My mainstream work is designing data systems for large corporates, but to put something back into the community I try to help out local groups and micro businesses with zero profit broadband, web hosting, emails etc
Had 2 connections with Eclipse for over 3 years but dropped to very poor in last 12 months or so. By very poor I mean a few hours per month of no service at all and 2 days per week whereby the speed (where 4M is easily achived) droped to 128K -> 1k (for several hours). Customer service were painfully slow to respond if at all.
Migrated one connection to Zen - all working fine now @ 4M and everybody happy.
The second connection, we moved to mobile broadband with THREE, so we cancelled the BT line (phone not required and only 14 days notice - ok) and went to cancel Eclipse connection. Eclipse seem to cloak their cancellation policy in mystery. Very litte information provided on their site except that you have to call their cancellation team.
Cancellation: It turns out that they need at least 30 days notice and so you are required to pay up to your next billing date and then also pay for the next monthly period after that. As we were half way through a month this ended up being ~ £23. Now had it said this on their webiste (perhaps in the paragraph on cancellation) I could have timed the cancellation to just before the new month started. Also consider that even BT only require 14 days notice and in fact in this case we had terminated the BT line before the last month of Eclipse began.
That's not my confusion / complaint though. Customer is now getting threatening letters from Eclipse debt collection. They are claiming that £30 is still due even though we paid all the rental charges. Debt team can't explain the charge and refuse to discuss with Eclipse customer service. After a week Eclipse Customer service have explained that this is a cease fee that they are charged by their suppliers (presumably BT?)
We would be grateful if anyone from Eclipse or with better insight than us could help with the following.....
1. Since there was no phone line connection, what is anyone doing to that needs £30 to cover the cost ?
2. There was no mention of the cease charge in the T's & C's in 2006 when the account/connection was set-up ?
Note: asked Zen about cancellation exit fees and they said there are none, so it would have been cheaper to migrate to Zen pay for a month's broadband and then cancel !! (though not very nice for Zen - whom we like)