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KCOM Sells UK Broadband ISP Eclipse Internet to Global 4 Group

Friday, May 21st, 2021 (12:05 pm) - Score 3,648
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Hull-based UK broadband ISP KCOM, which was gobbled up by Macquarie Infrastructure for £627m in 2019 (here), appears to have sold their off-net Eclipse Internet base to the Global 4 Group for an undisclosed sum. By the looks of it the provider will now make a return under the Eclipse Broadband name.

Eclipse used to be quite a popular UK provider of broadband, phone and other network services, at least it was until 2004 when the Hull-focused KCOM Group gobbled it up for £12.5m, seemingly as part of an ineffective attempt to expand outside their incumbent patch in East Yorkshire. After that the brand slowly receded from the mainstream view, although a fair few customers remained.

However, a report from last year indicated that Macquarie intended to carve up the KCOM business in order to focus on its core network and fibre expansion (here). KCOM is currently in the process of investing £100m to build their Fibre-to-the-Premises (FTTP) broadband network across more of East Yorkshire and North Lincolnshire.

Customers on the old Eclipse Internet base have now informed ISPreview.co.uk that they’ve received the following communication from KCOM, which states that they’ve been sold to the Global 4 Group. The operator has also confirmed this.

KCOM’s Email to Eclipse Customers

We are writing to let you know about exciting changes happening here at Eclipse.

Currently you are invoiced by Eclipse, part of the KCOM group of companies who provide and support your services. There have been some changes behind the scenes and your contract and services will now be delivered by Eclipse Broadband Ltd, part of the Global 4 Group.

The acquisition will no doubt add to the Global 4 Group’s other residential brands, which include names like Fleur Telecom, Home Telecom and Weekly Broadband.

Nigel Barnett, Global 4 CEO, said:

“To acquire this prestigious customer base has been a long time in the making and, after our purchase of Fleur Telecom from the DWS group in January 2020, complements our standing in the marketplace. Further expansion is planned over the coming year. Rollout of FTTP across the UK has our main attention.”

Dale Raneberg, KCOM CEO, said:

“We’re delighted to be part of this new partnership with the Global 4 Group. We look forward to building on an already successful relationship based on the expertise of Global 4 in the residential market and KCOM as one of the country’s leading infrastructure providers.”

KCOM states that Eclipse’s services will continue as KCOM Group Ltd for a short period (related products will also continue to be provided over KCOM’s infrastructure), but will then transfer to Eclipse Broadband “within the next few months.”

Leave a Comment
24 Responses
  1. M&M says:

    Eclipse were my first ever broadband provider, excellent customer service as I remember. I did look to go back to them once but saw only mainly business packages. They didn’t really seem to target the consumer. Hopefully this will now change with this sell off?

    1. R Walker says:

      Same here first ever ISP I used but it all went down hill very fast as they got to big for the support team.
      Takes a huge effort to get back a good name once lost!

    2. Eclipse Broadband says:

      Hello M&M,

      Over the coming months, we will have a big focus on the consumer part of the Eclipse base and will be launching a range of new superfast products to help our customers with a fast, reliable connection, whilst providing 5* services. Our B2B division Global 4, which has over 20 years of experience in B2B telecoms will also be able to bring a range of knowledge and experience to help support the business customers in improving their solutions.

      We hope to hear from you in a few months when our new packages are launched and welcome you back to Eclipse.

      Warm regards,

      The Eclipse Team

  2. Julie A says:

    remains to be seen if the service will improve, we’ve been with Eclipse for over 15 years but the last 12 months it has been atrocious.

    1. Eclipse Broadband says:

      Hello Julie,

      We’re sorry to hear that this is the case and be assured, our support team would love to help you. When we send you out the next letter confirming the date your Direct Debit will switch to us, you will be only a couple of weeks away from us serving you and helping resolve this.

      We look forward to speaking with you soon.

      Warm regards,

      The Eclipse Team

  3. Damien says:

    I didn’t even know Eclipse were still around! They helped me with flyers back in 2000 when i was campaigning in my area for ADSL – god bless them 🙂

    1. Eclipse Broadband says:

      Hello Damien,

      If you’re looking for a new provider, we’d happily welcome you back!

      Warm regards,

      The Eclipse Team

  4. AndyC says:

    I’ve been with Eclipse for years. Were excellent to begin with but had serious issues under KCOM including losing ADSL service completely for several days a couple of years back. KCOM support were clueless and told me I needed to raise it with BT which is utter nonsense. Naturally BT told me that I did not have Internet from them and they could not help. Things have been more stable recently so I hope they remain so through the transition.

    1. Eclipse Broadband says:

      Hello Andy,

      We’re sorry to hear of the experience you have had in the past. Don’t worry, there are no physical changes to your services at all, just that rather than Eclipse, part of KCOM billing you, it will be Eclipse, part of Global 4.

      We look forward to welcoming you on board and hope you have a pleasant experience with our teams.

      Many thanks,

      The Eclipse Team

  5. John Barrett says:

    We left them due to promised 80-20 change that they couldn’t/wouldn’t delver. It was a very good ISP that went down hill over the years.

    1. Eclipse Broadband says:

      Hello John,

      We’re sorry to hear this was why you left eclipse.

      We plan in the next 6 months to launch a new range of products for eclipse, including fibre up to 300Mbps!

      Feel free to reach out to us then and we would love to welcome you back.

      Warm regards,

      The Eclipse Team

  6. Montgomery Wick says:

    I remember back in the day, these guys were the real deal, there tech department knew there stuff, and they actually rang you back to talk through things, it was great…. I had adsl at the time,they stopped supplying home at some point and earned quite a bad name, and the rest was history,I wish it was like that now, with other companies, especially advice.

    1. Eclipse Broadband says:

      Hi Montgomery Wick,

      We know exactly how you feel here and how important it is to be contacted. As a family run business, our agents take ownership of faults to have a direct 1-2-1 relationship to support our customers. We on average resolve all faults in 1.5 working days and answer our calls in around 2 minutes.

      We hope to welcome you back to the Eclipse family.

      Many thanks,
      The Eclipse Team

  7. WilliamJ says:

    We’ve been with Eclipse for a number of years and they provide excellent and reliable broadband at a reasonable price. Whenever I have had problems (very few) their technical department have been knowledgeable and helpful. Their robust webmail has never let me down and is mercifully free of spam. Keep up the good work and let’s see an Eclipse front-end web presence so that I can recommend them to others.

    1. Eclipse Broadband says:

      Hi WilliamJ,

      Thanks for the great feedback. We’re pleased to hear you’re having a great service and you’ll be pleased to know the service itself is not changing.

      Thanks for the suggestion. We’ve got lots of plans for new products to help our customers over the coming months.

      Many thanks,
      The Eclipse Team

  8. Roy White says:

    I have been with eclipse since the dial-up era. I broadly agree that their excellent reliability has dropped since KCOM. My main grouse is their data-capped packages. In these days of Internet TV and streaming they look pretty lame. Most other providers have been unlimited for some time now. If they don’t introduce a reasonably priced unlimited broadband and phone offer I shall be off to Plusnet or Shell.

    1. Eclipse Broadband says:

      Hello Roy,

      Thank you for your feedback, which is really helpful to hear.

      We completely understand that for some customers, the restricted data plans might not work. The good news is that in the coming months we’ll have a range of new superfast unlimited broadband packages, and a range of great value call packages too.

      Please do get in touch with us in a couple of months and I’m sure we won’t disappoint with the new packages.

      Many thanks,
      The Eclipse Team

  9. Stuart says:

    I got two of these e-mails, and I switched away from Eclipse eight years ago!

    Initially my scam detector went ping, but now I can see what happened. Looking at that quote from the CEO about wanting to “acquire this prestigious customer base”, that’s what we were. Except that when the Macquarie executive said “here’s a memory card with all out old user data on it”, they meant just that!

    1. Eclipse Broadband says:

      Hello Stuart,

      Thank you for your feedback.

      We are sorry to hear that you got these communications, even though you are not a customer.

      We will investigate this to make sure it does not happen again.

      Many thanks,
      The Eclipse Team

      We completely understand that for some customers, the restricted data plans might not work. The good news is that in the coming months we’ll have a range of new superfast unlimited broadband packages, and a range of great value call packages too.

      Please do get in touch with us in a couple of months and I’m sure we won’t disappoint with the new packages.

      Many thanks,
      The Eclipse Team

  10. Eclipse Broadband says:

    Hello Stuart,

    Could you please email me at customer@eclipsebroadband.co.uk and put FAO Jonathan Tree with your email address that the notification went to and if possible, your account number.

    It might be that you still have a free eclipse email address that has not been cancelled, but if you have provided the details above I can look into this for you.

    Many thanks,

    Jonathan Tree
    The Eclipse Team

  11. Liam JC says:

    Good to hear Eclipse is back in the residential broadband game. I’ve been with them since 2003, never had any connection problems, never had to contact support. They’ve remained 100% reliable for all that time.

  12. Ken Hall says:

    Good to hear that Eclipse is having a relaunch. I’ve been a customer for over 11 years. Never had a problem except that Gmail seemingly randomly delays delivery or blocks entirely my emails to Gmail addresses (without telling the recipient either!). I raised this issue nearly two years ago with Eclipse but it’s never been fixed. I was told I’m not the only Eclipse customer with this problem. Any chance of progress? FYI, Gmail returns the message:

    This is an automatically generated Delivery Status Notification.

    THIS IS A WARNING MESSAGE ONLY.

    YOU DO NOT NEED TO RESEND YOUR MESSAGE.

    Delivery to the following recipients has been delayed.

    The reason for the problem:
    4.3.2 – Not accepting messages at this time 421-‘4.7.0 This message does not have authentication information or fails to pass\n4.7.0 authentication checks. To best protect our users from spam, the\n4.7.0 message has been blocked. Please visit\n4.7.0 https://support.google.com/mail/answer/81126#authentication for more\n4.7.0 information. j14si435695wmq.72 – gsmtp’

  13. DAVID RALPHS says:

    I am a domestic customer and previously lived in Hull so had eclipse broadband.
    Then moved to Lancashire 18 years ago but stuck with eclipse.
    What will these new changes mean to me?
    Will there be a good package for land line, internet connection, free phone calls etc?

    Regards
    David

  14. Peter Mackness says:

    I was feeling positive about Eclipse becoming well known again but the portents today don’t look good.

    Today logged on to Eclipse Portal – why has it shrunk? Why haven’t we had a letter announcing changes? Where are my alias email addresses?

    Is the ‘new’ Eclipse plan to get us to buy into a whole range of new and more expensive packages?

    Answers please.

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