Problems at Eclipse?

Having been a pretty satisfied customer of Eclipse for years, I am now
finding that my RADSL connection which had been running (512 Kbs sometimes,
1 Mbs mostly, just under 2 Mbs sometimes) now is almost unusable. It
struggles along around 100 Kbs and largish downloads are a thing of the past
(I have done the obvious - swap the filter, disconnect the phone & sky box,
reboot the router etc, to no effect). However, another worrying factor is
"customer support" they are not available on the phone, they do not respond
to emails. They used to be good but seem to be failing. Have other Eclipse
customers noticed these problems (both connection speed & customer support)
or am I just unlucky?

TIA,

Roger

"Roger Matthews" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Having been a pretty satisfied customer of Eclipse for years, I am now finding that my
> RADSL connection which had been running (512 Kbs sometimes, 1 Mbs mostly, just under 2
> Mbs sometimes) now is almost unusable. It struggles along around 100 Kbs and largish
> downloads are a thing of the past (I have done the obvious - swap the filter, disconnect
> the phone & sky box, reboot the router etc, to no effect). However, another worrying
> factor is "customer support" they are not available on the phone, they do not respond to
> emails. They used to be good but seem to be failing. Have other Eclipse customers
> noticed these problems (both connection speed & customer support) or am I just unlucky?
>
> TIA,
>
> Roger

You may be better off reading the Eclipse and "ISP Unhappiness" sections
at http://bbs.adslguide.org.uk/ to see whats happening to this, once good ISP

HTH


Fisher

On 27 Sep 2006 08:44, "Roger Matthews" <(E-Mail Removed)> wrote:

>However, another worrying factor is "customer support" they are not available on
>the phone, they do not respond to emails. They used to be good but seem to be
>failing. Have other Eclipse customers noticed these problems (both connection
>speed & customer support) or am I just unlucky?

Had to ring on behalf of a friend whose connection had been down (seems it
was most likely something at the exchange/within the BT Wholesale network,
as once it had been escalated to BTW it was sorted within 3-4 hours) but on
ringing them was speaking to someone in under 30 seconds (admittedly it
was during the day, late morning, a week ago). However, in the evening
I understand it can be less satisfactory (someone was on hold for 25 mins
and decided to hang up at 20:00 - I don't know if the staff actually stop
answering at that time, but I understood that to be the end of their day
(it would be good if they'd put opening hours on the website, TBH!)

No comment on response to e-mail, but there was some delay in acting on
the ticket submissions regarding the disconnection problem (and because my
friends had no connection, it was awkward for their son - with no PC - to
check for them - they never ever had any 56k dial-up, so ended up with
me looking on the website for them). One ticket had a response some
40 hours later (though most were within 6 hours). Have not had enough
contact with them to know what's "normal" or whether they've been going
downhill, sorry.

> Having been a pretty satisfied customer of Eclipse for years, I am now
> finding that my RADSL connection which had been running (512 Kbs
> sometimes, 1 Mbs mostly, just under 2 Mbs sometimes) now is almost
> unusable. It struggles along around 100 Kbs and largish downloads are a
> thing of the past (I have done the obvious - swap the filter, disconnect
> the phone & sky box, reboot the router etc, to no effect).

had similar problems but found that if I reconnect the speed improves
this morning it was down to 200Kbps, after a reconnect it went up to
1300Kbps

"Roger Matthews" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Having been a pretty satisfied customer of Eclipse for years, I am now
> finding that my RADSL connection which had been running (512 Kbs
> sometimes, 1 Mbs mostly, just under 2 Mbs sometimes) now is almost
> unusable. It struggles along around 100 Kbs and largish downloads are a
> thing of the past (I have done the obvious - swap the filter, disconnect
> the phone & sky box, reboot the router etc, to no effect). However,
> another worrying factor is "customer support" they are not available on
> the phone, they do not respond to emails. They used to be good but seem to
> be failing. Have other Eclipse customers noticed these problems (both
> connection speed & customer support) or am I just unlucky?
>
> TIA,


I just subscribed to uktb because I was hoping for some info on my eclipse
connection - and, voila!, there was you post

My speed has diminished drastically in the last couple of weeks - I now
routinely download at less than a meg (sometimes as low as 39kps!)

I spoke to eclipse this morning and was told that there is an 'issue'
affecting 'some' customers, and that they are 'looking into it'

(which, I get the feeling, is code for 'Sod off, we don't know what's wrong,
we don't care, and you'll never be hearing from us unless you ring up to
moan again')

So your guess is as good as mine - summat's gone wrong, though.

I'll keep you posted - would appreciate it if you let me know via the group
if you manage to get it resolved.

Cheers.