Eclipse Broadband Ltd Reviews 499

speed of reply excellent on a Friday afternoon

Well nothing was working on the landline and now it is a few hours later. Thankyou to Reese for looking into it for me.

Very easy to use the chat line and Reece was very helpful and informative. Thank you.

I have a non-standard fibre challenge at my house. I spoke to Rose, explained the issues, she understood and sorted out a plan which addressed my issues. Having people like her to liaise with customers is the reason I choose to have an account with Eclipse. I really feel as though you care about your customers and treat them all as individuals.

Customer service is non-existent. Only one contact number that is not manned. I'm fed up with hearing "Thank you for your patience". Only one email address for normal business, but worryingly also for complants, so it is impossible to get redress.

It pains me to write this because I have been an Eclipse customer for decades - and they used to be great.

I have a number of domains hosted with Eclipse. In addition to the annual renewal fee, I am forced to pay a monthly customer services fee. This is very unusual for any company but, if I have to pay it, one would assume that it would give me some kind of priority - or at least allow me to actually receive some kind of customer service.

However, on several occasions now, I have tried to action various requests. I never get any response via email, even if I ask for it specifically. When I phone, I often get passed from one person to another and then get someone who seems helpful but then that seems to be the end of the process. I never receive any promised action or emails... and this for for a company that I am actively paying for 'excellent' customer service.

If anyone from Eclipse reads this, my latest ticket is TicketID=1818018 and I've been waiting for 9 days. That ticket itself was asking for action on a phone call I'd made a few days before that.

I've just changed my broadband package at the end of an existing contract, having been with Eclipse for over 20 years. I don't normally write reviews, but I received such delightful and excellent service (from Rose Arangassery) that Eclipse deserves a recommendation. To find someone who is bright, articulate and a pleasure to deal with is a rare phenomenon online these days and I should also compliment Eclipse's tech helpline which is manned by humans you can actually talk to! Great outfit - and competitive too.

Very helpful member of staff who spoke slowly and obviously understood what she was telling me.

Piera was superb in helping us and solving the problem so we got back online within 24 hours. We had ordered an upgrade with Eclipse as our mbs was a mere 5. This entailed Openreach laying a new line which was to be done within 2 weeks of ordering the upgrade. 6 weeks later, having cancelled our landline with 4 weeks' notice from ordering the upgrade, there was no sign of Openreach so we were left with no internet. Piera sent us a mifi dongle by Special Delivery which restored the internet within 24 hours allowing us to pay bills, make bookings and remain in contact with our local hospital which is necessary for us. She also accelerated the booking with Openreach as we received notification that a new line will be laid on May 16th. We could not have coped with any of this ourselves as we are pensioners and wish to say a huge thank you to Piera for providing a standard of service which is very rare these days. Thank you Piera, and Eclipse.

After a few phone calls to get to the right site the person was very good and solved my problem. Thank you.

I'm not technically minded but with Liam's patience and help managed to set up my new router which I was struggling to do by myself. Thank you so much Liam and the Eclipse team ❤️ bless you all.
Eva (76 years old)x

I had noted a 25% drop in my upload speed , although download speed remains steady. Norbert of the Technical Team was patient and helpful, quickly running a line test to check that my up and down speeds were within limits. Upload was reading 8 Mpbs against my measurement of 6 , so it looks like the “problem “may be caused by a recent change of modem. Thanks for your help.

I am so disappointed and have reached the end of my teather. I reported a line fault. Eventually, it was confirmed and fixed, but my download speed went from 65mbps to 42mbps Their final response is that it is still above the minimum guaranteed speed, so there is no problem to address. They don’t seem to get it. There is still a problem. Sadly they don’t agree. They are the gatekeepers to Openreach, so I seemingly have no where to go from here.

My landline was dead.
I managed to contact Kebba, part of the Tech Support team at Eclipse, and he was super nice and helpful. He listened well to all that I said and was prompt in taking steps to act on it. We got to the source of the problem, and I was very happy.
Thank you Kebba.

Occasionally internet routers will fail - they are on 24/7/365 and have alot of processing to do.
The test of an ISP company is how they sort the problem.
I phoned Eclipse and explained in detail the problem, and from this it was decided to quickly send a replacement configured router.
This arrived and from this it was found that the internet was down - pure coincidence.
When FTTC internet was restored to the island remote location there appeared still to be a set up problem.
I phoned Eclipse and within a few minutes was through to Liam who asked me some questions about the router. From these the problem was highlighted, and from the Eclipse end the necessary setting changes were performed, only requiring at my end the reset of the router.
Its only now, and increasingly so, when the internet fails does one discover how important the service is.
I have ordered a spare router so that should, in the future, there be a problem I can be up and running in only a few minutes.
Well done Eclipse and Liam for this excellent and quick resolution.

On 2nd March I received a nonsensical letter from Eclipse dated 9 February(!) telling me that their email to my longstanding 'eclipse' address had been returned undelivered. The letter went on to tell me that there would be a charge for sending me paper bills: this is in spite of having paid my broadband bill monthly by DD since 2007! How strange then that Eclipse's standard acknowledgement to all 3 emails I have sent since 2 March as follow up have been received on my same email address! Each standard acknowledgement from the customer 'care' team assures me that they aim to reply within 2 working days; 5 at worst. Yet here I am with no reply 12 whole working days later and still counting. This is not 'care'; this is not service. This is inexcusably appalling. For comparison my energy provider Octopus replies to my emails within hours, not days.
I need an urgent explanation: BY EMAIL!

Couldn't have been more helpful.
We had an issue with a web developer who had disappeared having set up our site and we are now unable to get hold of him. AJ was very helpful in getting our domain, which Eclipse host, redirected for us.
Thank you, another really helpful member of the Eclipse team.

A belated but big 'shout out' to Max (9.2.24 call) & Tom (12.2.24 call) who made the whole process of reviewing our Broadband package effortless and, dare I say it, enjoyable (!). They were both a pleasure to deal with, patient with my Luddite tendencies, shared encyclopaedic product knowledge in a bespoke & un-patronising manner ... simply, top drawer professionals - hope Eclipse recognise the asset boost you give to the company in such a crowded market! Sincere thanks:)

Norbert was perfect in patiently sorting out a router that would not connect with phone and computer. You could not have bettered his service. Thank you!

Fantastic service from Liam - resolved everything quickly and explained what I needed to do simply and clearly. Excellent service as always thank you