Business Broadband FAQs

Speed

Q. Why am I unable to get 24Mbps?

A. Although most homes and businesses are now connected to exchanges that can support “24Mbps speeds”, this upgrade project is still ongoing across the UK - therefore not everyone will be able to receive our “24Mbps” service.

Usage

Q. What is a broadband usage allowance?

A. Just like your mobile phone package comes with an inclusive amount of minutes you can use for calls each month, your Eclipse broadband package comes with an inclusive amount of data you can download per month. By browsing the internet, downloading files, viewing images online, attaching files to email or streaming video, you are constantly downloading data via your internet connection. The more heavily you use the internet, the more data you will need to download.

Q. What are usage bolt-ons?

A. We provide all our customers with the ability to add extra unlimited 1GB bolt-ons to their Eclipse broadband package at any time for just £1.06 (ex VAT).

Q. How do I check my usage?

A. You can check your usage in your My Eclipse account; simply log in and go to the Connection Manager to check your actual usage against your package allowance in real time.

Q. What happens if I go over my usage?

A. If you do require more usage, you can add extra unlimited 1GB bolt-ons to your Eclipse broadband at any time for just £1.06 (ex VAT). Simply log into your My Eclipse account to add extra-usage bundles to your monthly broadband package. How we manage your account - and what we do if you accidentally exceed your planned usage, however, is up to you. We offer two clear choices, which you choose between on sign up. You can either: * have us automatically add on usage which we charge at the standard rate per Gb, as and when you use it * or, keep your costs under control by asking us to cap your speed for the rest of the monthly billing period. This option will still allow you to perform basic business tasks like checking email or surfing the web - you simply won't get the usual top speeds until your usage is reset next month.