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Eclipse and there lack of support/services & anything else!

For my first post shall be a slight rant :crap:

I have been a customer of Eclipses for approx 5 years, and up until May 08 have never had a problem (sent 8 other people their way :( )

Sent several support tickets from May 08 stating very poor speeds etc, to be told by their CS staff the following:

"The package you are currently on (Evolution Option 4) is a uncapped product and tends to experience lower speeds due to much higher usage. As such we have discontinued all our home based uncapped packages in favour of usage based products, these will generally provide speeds close to the maximum that your line can support.

I have placed your connection on a new package trial profile for a period of 7 days. If this resolves the speed issues you are currently having it may be worth considering regrading to a new package"

From the above that I have taken from my support ticket, they basically told me that the uncapped product I was on would achieve a lower speed than one of there "newer" products, I was paying more for there uncapped product but was reciving a much lower speed!

Now I have finally decided after 5 years to move ISP's, I rang Eclipse support to request my MAC code, only to be told that I now have to pay £69.99 charge for breaking my 12 month contract, I only changed the product I was on (Evolution 4) because I was recieving abissmal download speeds ( prob due to Eclipse throttling peoples "uncapped" products to shift them on to there capped managed system but this is just my personal opinion! :p )


My reason for now changing ISP is due to the latest cacktastic service from Eclipse!since Friday 9th Jan I have had no internet connection, it amazingly reappeared on tuesday morning sometime! spoke with Tech support firstly to be told it was my end! then on Monday I noticed they had posted a ADSL service outage on their service status, so obviously not my end then!

And to top it off there technical support is crap too, I rang them on Monday evening at 7:25pm sat in a call waiting queue until 8:06 to then be shunted back to the start of the call system, to be told "sorry technical support is now closed" So I even paid for a 41 min phone call to not speak to anyone!

So does anyone think that this £69.99 charge can be dealt with? should I lodge a complaint with the ISPA?
 
Have you got all the proof you need to show they are causing the loss of speed to try to move people over?

You could try talking to the ISPA but normally they take action after three months if you cannot resolve the issue.

That said no ISP can refuse a MAC key or with hold it for payment if they say you owe money they have to give the MAC then persue the claim by other means.

So if you have proof of requesting a MAC and thye do not deliver it within 5 working days complain to OFCOM as they are breaking the OFCOM code for supplying MAC keys.

Also dont forget to review your present ISP http://www.ispreview.co.uk/review letting others know.
 
Eclipse Review direct link:
http://www.ispreview.co.uk/review/products/195.html

Firstly, as Kits states above, the MAC code is separate from your contractual issues so you should be able to get that without having to pay any sort of charge. If not then they are in breach of Ofcom's GC22 migration rules. The contractual issue remains separate so I hope they're not withholding the MAC until you pay up because that is not allowed.

As for the contractual issue itself, it would appear that you have some grounds for making an official complaint and the best place to do that is via Eclipse/Kingston's Ofcom approved complaints handler - CISAS. I'd also complain to the ISPA and Ofcom just for good measure.

However to avoid black marks on your credit history it may be best to pay the full cancellation penalty and then claim a refund to compensation from it later via your complaint process.
 
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Thank you very much for the responses, yes I am intended to pay it and try to reclaim it back, I have posted a complaint via ISPA, I have been to the ofcom site too.

Why are they so bad? they used to be very good!



Eclipse Review direct link:
http://www.ispreview.co.uk/review/products/195.html

Firstly, as Kits states above, the MAC code is separate from your contractual issues so you should be able to get that without having to pay any sort of charge. If not then they are in breach of Ofcom's GC22 migration rules. The contractual issue remains separate so I hope they're not withholding the MAC until you pay up because that is not allowed.

As for the contractual issue itself, it would appear that you have some grounds for making an official complaint and the best place to do that is via Eclipse/Kingston's Ofcom approved complaints handler - CISAS. I'd also complain to the ISPA and Ofcom just for good measure.

However to avoid black marks on your credit history it may be best to pay the full cancellation penalty and then claim a refund to compensation from it later via your complaint process.
 
It seems to me they started to go downhill once they were bought out (I think they were bought by Kingston).

They did used to be very good, but their reputation has fallen over recent years. I used them a few years ago.
 
The straw that broke the camels back was the waiting 45 mins for tech support then being told tech support was closed for the day!
 
It gets better! Have recieved an email from Eclipse Customer Relations!

Dear Mr Parsons,

Thank you for your email. We are sorry that you needed to complain about the service we offer. We will investigate and contact you when we have reviewed all the details.

Our target is to deal with your complaint within 28 days. However, in most instances we will resolve the issue more quickly. If our investigation takes longer than 28 days we will contact you.

The Code of Practice is available to view on our web site http://www.eclipse.net.uk by clicking on the legal link at the bottom of the screen.

Kind Regards,

Helen Haynes
Customer Relations Executive
Eclipse Internet

Is that right? they can now take 28 days to investigate my complaint? I thought that an ISPA member had 5 days to comply?

Oh and for anyone wishing to raise a complaint with the ISPA about eclipse, if you are having trouble locating them in the drop down list, thats because on their they do not go by the name of Eclipse, they use their parent company KCom..... Im pretty sure that they did that to mask there identity so as to not get to many complaints!
 
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