Eclipse Broadband Ltd Anmeldelser 

This morning I spent some time resolving a transmission problem named with a very pleasant young lady named Celine.
The outcome is that I am now awaiting the delivery of a new router.
Celine was very calm and efficient throughout the entire process and maintained a cheerful attitude despite experiencing long waits with other departments.
If you are her supervisor reading this, you have a diamond, look after her!

Been without a broadband sevice for nearly a month now. This despite numerous calls and false promises from staff still no resolution nor a decent connection. Very dissatisfied.

I was extremely happy with your service. I spoke with a guy named Khimalli today a couple of times as I could not get my Internet and landline connected. He was very very helpful patient with me and guided me through step by step a few times till we got it sorted.
Hopefully it will stay connectedness and not cause any inconvenience.
Thank you Khimalli for your help!!!

I’ve had an ongoing issue with the loss of my internet connection and although not ideal I have to say my (many) calls were answered very quickly and all the support team were lovely but Sarah in particular was amazing. She regularly kept me up to date with the progress and was very very knowledgeable about it all and I really felt she took ownership of my case and was as keen as me to see it resolved, which it now is! Thank you Sarah!

Spoke to Sarah today at technical support who was really helpful in getting my hosting account details sorted with Cloudflare. She listened carefully to my issues and was able to resolve them.

I contacted Eclipse re loss of my internet connection and phone. Spoke with Marie who was extremely helpful, didn't use jargon and talked me through checks and expectations. Customer service at its best.

As soon as I was put through to speak to Panna, it was clear to me that she wanted to fully understand what my concerns over my recent bill were. She explained in detail all the parts that make up the bill as well as informed me about how my analogue cordless phone is connected to my router with a VOIP adapter. I felt that she answered every question that I asked and so I was very glad that I'd been put through to Panna. If she's typical of Eclipse Broadband's helpline staff, then anyone who needs help and support will feel as satisfied at the end of their call as I did. Thank you, Panna, for your help and support. You deserve a payrise at the very least

Richard was very helpful

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.

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.