moobsuk
0
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:
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!
)
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?
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!
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?























