ISP Reviews by gjbm

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.