Eclipse Broadband Ltd Anmeldelser 

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.

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!

As the other reviews say, I've been with Eclipse some 15 years. I have had a static IP address which is used from connecting to the business remotely. Lots of our security was based around this long term static IP address. Suddenly Eclipse ( now owend by Nasstar I think ) just dropped the static IP rendering critical systems inoperative. You phone them - raise a ticket - get a response saying they the issue is fixed - it isn't -they don't reply for weeks. If you have an account with them you really want to consider moving..

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.
Update in reply to eclipses feeble apology. This situation has gone from bad to worse two weeks on still the wrong subnet address despite phoning and emailing for an update almost every day and now to top it off the new email and web panel that i told sales was not negotiable in my new contract does not do forwarding or smarthost that the old one does. Im having to look at external suppliers like mailgun to do this for me but im on the verge of sighting breach of contract and simply moving to someone like zen who have people who know how to look after semi pro customers
Hey eclipse id like a reply again because im struggling to get any where with support. Ill refrain from using technical in that title as they are not.

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.