Eclipse Broadband Ltd Omdömen 497

Richard was quick to find a quick resolution by going the extra mile in helping me where others had not previously been prepared to. Too much “these are the rules” present in IT support, I’ve experienced and Richard displayed the complete opposite. A truly customer centric approach and attitude. Thank-you!

The adviser, George was friendly and helpful. I had two issues, one with my parents' account and one with my own. He sorted both out as far as possible (one issue was dependent on OpenReach supplying the appropriate hardware), and was clear about what would happen next.

Confusing issues were sorted quickly and Laura explained the points several times to ensure I was clear. She also summarised the information allowing me to repeat issues for clarification. She supported my worries by explaining clearly the implications.

Despite responding to Trust Pilot review wanting more information Eclipse Customer Care Team have failed to acknowledge my complaint regarding harassing out of hours calls ( I gave information). You can't speak to Customer Service by phone,Linda in accounts reassuring
re payments I appreciated explanation regarding Eclipse applying my payment wrongly,then telling me I was in arrears. Despite being a customer for 20 yes plus this appears to mean nothing . Despite responding to this review I have yet to be contacted, shocking customer service

I had an eclipse broadband and e-mail service which was terminated by the company as from 126th Jan 2026. After that date, I had assumed that the service would terminate automatically.
It seems that the account was transferred to Home Brtoadband of Horsham Sussex. For the past two weeks I have been bombarded four times a day with phone calls telling me I owe money. I have spoken with Home Telecom staff on four occasions and assured that the account would be corrected and closed. But I still get these nuisance calls. I feel that this is coercion and would not recommend anyone to uses the services of Home Broadband. I shall raise the issur with Offcom.

This is a follow up to my previous complaint about this companies fraudulent and harassing action. I have written a formal letter of complaint to their useless Customer Care Team, copy to Ofcom and other companies of interest. They replied accepting I have terminated my contract, even offered an Amazon £25 voucher to return - as if I would ever return. However, it has not stopped them sending automated text and voicemail messages warning me my broadband is at risk because of unpaid bill of £11.90 (false & malicious accusation). I have never had broadband with these idiots! 17 voicemail and 23 text messages on my phone so far, sent every morning & evening plus weekends. Clear case of harassment, legal action next! What a shameful company to deal with.

The problem I had was of my own making. However, the member of staff who took my call (Aayush) was very helpful. He took the time to explain how to fix the problem and emailed me the step by step process required. Very helpful, and a pleasure to talk to.

Switching from copper connection to fibre has been a nightmare. It started mid November, and I am still waiting. Eclipse used to be great at customer service, with a named person dealing with communications. Now it is a long wait to get through, then you have to start all over again. No one takes responsibility and there has been a number of miscommunications from the company. I have been promised callbacks on 3 occasions, but never received the callback. I now have yet another date (forth one), if I am let down again I will be switching suppliers.
Very poor customer service with lack of communication from the company and staff taking no response ability.

I had major problems with my email accounts which I had tried to sort out.
After speaking to George who was so helpful he resolved the problems completely

I have been with this company for almost 20years..
Used to be great, but never had an email to say contract was up, then speed almost disappeared and when contacting them, only get response to say it's sorted?? .... Oh no it isn't....
They still take the money though. No correspondence from them since even though I've messaged them... Time to go elsewhere..

Since the website migration. in mid December. Firstly locked out, and lost e-mails. Recovered about a week later. But still cannot send emails . Apparenty other providers block this company,, I am guessing on security grounds. Apparently Their customer services does not consider Email to be part of the internet?? and will not give a time scale for a fix. Apart from repeated 20minute waits on the phone. Refused to escalate to management.
Update 19/1/26:Still the same Not able to log in to My Account, Email not sending. No response fro eclipse.
Updae 14/2/26. Still not able to send emails or log in to site. They have not contacted me to tell me the situation. Their reply is an absolute lie.

One of our clients has lost email functionality ( primarily to and from AOL/Yahoo) since the migration was done mid December. We have raised numerous cases, tried calling with no answer, tried the online chat which resulted in us being told that they are only a basic technician therefore can't help whatsoever and that we should wait for an email reply to the case which has not happened. In short awful communication, bad practices and non existent support. Not a good word to say about them really and we are left with a client that can't go about their business for weeks which is just unacceptable.

We have been with Eclipse since at least 2009 as they were recommended by a local computer company when Eclipse was based in Exeter. Our business website was taken offline on the 16th December when the hosting provider was changed. No portal login details were received. Chased by email 20th and 2nd Jan. Received portal login details 5th Jan. Then there is a problem accessing the portal website using home Wifi! Had to use a mobile phone with data. No emails received to warn others about this known issue. Then a problem if you clicked Open Web Portal. Now fixed (Wifi issue not fixed). Since then I have tried to get my website back with no success. Tried contacting technical support and was asked to use a button to report missing data. That doesn't exist. I am later told to attempt a 'Self Transfer' and then report the problem. Tried this and it didn't work. Thinking outside of the box, looked for the FTP upload details to try and upload something as a test. We shouldn't have to re-upload our website. The website doesn't connect in Filezilla. Looked for Technical Support before writing this. Offline. It was offline for a period yesterday before I got through too. No mention on their website of closure at lunch times. If you've made it this far, still paying and still no website from the 16th December. It is so wrong we have had to write this.

Sarah sorted out a significant problem with expertise and charm. Most grateful

HOW THE MIGHTY HAVE FALLEN
As long-standing customers we are appalled at the shambolic and unsuccessful handling of domain migration.
Despite our early reporting (17 December) of major problems (they still can’t get certificates sorted preventing access to webmail and the new portal by Windows machines) and repeated follow ups by us - the system still does not work.
It is a fundamental requirement of a broadband company that they understand IT. Eclipse Broadband fail this basic step.
The failure does not stop there. They failed to provide basic information for domain migration. They failed to set up their system properly. They failed to engage with complaining customers in a timely manner (or indeed at all) - listening politely to complaints and then doing nothing does not equate with engagement.
They failed to respond to a LinkedIn comment to their CEOs recent self-congratulatory post about Eclipse Broadband.
In short, they have become a complete shower that have zero technical ability. Have they laid off their engineers to make the numbers look better?

SUMMARY
Don’t touch them with a barge pole.

UPDATE
All sorted now after three and a half weeks of waiting. The fault was all at the Eclipse end resulting in an update at their end that sorted the problem. Pity it took them so long to realise there was an issue.

George……A member of your team ….was Great……Very Helpful & kind …….his passion for his job was clear …….congratulations on your team ……..
Best
DJ

They have just done our domain migration and almost completely messed it up and causing us problems receiving some emails. Our I.T. company have tried to contact them several times, they have been kept waiting on the phone for around 30mins and just gave up. Please Eclipse get your act together. Still having the same issue and hear we are Mid_January 26. Just not getting anywhere with Eclipse at all.

Terrible service after being a longstanding customer. Business websites and emails haven't been working for three days and it is impossible to get a response from Eclipse despite raising an issue ticket three days ago.

I have had a a .com domain regsitered with Eclipse. Recently they have decided to change their suppliers and have sent a series of emails with information. A phone call to their user support assured me that the service would be continued. However the domain has disappeared and I have no information on how to access is, despite this being promised in the emails.

We had a problem, it seemed critical to our business, the team at Eclipse Broadband showed both personal and business empathy thanks to the wonderful leadership of Nigel Barnett and Russell. Problem not resolved yet but I have high confidence in this team. They've demonstrated again that there are some companies out there that really care!