Eclipse Broadband Ltd Anmeldelser 

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.

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.