KCOM Reviews

I have been with Eclipse for about 6 months now and service has been very reliable and I get 6Mb %90 of the time which what my line syncs at so I am happy with that.

I did have one issue a few months back but that was an issue with BT and I found the eclipse technical support to be very helpful and they recified the fault quickly.

Im very satisfied with the service so far.

When i joined eclipse in 2005 they provided great speeds and access to newsgroups with no throttling. By 2007 they were restricting my access with peak time throttling and port blocking. They allow access to newsgroups but throttle the bandwidth so downloading is impossible (they refuse to admit this) i had spoken to customer services but they ignored me by "opening a ticket" and just told me to use a speed tester that didnt operate properly. When confronted with evidence of slow speeds they still refused to acknowledge a problem and even sent me a letter to say how abusive i had been and that if i had got a problem with their service i should take it up with their complaints team. They also had the cheek to sign me into a 1 year contract when i moved house even though i had already been with them for over a year!

All in all if you sign up with eclipse expect
1) Traffic Management
2) Bandwidth Throttling
3) Unresponsive and arrogant customer service

I have now moved to "fast" broadband :)

Same problem as others. With a legacy account with the company the speeds are just being throttled so much fo some services that it is useless. Used to be very good but not any more - time to look elsewhere.

Slower and slower speeds
Useless customer support
Liars

AVOID ECLIPSE !

See my detailed review at http://www.ispreview.co.uk/talk/showthread.php?t=27511  

I've been a user of Eclipse Internet for nearly 10 years on and off. Over that time I've recommended them to a number of people, including several members of my immediate family.

For a long time their service was excellent -- fast connectivity, reasonable uptime, generally helpful as and when there were (infrequent) problems.

Over the last 12 months, things have gone rapidly downhill. At first, there were a couple of long and poorly explained outages, with no kind of proper apology or explanation.

More recently, it seems they have unilaterally decided that they no longer wish to support their long-standing and loyal customers if those customers happen to be on legacy contacts which they don't want to honour.

Rather than simply contact me, explain that they want to migrate me to a new contract and propose a suitable alternative, they have been surreptitiously 'traffic managing me'. It's become progressively worse over time until it's now impossible to watch an iPlayer video any time but during the middle of the night.

To quantify it: I signed up (and paid a lot at the time) for unlimited 8 Mbps downstream. I am routinely getting performance during peak hours of lower than 200 Kpbs.

It's transparently clear this is a commercial decision they have made, with absolute disregard for loyal customers; and that's after milking me for years for capacity that I rarely fully utilised.

Suffice to say I'm leaving.

But more than that, this is just shoddy and unethical business practices. Rather than being honest about their behaviour, when I did complain I was passed around from department to department, various members of technical support vaguely trying to upsell other packages to me which in one way or another offered less favourable terms than the legacy package I was on, without any kind of inducement or incentive apart from punitive traffic shaping treatment masquerading as "a possible technical problem".

When I confronted one employee about this on the phone he owned up and said, "there's nothing I can do -- I'm not allowed to."

I would strongly advise everyone to steer well clear of this company. Well-run businesses do not treat their customers like this, do not ask their staff to lie for them, and do not practice underhand and cheap tactics to migrate them from one service to another.

A great shame. A good service has been sacrificed to misguided short term earnings forecasts. Result will be a dramatic rise in cancellations and an up-tick in churn.

Someone at KCOM Group Plc -- PAY ATTENTION. Your Eclipse Internet asset is being mismanaged.

Eclipse Internet is an awful ISP provider that has gone down hill fast since their sell out a couple of years ago.


With a Eclipse Fair Usage Policy time that applies between 9am and 11pm daily' makes it hard to stay within your Broadband usage.
When do Eclipse think your going to use the internet 3am in the morning.


Phoned up to report a problem with my speed, they informed me that it was not a problem but they have capped the speeds on purpose so that users would go to their "new" packages.


Not recommended' avoid this I.S.P Company

The good news.
I switched to 02 excellent I.S.P Fast reliable speeds. Super customer service. Totally reliable, wished I had done it a long while ago. Highly recommended.

I have been with Eclipse for a number of years and currently very happy with the service. They seemed to go through a bad patch a while back and speeds were not that brilliant but they seem to of turned the corner now.

I'm quite a heavy downloader and getting very good speeds.

I've been a customer of Kingston for about 6 months now, and Mistral for several years before that. Mistrals webhosting (they haven't merged up yet) is excellent, fast response and uptime so close to 100% that I can only vaguely remember the last time it went down (4 hours about 6 months ago I think).
Their ADSL service is a different matter. It was excellent (2Meg running at 2Meg) until last autumn (2008) when it started to run slow. A good day now is 1 meg and a bad day (like today) is dialup speed - 50 - 100K). It's been like that for several months and their help desk don't even bother replying to notifications about it. I know it's not this end and I know the line is fine, and their customer relations people admitted that they know they have a problem. But that was months ago and it's still the same!!!!

I joined Eclipse Internet back in 2006 when they were rated in the top 3.
It all started to go downhill with low speeds, connection drops.
The past 8 months have been the worst!
I was receiving less than 0.5MB for several days in November 2008. My line had been receiving over 5MB.
I was told the BT exchange was the problem so I should contact BT.
5 weeks of BT engineers checking my line and exchange. After another call to Eclipse I was told the problem still lay with BT.
I dug 70 meters myself to get a new piece of cable from my property to the BT pole.
New line and no improvement. Eclipse told me it was my router! My router was a older Belkin model and I needed an ADSL+2 router to accept high speeds.
So I went and bought a D-link ADSL+2 router, my speed was worse!!!!
I was then given a sales pitch about switching to their new Home pro package which would provide better speed.
After expressing my extreme dissatisfaction up to this point the technician put me on an "open traffic profile on their new high speed service" to monitor the line and bandwidth for a month.
Less than 24 hours later an Eclipse supervisor rang me, he'd taken me off this high profile as this was against their policy.
After reading scathing internet reviews I requested my MAC code. I was told it would take up to 5 days. Which of course it doesn't! A MAC code can simply be generated from the BT Wholesale site and given to you over the phone.
After a call each day I finally got someone who gave me my code. Mention "Ofcom" to them and you always get a different response.
I was advised that I would be charged next months fees as I hadn't migrated early enough to miss the "charge" period!
My “new” ISP (Currently in the top 8 on this review website). £24.99 a month (1 month contract) sounds good to me.
Signed up and received an invoice from my "new" ISP for over £70.00!!!!
I get straight onto my “new” ISP and informed that I'm on an LLU line and NOT a BT ADSL Line.
Eclipse had installed their equipment into the exchange and transformed my BT ADSL line into LLU.
I was on their equipment and NOT BT. No wonder BT couldn't find any problems with my line, I wasn't even on BT equipment.
On LLU ISPs have full control over your line with the ability to throttle.
Eclipse's equipment brings customers across to the Tiscali network, they changed my line without my consent or knowledge. They read from scripts and have hidden agendas.
Their technicians "seemed" like they were trying to help, I believed every word!
Don't trust these guys, and existing customers get out of there. You will have to pay to get your line back onto BT equipment though!

Currently on their Home Pro product and generally get near sync speed of 7Mb dropping down to 5-6Mb at peak times.

Been on this product a few months and no issues so far.