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Standard User BuckyOHare
(newbie) Mon 21-Mar-16 12:27:12
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Eclipse is no more


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Well the company I work for got letter today rom Eclipse Internet stating that from 4th April Eclipse Internet will be no more its being re-branded to KCom the parent company. I thought this was going to be on the cards when they stopped advertising Domestic Connections and changing to a Business only ISP.

I used to be a domestic customer of theirs but when I moved house I decided that I would swap to another supplier and it has turned out to be a more reliable and stable connection with out all the traffic management and fully unlimited bandwidth for a fraction of what I was paying Eclipse.

ex Eclipse Lightspeed Fibre customer
Standard User cheshire_man
(knowledge is power) Mon 21-Mar-16 17:34:33
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Re: Eclipse is no more


[re: BuckyOHare] [link to this post]
 
I keep wondering whether to move away from Eclipse but... the performance is ok for my needs - just the occasional slow down daytime. As far as availability/reliability it's just about rock solid.

I'm really not worried what the company is called long as the service continues as it is currently.

My alternative of choice would probably be fibre from BT, i.e. Infinity, but at the moment I can really justify the post-12 month cost and don't want the hassle of re-negotiating a new deal every 12 months or so.

Tony
We have more and more laws, and less and less enforcement
Standard User sparky_paul
(experienced) Tue 22-Mar-16 13:09:43
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Re: Eclipse is no more


[re: BuckyOHare] [link to this post]
 
Not heard anything here, I wonder if anything will change for the remaining residential customers?

I'm still with Eclipse, the only reason I haven't left for is because I'm moving in the near future and don't want to start a new contract. If I was staying here, I would be looking at a 4G solution as ADSL is rubbish on this market 1 exchange, and although a local county council project has brought fibre to the exchange, we're not getting a cabinet.

eclipse internet


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Standard User ehteam
(experienced) Tue 22-Mar-16 13:32:36
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Re: Eclipse is no more


[re: sparky_paul] [link to this post]
 
In reply to a post by sparky_paul:
Not heard anything here, I wonder if anything will change for the remaining residential customers


No change according to Eclipse on Twitter. I left in January having joined in 2003.

Paul
Standard User Suzi
(eat-sleep-adslguide) Tue 22-Mar-16 15:20:49
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Re: Eclipse is no more


[re: sparky_paul] [link to this post]
 
As ehteam said, apparently nothing will change for residential customers. I've since made it private (I was only public to send that tweet), but I originally asked:

@EclipseInternet @eclipsecare How does http://www.kcom.com/brandchange/ affect customers of Eclipse? Will I lose my Eclipse email address or website?


And their response was:

Are you a home customer? If so it doesn't affect you at all. Please DM your full name/company for more info


I'm mostly happy with the service. I'm considering upgrading to Fibre, but finding out from another website and this forum that Eclipse may or may not be re-branded rather than from my own ISP leaves a sour taste. Eclipse may see this as nothing to be concerned about as it doesn't directly change anything, but I'd feel a lot happier if that was explained to us in advance. A blog post, an email, or even an unprovoked tweet would have been nice, but we (residential customers) weren't told when they switched to being more business focused, so I expected nothing differently this time either.
Standard User cheshire_man
(knowledge is power) Tue 22-Mar-16 17:07:35
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Re: Eclipse is no more


[re: Suzi] [link to this post]
 
In reply to a post by Suzi:
As ehteam said, apparently nothing will change for residential customers. I've since made it private (I was only public to send that tweet), but I originally asked:
@EclipseInternet @eclipsecare How does http://www.kcom.com/brandchange/ affect customers of Eclipse? Will I lose my Eclipse email address or website?
And their response was:
Are you a home customer? If so it doesn't affect you at all. Please DM your full name/company for more info
Thanks for that.
In reply to a post by Suzi:
I'm mostly happy with the service. I'm considering upgrading to Fibre, but finding out from another website and this forum that Eclipse may or may not be re-branded rather than from my own ISP leaves a sour taste. Eclipse may see this as nothing to be concerned about as it doesn't directly change anything, but I'd feel a lot happier if that was explained to us in advance. A blog post, an email, or even an unprovoked tweet would have been nice, but we (residential customers) weren't told when they switched to being more business focused, so I expected nothing differently this time either.
Indeed, not good customer relations. I'm wondering whether in the not too distant future they will be selling off their domestic customer base to one of the mass market el cheapo ISPs. That would get me changing in double quick time.

Tony
We have more and more laws, and less and less enforcement
Standard User Suzi
(eat-sleep-adslguide) Thu 24-Mar-16 14:23:41
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Re: Eclipse is no more


[re: cheshire_man] [link to this post]
 
In reply to a post by cheshire_man:
Indeed, not good customer relations. I'm wondering whether in the not too distant future they will be selling off their domestic customer base to one of the mass market el cheapo ISPs. That would get me changing in double quick time.


I've thought the same thing. I'll be interested to see what happens, but if we get shoved to a company I don't want to be with, or the service goes drastically downhill, I'm out too.

Other than the reply to me, the only thing I see from Eclipse is a retweet of this article. It makes for some interesting reading.

KC have a FAQ page about the re-brand. It's tailored to their customers of course, but it's better than Eclipse's efforts so far.
Standard User sparky_paul
(experienced) Fri 25-Mar-16 00:31:20
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Re: Eclipse is no more


[re: Suzi] [link to this post]
 
Interesting stuff indeed, and thanks all for the info.

eclipse internet
Standard User Suzi
(eat-sleep-adslguide) Fri 01-Apr-16 20:56:34
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Re: Eclipse is no more


[re: Suzi] [link to this post]
 
In reply to a post by Suzi:
KC have a FAQ page about the re-brand. It's tailored to their customers of course, but it's better than Eclipse's efforts so far.


The other day I sent feedback to the email address given at the bottom of KC's FAQ page. I didn't expect a response, but today I received one.

I was told that from next Monday the Eclipse website will redirect to the new KCOM website, but there will be a link to login to the My Eclipse page for residential customers, similar to what we have at the moment. Essentially, nothing will change for us. The tweet to me said as much, but this clarifies it.

I would have still preferred that to be announced to us all in advance rather than as a reply, but it has eased some of my concerns. Now we just wait and see.
Standard User cheshire_man
(knowledge is power) Fri 01-Apr-16 22:49:21
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Re: Eclipse is no more


[re: Suzi] [link to this post]
 
Thank you, i continue to wonder how long for...

Tony
We have more and more laws, and less and less enforcement
Standard User john7
(member) Mon 04-Apr-16 14:01:21
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Re: Eclipse is no more


[re: cheshire_man] [link to this post]
 
It has been a change over well up to the usual appallingly bad customer service you get used to. How hard would it have been to e-mail the changes to all customers rather than let them find out the hard way. I needed to access web mail and it took a long time to work out how to get at it now. Also who do we contact now, I tried “live support” and nothing (but in the past that was normal as well). Is it the old eclipse contact or the new ones (and if so which ones?
Standard User Suzi
(eat-sleep-adslguide) Tue 05-Apr-16 22:36:20
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Re: Eclipse is no more


[re: john7] [link to this post]
 
I'm very disappointed it wasn't emailed to us all in advance. I'm glad for this website (and others that report ISP related news), because I wouldn't have wanted to find out by seeing the new page.

You may have figured this out already, but for anyone else that feels a bit blind-sided by all this, here are a few direct links:

I don't know how long the regular Eclipse website will redirect (maybe indefinitely, who knows), but otherwise you can get to "our" main website by going to http://business.kcom.com. Alternatively, we can go straight to our Eclipse Portal at https://my.eclipse.net.uk/log-on.aspx. On this page it links to Webmail, a few other pages, lists a number for Home users (opening times available on their Contact Us page), and has links for their live support.

Live support has always worked for me, however I read on twitter that someone was unable to type anything on it the other day and its been since fixed. Whether it's the Live Chat linked on the Eclipse Portal page I couldn't say, but maybe try again if you had problems before. Alternatively, the ticket system when logging into your Eclipse Portal should still work.

Eclipse's new twitter account redirects to https://twitter.com/KCOMbusiness. This is mostly industry news. Support is available at KCOM Care, but I don't know if this is for us too or not, however the business twitter account links to it so it possibly is. I'm sure most people are like me and won't want to use twitter for help, but it's an option.
Standard User cheshire_man
(eat-sleep-adslguide) Wed 06-Apr-16 08:47:42
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Re: Eclipse is no more


[re: Suzi] [link to this post]
 
In reply to a post by Suzi:
...Alternatively, the ticket system when logging into your Eclipse Portal should still work.
It certainly does. As I had a permissions issue on the Eclipse Portal I raised a ticket at 17:24 on Monday, it was resolved by 13:14 the following day. Good service as far I'm concerned.

Tony
We have more and more laws, and less and less enforcement
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