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Most popular questions

Manage your products online

What happens to my broadband when I move house?

If you would like to move house and take your Broadband with you, all you need to do is contact BT to set up your new phone line. Once this is done, log into MyEclipse using your username and password and select 'Connection Manager'. Under 'Installation address' you will find the form 'Moving House', fill in the form and click 'continue'; this will generate an order reference number for you to track your order.

If you have a TalkMore service and you are keeping your number this will be transferred automatically, if you are getting a new number from BT please place a new order for TalkMore once your house move is complete.

For more information please read our House Move Knowledgebase article

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I have placed my house move order, how do I monitor its progress?

When you have completed your request to move house you will have been provided with an Order Reference number. To monitor the progress of this order, log into MyEclipse using your username and password. Follow the links to 'My Orders' select your order reference number to view your order details and progression.

To track your order log into MyEclipse

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How much have I downloaded?

To view how much you have downloaded, log into MyEclipse, using your username and password. Select the tab called 'My Products' and then select 'Connection Manager' and you will be able to view your usage.

To check you usage login to MyEclipse

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I need some more usage, how do I get it?

If you would like more usage on top of your monthly allowance as part of your package, you can login to MyEclipse using your username and password. Go to 'My Products', select the 'Connection Manager' tab. Halfway down the page you will see the 'Configure my usage' section. This is where you can alter your usage*.

Alternatively, you can upgrade your package via the Connection Manager to a product which provides you with a higher usage limit.

To add additional usage login to MyEclipse

* There is an extra charge for this

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How do I view my bill?

To view your bill online, log in to MyEclipse using your username and password. Select 'My Bills'. Here you can view your current bill or previous bills by clicking on 'View'. If you would like a hard copy you can download it in PDF format which you can then print out.

For a breakdown of your bill read our Knowledgebase article 'How to understand your bill'

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How do I get some older invoices?

If you would like an older invoice, we do keep records on MyEclipse for up to 13 months. Login to MyEclipse using your username and password. Select 'My Bills'. If you select 'View', you will see the older invoices available to you, which can be downloaded.

If you would like an invoice which is over 13 months old, you will need to contact us to request this either by email or telephone*.

To view older invoices, login to MyEclipse

* Please note there will be an applicable charge for this

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I can't connect to the internet?

There are many reasons why a connection fails. Quite often something called a "Stale Session" occurs. To resolve this you should disconnect your router/modem from the telephone line for around 20 minutes with the power off and then reconnect. Also make sure your connection username and password are entered correctly.

If this fails, check your router/modem for a DSL/ADSL light - if this is out then disconnect everything from your phone line, pop a new micro filter on to your device and try it from your master telephone socket. If it still doesn't work then give our technical support a department a call.

For further information see our Essential Troubleshooting Guide

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Do you have a TG585 wireless router set-up guide?

The TG585 comes with a set-up guide on the package. You will not need a CD as your computer should be network-ready to use this device. Simply plug all of the wires in as detailed in the set-up guide. When you launch your web browser (Internet Explorer/Firefox etc) then it should go straight to the setup screen. Use the connection details on your welcome letter to configure the router in this step-by-step process.

For further information see our Router Set-up Guide

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How do I set up a new account for Microsoft Outlook?

To set up a new account in Outlook, click on "Tools" then "Email Accounts". Click on "add a new email account" and follow the step-by-step process. The incoming mail server is called "mail.eclipse.co.uk" and the outgoing server is called "smtp.eclipse.co.uk". When it asks for your username it must be your full email address, and the password will be the one you chose when setting up your email service with us.

For more help on this read on our Set up guide

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What are the Eclipse settings and servers?

Common settings are:

Email

Incoming mail server: mail.eclipse.co.uk

Outgoing mail: smtp.eclipse.co.uk

Router Settings

VPI 0

VCI 38

Multiplexing VC-MUX or VC Based (sometimes referred to as RFC2364)

Username na****@adsl.eclipse.co.uk

For further information see our settings and server article

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Do you have a guide for Web Hosting and Email?

With each connection, we provide web space that can be used to create an online presence (web space allowance starts from 50MB on the Home Lite package). To start you will need to order a free sub domain with us, this gives you a web and email address in the format of something@something.eclipse.co.uk. This can be done via your admin panel under the "online ordering" section.

The next stage is to design your website. There are many packages you can use out there to do this, including Microsoft Publisher. Please be aware that our basic hosting cannot support FrontPage extensions - to do that you will need to purchase full web space from us.

Once you have designed your site, upload an FTP client (many are freely available from the internet). It will ask for a host, a username and a password. The host is "myfiles.eclipse.net.uk" the username will be one of your usernames that has been enabled for FTP access via the Eclipse Admin Panel.

Read more in our Web Hosting and Email - A Beginners Guide.

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How do I use the Admin Panel?

The admin panel is the central point where you can view and change various aspects of your package. To access the admin panel, go to MyEclipse and log in with your username and password. You will need to be a primary (admin) user on the account.

Once logged in, you will see a panel to the left hand side of the screen. There are three important sections here:

My Users - shows all the users registered to your account. From here you can add further users and create new mailboxes, set up FTP access, change passwords and contact details for users.

My Products - The products screen takes you into an area where you can view your connection details, upgrade your package and order new products.

Help Centre - From the Help Centre you can raise an online help ticket, update existing tickets, and also check our service status for any major issues. Alternatively, if you cannot get online you can check our status line on 0845 122 6380.

For further information, read our Admin Panel article

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How do I use the Usage Monitor and Traffic Controller?

The usage monitor and traffic controller can be accessed via the admin panel in MyEclipse. They are only available for our newer packages. Log in to the admin panel and then click on Connection Manager.

From here you can see how much of your monthly download allowance you have used, break it down into detailed usage and also your current traffic profile. There are several traffic profiles available depending on what you want to do with your connection, along with a custom option for tailoring your profile to your own needs.

More help is in our Usage Monitor and Traffic Controller article

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What is the My Eclipse DNS Manager?

The DNS Manager is used to configure any hosted web space/SMTP email you have with us. It is found in the MyEclipse admin panel under My Products/Domains and Sites.

If you have a domain with us you can set up records to point your domain at an IP address, set up sub domains for your domain i.e. mail.mydomain.co.uk and set up reverse DNS. You can also set up MX records for SMTP email if you have that configured on your account.

For further information read our Overview on the DNS Manager

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