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Keeping you up-to-date with the latest changes to our services.
Ofcoms ISP Speed Test
We welcome Ofcom’s ISP speed test research as it provides consumers with an indication of the speeds they can expect from the largest service providers, It is not intended to be a Best Buyers guide as the ISPs measured were selected purely on the size of their customer base and not on other factors such as quality of service, price or range of packages.
Eclipse was not included in the Ofcom research due to the size of our customer base, ISPs with less than 2% market share across the UK are excluded from the analysis as we did not have a sufficiently large sample for them (para 2.13), however we remain committed to providing customers with information on the speeds they can expect to receive. We encourage all customers to conduct a speed test before they purchase a broadband package and provide a free speed checker on our website to facilitate this.
In addition, Eclipse has signed up to Ofcom’s Voluntary Code of Practice. Our contact centre staff will advise potential customers of the expected upload and download speed in their postcode area and external factors that can affect their overall speed.
Increase to BT Cease Charge
On 1 November 2009 BT increased the fee they charge for the cancellation of a broadband connection, and we need to pass this on to our customers. If you fully cancel your business broadband service a fee of £22.00 + VAT will be charged on your final invoice. If you have a Home broadband service a charge of £25.85 will apply. To avoid paying this charge when moving to another supplier we recommend using a Migration Authorisation Code (MAC) rather than simply cancelling your number, as the fee is waived when using a MAC. If you are moving house, we will pay this charge for you. Please read our BT FAQ below.
BT Cease Charge FAQ
- How much is the new cease fee?
- Under what circumstances will I be charged this fee?
- Why are you increasing this fee?
- If I move house will I be charged the early termination fee as well as this cease fee?
- What is a MAC code and when would I use it?
- What right do you have to alter the Terms & Conditions that I originally signed up & agreed to?
- I originally paid a set-up fee when I signed up so why am I now being charged a cancellation / cease fee?
How much is the new cease fee?
From 1st November 2009, our cease charge fee will be £25.85 inc VAT for Home broadband. This passes on the exact fee charged to us by BT for cancellations.
Under what circumstances will I be charged this fee?
The fee will be charged when:
- a customer cancels a broadband account
- a customer moves to another ISP but doesn’t use a MAC
The cease fee will not apply if a customer uses a Migration Authorisation Code (MAC) when switching to another supplier.
Why are you increasing this fee?
This fee has been increased as a result of the rising fee charged to us by BT for ceasing a connection.
If I move house will I be charged the early termination fee as well as this cease fee?
If you are still within the first 12 months (or 18 months where applicable) of your contract then yes, you will still be charged the early termination fee of £69.99 (ex VAT) but not the cease fee.
If you are out of your contract term and keep your service with us you will not be charged either the early termination or the cease fee.
What is a MAC and when would I use it?
It’s a Migration Authorisation Code which allows customers to move between ISPs quickly and with no loss of service. You would use it to switch between Internet Service Providers.
What right do you have to alter the Terms & Conditions that I originally signed up & agreed to?
Our Terms & Conditions do state that we may change our Cease Charge Fees and that termination may incur a cancellation and a Cease Charge Fee.
I originally paid a set-up fee when I signed up so why am I now being charged a cancellation / cease fee?
These charges exist to cover the activation fee and cease fee now charged to us (and other ISP's) by BT.
HAPPY CUSTOMERS
"Within two hours of first speaking to Eclipse they had resolved the situation and internet connections were being restored. The customer service they showed and the extra mile they went for us was simply brilliant. Not only did they resolve a tricky situation, but also took into account the effect any long period of lost internet connection would have had on us."
Universal Office Supplies Ltd
OUR BUSINESS SERVICE PROMISE
- We aim to answer your business support call within 60 seconds
- We aim for the lowest fault rate of all UK providers
- We aim to fix your issues first time so you don't have to call us back
- Expert advice from UK-based business support teams
