Check Your Speed
Home Broadband
- What is a broadband usage allowance?
- What are usage bolt-ons?
- What can I do with my inclusive usage allowance?
- What happens if I go over my usage?
- How do I check my usage?
- Can I get 24Mbps?
- I already have broadband, how do I switch?
- What are the set-up costs?
- What router/modem will I need?
- What are the main benefits of the Eclipse broadband products?
- Do you have a Fair Usage Policy?
- Do you adhere to Ofcom's Voluntary Code of Practice: Broadband Speeds?
- What speed am I going to get?
- How have you calculated my predicted speed?
- Am I guaranteed to receive the same or greater speed than I currently receive?
- What are the factors that affect the speed that I am able to achieve?
- How do the speeds vary between products?
- How will traffic shaping impact my speed?
- How do I check my usage?
- How will I know if I go over my usage allowance?
- What happens if I go over my usage allowance?
- What are the payment methods I can choose from?
- Can I change the email address which the warning email addresses are sent to?
- Do I need a BT landline?
AntiSpam & AntiVirus
Inbound Email
- What is Eclipse AntiSpam?
- Why is Eclipse AntiSpam so good at protecting my Computer?
- How do I configure the settings?
- I am missing features that were available on the old service?
- What Eclipse Internet Email Services are being protected by AntiSpam?
- Do I need to install anything on my computer?
- Will the sender get a non delivery report if their email is blocked before it reaches me?
- What can I do if email messages I am expecting are not being delivered?
- How can I turn off all AntiSpam filtering?
- How is it possible to monitor what is Spam to one person and not to another?
- What file attachments can I block?
- Why do I still receive Spam email on a user Account with a 'catchall' alias?
Outbound Email
- Will outbound mail be scanned for viruses?
- What happens if a virus is detected on an email message?
- Will outbound mail be scanned for spam?
- What happens if the mail message is encrypted?
- What happens if the mail message cannot be scanned?
- What happens if the mail message cannot be repaired?
- Is there any outbound mail limits imposed, when sending email via Eclipse Internet?
- Is Webmail affected by these restrictions?
- We use our own local mail server, how will this affect me?
- Can you by pass sending mail out via the Eclipse Internet SMTP server?
What is a broadband usage allowance?
Broadband usage is the amount of data you 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.
What are usage bolt-ons?
Just like your mobile phone plan, our Home Broadband packages come with an inclusive amount of data you can download each month. However, we know your broadband usage can vary and that one size doesn’t fit all. That’s why we provide all our customers with the ability to add extra unlimited 1GB bolt-ons to your Eclipse broadband package at any time for just £1.22. Designed to help you get even more value for money, just choose how much addition usage you’d like and we'll set it up for you.
What can I do with my inclusive usage allowance?
See some or all the activities you could do every month, and what it will cost...
| Home Lite | Home Select | Home Pro | |
|---|---|---|---|
| Inclusive monthly usage | 2GB | 50GB | 100GB |
| Sending and receiving emails | 1,200 | 30,000 | 60,000 |
| Casually browsing the web | 36 hours | 750 hours | 1500 hours |
| Downloading music files from sites such as iTunes | 200 tracks | 2000 tracks | 4000 tracks |
| Streaming videos from sites such as YouTube or BBC iPlayer | 4 hours | 100 hours | 200 hours |
| Online gaming on PC or consoles such as Xbox 360, PS3 or Wii | 5 hours | 150 hours | 300 hours |
| Downloading films from sites such as Lovefilm or 4oD | 2 films | 20 films | 40 films |
| Listening to streaming web radio such as BBC Radio | 5 hours | 150 hours | 300 hours |
What happens if I go over my usage?
You don’t need to worry about going over your usage allowance. Our online usage tracker means that you can check your actual usage against your package allowance in real time. We’ll also send you email reminders when you have reached 50%, 75% and 90% of your monthly allowance. If you do require more usage, you can add extra unlimited 1GB bolt-ons to your Eclipse broadband at any time for just £1.22.
How do I check my usage?
You can check your usage in your My Eclipse account; simply log in and go to the online usage tracker to check your actual usage against your package allowance in real time. We’ll also send you email reminders when you have reached 50%, 75% and 90% of your monthly allowance. If you do require more usage, you can add extra unlimited 1GB bolt-ons to your Eclipse broadband at any time for just £1.22.
Can I get 24Mbps?
Broadband speeds depend on your line and location. Currently only 45% of UK homes and businesses are connected to exchanges that can support 24Mbps speeds. We’re continually improving our network so that we can offer the highest speeds as soon as your exchange is able to support them.
I already have broadband, how do I switch?
Simply go to our Switch page and we'll guide you through the hassle-free process of moving your broadband to Eclipse.
What are the set-up costs?
If you move to Eclipse with a MAC code, there are no set-up costs. Your previous broadband provider would have already installed the broadband equipment on your line, so all we have to do is start delivering your Eclipse broadband through this.
If however, you are setting up a brand new broadband connection, or have already cancelled your existing broadband service, you will not have this equipment on you telephone line, so we will have to install this for you.
Depending on what package and contract option you choose depends on the set-up cost you will pay.
| 1 Month Contract | 12 Month Contract | |
|---|---|---|
| Home Lite | £39.95 | £49.95 |
| Home Select | £49.95 | No Charge |
| Home Pro | No Charge | No Charge |
What router / modem will I need?
A broadband modem is a device which allows your computer to connect to the broadband service running through your phone line or cable connection - without a modem you won't be able to use the internet. Some computers come with built-in modems but you can also buy ones that plug into a USB port. A router sits between your modem and your computer and allows several computers to share a broadband connection simultaneously.
To receive the best possible speeds on your line, it is important to ensure you are connecting with an ADSL2+ compatible device. Check the table below to see if your device is compatible.
| Make/Model | Type of Device | ADSL2+ Compatible | Firmware Version |
|---|---|---|---|
| Fujitsu FDX 310 | Modem |  |
n/a |
| Speedtouch 300 | Modem | |
n/a |
| Speedtouch 330 | Modem | |
n/a |
| Speedtouch 510 Versions 1-4 |
Ethernet Router | |
n/a |
| Speedtouch 510 Versions 5 & 6 |
Ethernet Router |  |
ALL Firmware |
| Speedtouch 530 | Ethernet/USB Router | |
n/a |
| Speedtouch 536 | Ethernet Router | |
ALL Firmware |
| Speedtouch 546 | Ethernet Router | |
ALL Firmware |
| Thomson 585 | Wireless Router | |
ALL Firmware |
| Netgear DG834G Versions 1 & 2 |
Wireless Router | |
From 2.10.22 - June 16 2005 onwards |
| Netgear DG834G Versions 3 & 4 |
Wireless Router | |
ALL Firmware |
| Zyxel 660RC-D1 | Ethernet Router | |
ALL Firmware |
| Zyxel 660HW-R1 | Wireless Router | |
ALL Firmware |
What are the main benefits of the Eclipse broadband products?
Our products are not subject to Performance Management (or "traffic shaping") by Eclipse. In fact, our products enable our customers to manage their own traffic through our new Traffic Controller interface.
These products are designed to give a consistently high speed which is close to the maximum that your telephone line can achieve. We can do this by having a model, which by giving customers an inclusive monthly usage allowance, allows us to plan our capacity more effectively and allocate far more bandwidth to each customer.
Do you have a Fair Usage Policy?
There is no Fair Usage Policy with these products – customers may download as much as they wish at any time. Usage above and beyond a products inclusive usage allowance is charged at £1.22 per GB.
Do you adhere to Ofcom's Voluntary Code of Practice: Broadband Speeds?
Yes. Further information about the Code of Practice can be found by visiting the Ofcom website.
What speed am I going to get?
We will be able to provide you with an estimate of the broadband connection (or line) speed that you will achieve, but download speed (i.e. the actual speed at which you browse / watch online videos, etc) will vary depending on the time of the day. Whilst our intention is to give customers a download/browsing speed that is as close as possible to their telephone line's maximum speed, broadband is a naturally contended service, and there will be times when the internet is particularly busy and you will see a small slowdown in speed.
How have you calculated my predicted speed?
Our predicted speeds are based on data provided to us by our suppliers which is based on factors relating to the length and quality of your telephone line.
Am I guaranteed to receive the same or greater speed than I currently receive?
Our intention is to give customers a download/browsing speed that is as close as possible to their line speed. This means that we expect all existing customers to get at least the same download speed as they currently get and the vast majority of customers to get much, much faster speeds.
What are the factors that affect the speed that I am able to achieve?
The actual speed you experience is affected by one or more of the following factors:
- The distance you live from the telephone exchange: the closer you live to the exchange, the faster your connection is likely to be.
- Telephone Wiring: once the broadband internet connection hits your house, it still needs to reach your router/modem. If you've got good quality wiring in your house, you'll be able to enjoy faster speeds.
- Time of day: the internet has busy periods, and traffic on our network will vary from minute to minute depending on the number of people using our network.
- Hardware: the type of modem or router you use can affect the speed you experience.
- Microfilters / splitters: the quality of the filters you use will also affect your speed.
- The remote destination that you are connecting to (i.e. A web server, FTP server). If a web site is very busy or has insufficient bandwidth you will get slow responses from that server.
How do the speeds vary between products?
Our products all get the same fast speed and differ only by the amount of usage allowance included in each package.
How will traffic shaping impact my speed?
Our new Traffic Controller interface allows each customer to manage their own traffic and set priority on the types of traffic that they want to use. We don’t traffic shape our services, however individual users do have the ability to prioritise their web traffic.
Some standard default settings are available for those customers who choose not to customise their own traffic settings.
How do I check my usage?
The 'My Eclipse' Control Panel (reached by logging in from the Eclipse homepage and clicking on Connection Manager) includes a Usage Meter, which will illustrate your monthly usage, for the current 30-day period so you can keep an eye on your usage.
In addition, we will be sending out warning emails when you have reached 50%, 75%, and 90% of your monthly allowance.
How will I know if I go over my usage allowance?
We will be sending out warning emails when you have reached 50%, 75%, and 90% of your monthly allowance. In addition, we will email you when you've gone over your usage allowance.
To make sure you receive these important usage emails from us we ask you to make sure you keep your contact email up-to-date.
What happens if I go over my usage allowance?
If you go over your usage allowance, you will be charged £1.22 per GB or part thereof. The payment for additional usage will be added to your next monthly bill.
What are the payment methods I can choose from?
You can pay by direct debit, Visa or MasterCard. There is a £1 per month charge for paying by credit card.
Can I change the email address which the warning email addresses are sent to?
Yes, please just update your administrator email address within MyEclipse
AntiSpam & AntiVirus
Inbound Email
What is Eclipse AntiSpam?
Eclipse AntiSpam is an advanced email security system that we offer FREE to our customers.
Why is Eclipse AntiSpam so good at protecting my Computer?
Our AntiSpam solution is powered by leading network service provider CISCO, using their IronPort technology. Our new service offers better protection from unwanted email and viruses by filtering an email before it reaches your inbox, so you will receive less Spam.
How do I configure the settings?
If you have email enabled with us, simply log into you 'My Eclipse" control panel, click on your profile and select "AntiSpam". You can configure the level or protection and the type of files you want to block.
I am missing features that were available on the old service?
In the coming months we will add features for you to block via type of email, senders address as well as setting a specific protection level. This offers you a more effective AntiSpam service with more flexibility.
What Eclipse Internet Email Services are being protected by AntiSpam?
Your Eclipse sub domains @eclipse.co.uk, all legacy @eclipse sub domains along with all our fully hosted domain names.
Do I need to install anything on my computer?
No, this is an always on FREE service.
Will the sender get a non delivery report if their email is blocked before it reaches me?
Non-Delivery notifications will be dependent on whether the sender of your email has this facility switched on.
What can I do if email messages I am expecting are not being delivered?
We advise that the following details are checked:
- Talk to the sender, confirm time & date the email was sent
- Have the sender confirm that their email server logs show we accepted / rejected the email
- Visit www.senderbase.org to check the validity of the senders email address.
How can I turn off all AntiSpam filtering?
If you are using a free Eclipse Internet email address, you will not be able to turn off AntiSpam. If you are using a full domain name, then the only way to bypass AntiSpam, would be to use an alternative provider to host your domain names' DNS mail records.
How is it possible to monitor what is Spam to one person and not to another?
AntiSpam uses both SBRS - Sender Base Reputation Scores and Spam filtering or CASE - Content Adaptive Spam Engine systems to determine whether an email is valid or Spam.
What file attachments can I block?
AntiSpam allows you to block: java, perl, bin, mp3 and video files to uphold your company policies. You can also block executable files.
Why do I still receive Spam email on a user Account with a 'catchall' alias?
A 'catchall' alias is an email address that picks all email sent to an address that you've not set-up a user account for. You can do this within the My Eclipse portal. You should set-up individual user accounts for each email address you wish to receive mail for in the My Eclipse portal to reduce Spam to these addresses.
Outbound Email
Will outbound mail be scanned for viruses?
Yes, we will scan and repair where possible any mail message that is sent via the Eclipse Internet SMTP server. If this has taken place you will find an ‘X-Header’ with the Anti-Virus Scanning results will be added into the message headers. Also the subject of the message will be modified to include "[Warning: Virus Removed]".
What happens if a virus is detected on an email message?
Where possible the anti virus system will try and repair the email message.
Will outbound mail be scanned for spam?
Yes we will scan for Spam mail messages being sent out via the Eclipse Internet SMTP Server. There are no outgoing "Content" based filters.
What happens if the mail message is encrypted?
If the message is encrypted we deliver the message as is and do not attempt to scan the message.
What happens if the mail message cannot be scanned?
In the event that the message cannot be scanned (for any reason) we will deliver the message as is.
What happens if the mail message cannot be repaired?
If the message cannot be repaired it will then be deleted without notification.
Is there any outbound mail limits imposed, when sending email via Eclipse Internet?
Yes we do. Below are the outbound mail limits we have introduced:
- You will only be able to send 10 individual mail messages at one time.
- You will only be able to send 1 mail message containing no more than 100 recipients.
- You will only be able to make 5 simultaneous SMTP connections at one time.
Is Webmail affected by these restrictions?
Yes, Webmail will be under the same outbound mail restrictions. In addition there is also a Webmail system limit in place which will only allow you to send to 10 recipients per email message.
We use our own local mail server, how will this affect me?
If you have your local mail server configured to forward mail to the Eclipse Internet SMTP server, then the email will be scanned and protected by our anti virus and anti spam system. The email could also be limited by the outbound mail restrictions we have in place.
Can you by pass sending mail out via the Eclipse Internet SMTP server?
Yes you can bypass sending mail out via the Eclipse Internet SMTP server, by changing the local mail server configuration to send mail messages out via DNS rather than forwarding to an SMTP server.
Doing this will mean the mail messages you send out will not be scanned or protected by our Virus and Spam filters.
Do I need a BT landline?
Eclipse broadband works over any normal landline it doesn't matter if you pay your line rental to BT or to another company, we can still provide you with Eclipse broadband (this does not include Fibre optic cable networks).
HAPPY CUSTOMERS
"Reliable internet at the right price"
Mr Russell Manson
Home Broadband customer
OUR SERVICE PROMISE TO YOU
- We aim to continue having the lowest fault rate of all UK ISPs
- Providing you with a highly trained UK-based support team
- We aim to fix your issue at the first point of contact
- You can earn money with us by recommending our services to friends and family
