"Terrible customer experience "

I agree Customer service is non-existent. Only one contact number that is not manned. I'm fed up with hearing "Thank you for your patience". I waited to report a technical fault for over 3 hours and also online chat is non existent. Still waiting for a solution

"speed of reply excellent on a Friday…"

speed of reply excellent on a Friday afternoon

"Well nothing was working on the…"

Well nothing was working on the landline and now it is a few hours later. Thankyou to Reese for looking into it for me.

"Very easy to use the chat line and…"

Very easy to use the chat line and Reece was very helpful and informative. Thank you.

"I have a non-standard fibre challenge…"

I have a non-standard fibre challenge at my house. I spoke to Rose, explained the issues, she understood and sorted out a plan which addressed my issues. Having people like her to liaise with customers is the reason I choose to have an account with Eclipse. I really feel as though you care about your customers and treat them all as individuals.

"Customer service is non-existent"

Customer service is non-existent. Only one contact number that is not manned. I'm fed up with hearing "Thank you for your patience". Only one email address for normal business, but worryingly also for complants, so it is impossible to get redress.

"Virtually no customer service for legacy products"

It pains me to write this because I have been an Eclipse customer for decades - and they used to be great.

I have a number of domains hosted with Eclipse. In addition to the annual renewal fee, I am forced to pay a monthly customer services fee. This is very unusual for any company but, if I have to pay it, one would assume that it would give me some kind of priority - or at least allow me to actually receive some kind of customer service.

However, on several occasions now, I have tried to action various requests. I never get any response via email, even if I ask for it specifically. When I phone, I often get passed from one person to another and then get someone who seems helpful but then that seems to be the end of the process. I never receive any promised action or emails... and this for for a company that I am actively paying for 'excellent' customer service.

If anyone from Eclipse reads this, my latest ticket is TicketID=1818018 and I've been waiting for 9 days. That ticket itself was asking for action on a phone call I'd made a few days before that.

"I've just changed my broadband package…"

I've just changed my broadband package at the end of an existing contract, having been with Eclipse for over 20 years. I don't normally write reviews, but I received such delightful and excellent service (from Rose Arangassery) that Eclipse deserves a recommendation. To find someone who is bright, articulate and a pleasure to deal with is a rare phenomenon online these days and I should also compliment Eclipse's tech helpline which is manned by humans you can actually talk to! Great outfit - and competitive too.

"Very helpful member of staff who spoke…"

Very helpful member of staff who spoke slowly and obviously understood what she was telling me.

"Online outage due to Openreach delay in laying new line"

Piera was superb in helping us and solving the problem so we got back online within 24 hours. We had ordered an upgrade with Eclipse as our mbs was a mere 5. This entailed Openreach laying a new line which was to be done within 2 weeks of ordering the upgrade. 6 weeks later, having cancelled our landline with 4 weeks' notice from ordering the upgrade, there was no sign of Openreach so we were left with no internet. Piera sent us a mifi dongle by Special Delivery which restored the internet within 24 hours allowing us to pay bills, make bookings and remain in contact with our local hospital which is necessary for us. She also accelerated the booking with Openreach as we received notification that a new line will be laid on May 16th. We could not have coped with any of this ourselves as we are pensioners and wish to say a huge thank you to Piera for providing a standard of service which is very rare these days. Thank you Piera, and Eclipse.