Eclipse Broadband Ltd Reviews 475

I've been with Eclipse for over 20 years, and they have withdrawn my long-used personal email with only a few weeks notice. This has meant a lot of work for me as I amend my details with many different institutions. Very little help available from staff. Also, there is no easy fix for backup - can only do one email at a time. Further, prompted by this, I have found I can get a better service at half the price elsewhere...

Ive beem with Eclipse broadband since 2003, the small company that started in Exeter, I believe from Ex Demon internet employees, so the folk law says. They were taken in by Kcom, and the support continued to be good. More recent years this Global4 has taken them over, and thats where all the poor reviews are coming from. Up until 4 weeks ago, I had no visibility of any of the issues, when after seeing neighbours getting full fibre updates I put in a request for full Fibre. my origional package consisted of two static IP address and smtp email forwarding.
3 weeks before the upgrade my line went down and I was down for just short of a week, being fobbed off by one very polite engineer after another, until Sarah who is often praised in the 5 star colomn intervened and I had my service rectified, this was not a line fault but an eclipse and Nasent infrastructure change that was not comunicated.
so updated all my static information across many configurations. a week later and my fibre is installed and its like groundhog day all over again. upgrade was tuesday its now going to be friday before I see my service fully restored If im lucky, as thats tomorrow.
Eclipse are relatively expensive when compared to other broadband providers so you would expect a better service. I will stay with them if its fixed tomorrow, but if I was looking again, it would not be eclipse.

Like another reviewer, I've been with Eclipse over 20 years. I wrote them a good review a year ago, but my latest customer experience is far from good.
Over the last months I'd received several mobile calls from a number I didn't recognise, so for safety ignored them. If they're genuine, the caller can leave a message. Today, I (accidentally) answered one and the caller said he was from my broadband provider and wanted me to give him security details before continuing. Being suspicious, I declined and asked him to text or email using the details he should have. An email duly arrived from Eclipse wanting to speak about my account, so I phoned and after 8 mins the call was opened then immediately dropped. Called back and after 22 mins I gave up. Then used Eclipse's online chat, related the above, and received the suggestion that I need to phone the accounts section - and he was evidently unable to ask them to contact me!
Some questions - why on earth phone me 4 times, leave no message, but not use text or email? Why should I endure 30 mins holding onto calls while they continually thank me for my patience? What use was their chat service?

Something's become disjointed with Eclipse's systems. Customer service looks due for a good talking to or customers will walk..

Completely lost broadband access on 23/09/2025 due to a problem which I initially reported to Eclipse, but was eventually identified is having been caused by a change made by BT.

As of yesterday, everything is now OK and I would like to thank Sarah for her help in restoring my access.

I had a new router delivered as my old one was outdated with insufficient security. I installed it and connected with it on my PC, but there was no internet. I phoned Sarah on the helpline and she guided me through reconfiguration of the router with great skill and patience. Everything is working fine now.

Patience of your representative. Most kind and helpful for a technophobe in his mid80s.

have been with eclipse for a long time- first my emails could no longer be sent and then emails would take 20-3 0 mins to come through which makes a nonsense of one time codes.
cancelled my account
eclipse messed up the MX settings so my new supplier could not pick up my domain.
have spent HOURS listening to eclipse recording thanking me for my patience.
Well I have run out.
This is nothing to do with the people I do speak to who have been polite and have tried to help.
this is a systemic problem with this company- I strongly advise you look elsewhere.

Have just ordered a fibre broadband upgrade. Laura from the Eclipse Broadband Team has been extremely helpful, answering all my queries I had and arranging an installation date and all the paperwork. This has always been my experience with Eclipse since 2004 and I would not contemplate any other provider .

Fast pickup on phone and response. Clear understanding and analysis of problem. Talked through possible problems and was soon sorted. Very patient explaining to a nontechnical person!

Very quick and effective help from George, hence the maximum score. Really impressive. Outside of his control, by the way, but wait time for connection was long.

Re. my previous review - I was right aout the debt collectors.
- In spite of having paid the £22.72 which Eclipse did not tell me about before referring it to debt collection
- In spite of the person I spoke to at Eclipse telling me that he would phone the debt collectores right away and get them off my back
I have now had another aggressive letter from LCS saying I owe money and that I haven't done anything about it.
These people will now hound me for months!
Thank-you so much Eclipse for the stress you are causing me.

Norbert is a very helpful young man. I explained that I was elderly and registered partially sighted and he spoke slowly and clearly and helped me sort out the problem.

I emailed to cancel my service with Hive phone service, giving sufficient time. However they state they don't open emails unless the email address is the company name so they won't accept my notice and claim I still owe them money.

Just spoken with Sarah, couldn't have been more helpful. Thank you so much!

I had a little difficulty setting up my mother’s new broadband connection yesterday. I called the technical helpline and spoke to Sarah and Marie, they have to be two of the most helpful people I have ever dealt with. On the few occasions I’ve spoken too eclipse I’ve always found them helpful, but these two go above and beyond. Brilliant!!!!

I raised a query with a member of the Eclipse Technical team last Monday about how to achieve a transfer of a web domain register to me, to another member of my club, to which the domain is linked. Five days later, and still no update, I was ow additionally unable to login to my Eclipse billing and thus unable to discover why my monthly invoice had almost troubled.

The Eclipse website, which is becoming more and more unresponsive, directed me to NASSTAR, who in turn denied that I had any customer relationship with them. They directed me to Global 4 who apparently don’t answer their phones at all.

I mention all this because it was becoming clear that communication to sort out my difficulties was becoming more and more unresponsive.

Now to the point: I rang Eclipse once more and got through to George. In short, he could not have been more patient, nor more responsive in trying to resolve my difficulties. These were clearly not issues he had faced before, but he pursued them assiduously, discovered the right people within Eclipse to deal with the problems, and I am confident that we are finally, after all my despair and time wasted, on a positive track.

Well done George and thank you very much.

Alan Woods.

I wanted the best broadband speed for my needs and Sarah recommended the service I have requested, And, it was cheaper than my current package. She was so friendly and knowledgeable throughout the whole process. The reason I have stayed with this company for over 20yrs is the helpfulness of the staff. Well done to you all.

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.