"Poor customer service "

Our broadband went down last Wednesday afternoon - a branch across the line 50 yds from our house. I notified them immediately and sent pics so they could see the damage. An engineer was due to call Friday morning but was a no show. Monday an engineer rang and said he couldn’t fix it - they needed someone ‘trained to work near water’ (yes - it’s next to a stream, but you can wade across)…. Then nothing…. No calls from open reach or eclipse, so we have to keep chasing up all the time - and it seems you can only now do this on chat - the old phone number doesn’t work - and I have to say that I’m wondering if now I’m talking to a bot because the same phrases are used again and again, and some details I’d given about my illness making this all the more difficult were met with no comment at all!!
And the wait for reconnection continues… with no one seemingly able to give us any indication when this might realistically be…..
We have been with eclipse for years and they have previously been very reliable - it appears this time is over…..

"Great Support Experience"

I just chatted to Reece from Eclipse’s Customer Care team who was very helpful for the four issues I raised with him. Great support and Thank you.

"Resolved - incorrect billing after service had ended."

Eclipse have now assured me that the matter of incorrect billing has been resolved so I am chaning my review to reflect this.

The customer service adviser Richard was very patient and helpful and I am deeply grateful to him for his help.

"Shout out for engineer Alan Howells"

Shout out for engineer Alan Howells, who has sorted our very recalcitrant (and complicated) issues around our inability to access the internet and everything that flows. Excellent service! Thanks Alan

"From bad to worse"

The last time I had a problem they told me it had to be my own equipment. An openreach engineer came round and took 10 minutes to locate the fault in the outside cable. Now I have a problem and eclipse won't even answer my emails.

"Steer completely clear of this lot!"

We have been an Eclipse customer since 2010 when they were a small startup in Exeter. Recently we closed our account as we were moving to London and could get HyperOptic. The last few years with Eclipse has been nothing short of disastrous. The speed of the broadband in our location in Devon was terrible, constant outages, poor service. But shutting down the service was the worst!
They claimed we hadn't notified them, charged us sudden hikes in price one month without telling us why or sending an invoice, and then charged an extortionate amount for the final invoice, for 2 months of provision that we did not use.
I cannot say strongly enough that you should NOT go anywhere near them these days.

"We had a new Microsoft problem which…"

We had a new Microsoft problem which has now been completely resolved.

Nigel Barnett, Charles Bradbeer and Russell Turner and the team demonstrated the customer care and support that other businesses aspire to.

Thank you so much.

"After initial delay due to a line…"

After initial delay due to a line fault, full fibre up and running. Wireless connectivity dropped and issue sorted same day. Still had problems with phone line connection and this was also resolved quickly . After some years of being with Eclipse or KCOM as was , good to know that the service hasn’t changed too much. Praise must be given to Liam for his assistance.

"Thanks Liam!"

Outstanding customer service from Liam today, at Eclipse. He sorted out everything, including technical issues around new router installation, with great kindness and efficiency. Our whole family is grateful to him.

"Thank you Marie"

Thank you Marie, for being the best Eclipse customer services representative I have ever spoken to.
Your patience and understanding, talking me through an easy fix problem to you, but huge monster for me, was exemplary.