled our Direct Debit. They sent email to call them to reinstate DD!
I called them again. No reply. Stay well away from this company.

Are you people still in business ? I arranged an upgrade for 15 August to a broadband / land line contract. Our old telephone duly went dead on 15 August and since then WE HAVE NO PHONE. My wife is trying to run a business here, we have hospital appointments outstanding and family matters to arrange and we are cut off. In addition our personal e-mail is now receive only. I have spoken to four (or five ?) - now six different reps and none have been able to help. I have spent literally HOURS on hold and I have not even been issued with a job ticket in spite of being promised one by e-mail. If my call us so damned important to you then ANSWER THE DAMNED THING and when I am inevitably cut of you could at least do me the decency of CALLING ME BACK. We NEED a land line as mobiles DO NOT WORK INDOORS HERE with any degree of reliability. We are cut off from business and friends. THIS IS NOT GOOD ENOUGH.

I telephoned eclipse helpdesk technical team today and had the best experience - Norbert helped me through my problem and fixed it so professionally and quickly. He was friendly and explained every step which helped me understand the problem.
Thankyou so much Norbert - you are a star!

Liam in tech support was an absolute star today. He helped me configure my elderly mum’s new router and was calm and very patient throughout. Mum is reliant on her computer for so much and Liam managed to get her back up and running without any stress or drama. Thank you!

Customer service now close to non-existent. I have been with Eclipse for donkey's years but now thinking of leaving.

I agree Customer service is non-existent. Only one contact number that is not manned. I'm fed up with hearing "Thank you for your patience". I waited to report a technical fault for over 3 hours and also online chat is non existent. Still waiting for a solution