Eclipse Broadband Ltd Reviews 499

We had a problem with receiving emails and I contacted Eclipse and spoke to Sarah. She was really helpful and went over and above to sort the issue out which was rather stressful as I'm not brilliant at understanding computer software and she explained it to me.

I had a problem receiving and sending emails from my iPad.
I’m not particularly computer literate and Sarah was extremely helpful and patient in talking me through the steps necessary to rectify the problem.
A huge thank you to Sarah.

Used eclipse chat line. George was very helpful and I came away very reassured.

Really good help from George Cuffe, the online chat service.

I contacted Eclipse with a problem that I've had for ages, but never reported. The technician, Liam, was so helpful. He knew exactly what the problem was, and took immediate steps to put it right. I just wish I'd contacted you sooner, because the service was excellent. Thank you so much Liam!

my client has held domains with them for years. POOR support. NEVER answer the phone, always messing things up, can never speak to someone who has a clue! No idea why we haven't moved away!

Sarah was very understandable and came up with all the information I needed. Was a pleasure to speak to her..

I run an IT Service Provider business, and one of our 'Home User' clients has Eclipse broadband, just upgraded to full fibre. Sarah in Eclipse Support has been extremely helpful in setting up a new VOIP phone service and providing configuration info promptly to allow us to complete setup for our customer. Our calls have been answered promptly and dealt with very professionally, all to the benefit of Eclipse's and our customer. Great service.

What made the experience so different was the way in which Matt was communicating so naturally and effectively. It was clear that he was engaged and that he was confident in his job. It made a very nice change from people talking to an imposed script.

Excellent help
Norbert was show such patience with me as he helped resolve an issue I had an He helped Resolve it quickly and effectively,,
Thanks very👍

Eclipse used to be one of the best in the business for customer service and one of the reasons I've stuck with them so long. However, my recent experiences don't echo that. Long wait times on the phone, staff lacking knowledge to help, continual chasing and tickets not being responded to even when escalated. I've been waiting for almost 2 weeks to get a response to my latest ticket despite chasing several times. I beginning to regret renewing my contract with them and certainly would not recommend to anyone else.

Our broadband went down last Wednesday afternoon - a branch across the line 50 yds from our house. I notified them immediately and sent pics so they could see the damage. An engineer was due to call Friday morning but was a no show. Monday an engineer rang and said he couldn’t fix it - they needed someone ‘trained to work near water’ (yes - it’s next to a stream, but you can wade across)…. Then nothing…. No calls from open reach or eclipse, so we have to keep chasing up all the time - and it seems you can only now do this on chat - the old phone number doesn’t work - and I have to say that I’m wondering if now I’m talking to a bot because the same phrases are used again and again, and some details I’d given about my illness making this all the more difficult were met with no comment at all!!
And the wait for reconnection continues… with no one seemingly able to give us any indication when this might realistically be…..
We have been with eclipse for years and they have previously been very reliable - it appears this time is over…..

I just chatted to Reece from Eclipse’s Customer Care team who was very helpful for the four issues I raised with him. Great support and Thank you.

Eclipse have now assured me that the matter of incorrect billing has been resolved so I am chaning my review to reflect this.

The customer service adviser Richard was very patient and helpful and I am deeply grateful to him for his help.

Shout out for engineer Alan Howells, who has sorted our very recalcitrant (and complicated) issues around our inability to access the internet and everything that flows. Excellent service! Thanks Alan

The last time I had a problem they told me it had to be my own equipment. An openreach engineer came round and took 10 minutes to locate the fault in the outside cable. Now I have a problem and eclipse won't even answer my emails.

We have been an Eclipse customer since 2010 when they were a small startup in Exeter. Recently we closed our account as we were moving to London and could get HyperOptic. The last few years with Eclipse has been nothing short of disastrous. The speed of the broadband in our location in Devon was terrible, constant outages, poor service. But shutting down the service was the worst!
They claimed we hadn't notified them, charged us sudden hikes in price one month without telling us why or sending an invoice, and then charged an extortionate amount for the final invoice, for 2 months of provision that we did not use.
I cannot say strongly enough that you should NOT go anywhere near them these days.

After initial delay due to a line fault, full fibre up and running. Wireless connectivity dropped and issue sorted same day. Still had problems with phone line connection and this was also resolved quickly . After some years of being with Eclipse or KCOM as was , good to know that the service hasn’t changed too much. Praise must be given to Liam for his assistance.

Outstanding customer service from Liam today, at Eclipse. He sorted out everything, including technical issues around new router installation, with great kindness and efficiency. Our whole family is grateful to him.

Thank you Marie, for being the best Eclipse customer services representative I have ever spoken to.
Your patience and understanding, talking me through an easy fix problem to you, but huge monster for me, was exemplary.