Eclipse Reviews 2

Eclipse has been our internet provider in Sussex since 2005. We rang them ahead of our move to Scotland which would take place at the end of October 2023 and they promised that we would have WiFi on the date of moving or a couple of days later at most. Since nothing happened for a week after we moved in, we rang them and as an alternative to the delay - when pushed for a solution - they offered to send a SIM card to be installed in one of our mobile phones to use as a hotspot. We waited 7 days and nothing was received via post or courier. We contacted them again and they said that they didn't know what had happened. We suspect that they sent it to the wrong address ( our previous address)
We called them again ( every time we have rang them, we have been on hold waiting to speak to someone from 15 to 50 minutes) and they promised to send another SIm. This time we received a letter dated 9 November with a SIM and it arrived on 10th. We had to call them to activate the SIM but were told that SIM activation only happens Monday to Thursday. I explained that we have been waiting for a long time, my husband's business is suffering as a consequence and I am unable to video call my recently widowed mother who lives abroad. Lia said she understood and that she would contact the people to activate the SIm, even though it was a Friday. She also said that she would send my husband an email with an update on a date to have an engineer from Openreach come to us. Neither of those things happened. Fast forward three more days and here we are ringing them to find out what is going on. This time after some 50 minute wait on the phone we spoke to Piara who promised the same as her colleague , and gave me the same excuse for not answering the phones, wait for this : ' people were at lunch ' . Yes, I rang at 11 am and because of the waiting it was lunch time! Unbelievable!
So, here we are still with no date in sight and unable to find another internet provider sooner - as we would have to ' join the queue' with some else for the elusive BT Openreach engineers. Most definitely not recommended for bad communication, appalling customer service and inability to fulfill their commitment to a loyal customer. If they could not provide the service as fast as we needed it, they should have said so.

I used them for 15 years or so until moving house recently. The service was very solid and the technical support was good on the rare occasions I needed it. One minor niggle was that it was a bit hard to cancel my connection when we did move, as they didn't provide a way to do it in the otherwise good web interface. I had to email them, wait a while for them to call me back, and then argue with them briefly to get the notice period to start from the day I emailed.