FAQs

This tool asks you simple questions about what you want from your connection before recommending an ideal solution from our portfolio of connections and packages.

It means you avoid having to sift through the details of each package in order to work out what suits you - simply answer the straightforward questions and we'll put you straight in the right direction!

Not everyone thinks like a techie - and lots of our customers have no idea how many GB their normal internet usage represents. Here's a useful table which translates usage patterns into GB. Just identify the type of user you most fit in with, and you'll see a good estimation of how much usage you'll need in GB.

This is a bit of a million dollar question, even for our team of experts. That's because every property is different. Broadband speed is affected by a number of things including distance from the exchange, quality of cabling and local set up. However, we do have a way to "best guess" your expected speed - just enter the landline phone number for the property in question. Later on, if your broadband isn't performing as well as you'd hoped, you can always call our technical support teams who can go through some clever tips on how to maximise your potential.

Check your speed now

Broadband speeds do vary from time to time and this can be caused by a number of factors. We've put together a guide to why your broadband speed may be changing here - and you'll also see a link to a troubleshooting guide which will help you see if you can improve things too.

If your connection is new, don't worry immediately. Every new connection is subject to around 10 days of "stabilisation" or a "training period". During this time, speeds fluctuate significantly as the line stabilises, and sometimes you may be disconnected temporarily. Give your new line 10 days to settle in and you should see some improvements.

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 department a call.

For further information see our Essential Troubleshooting Guide

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.

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

The Eclipse mail servers only accept email from Eclipse connections - this helps us to reduce spam. You need to use the outbound mail server provided by your ISP. Your inbound mail server details are listed above for Eclipse email addresses. If you are using Hosted Exchange, however, you can use your email from anywhere.

You need to set up your phone according to the type of phone you have. You can find articles on the specific set up for your phone in our Knowledge Base - here are the links.

• For iphone click here

• For Android click here

• For generic smartphone set up click here

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

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

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'

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 a charge for this

The bill may show charges for both the old service and the new service when you change your package. This happens when the billing period for the old service also covers the same period for the new. We will charge you on the old package to the point the new service starts but you will be refunded/charged the difference between the date the old service bill ends and the new one starts.

You can only cancel a service by either contacting us by phone or written letter. No other means of correspondence is acceptable. It is your responsibility as the customer to cancel the service and please be advised that cancelling the direct debit will not cancel the service.

A BT cease charge is made when you cancel the service. This covers the cost to remove the broadband at the exchange. This is not charged, however, if a MAC is requested and used by the new ISP.

Yes, it will cost you to end your contract early. Click here for a list of fees for our range of Home Products. You can work out your total fee by multiplying the remaining months left on your contract by the monthly fee provided here. For our Business Products, the cancellation fee will be the remainder of term left on your contract.