Recently migrated away from Eclipse but their system did not register the move as it should of and continued to bill me as normal until I notified them.
My main confusion though is with the "30 days notice" which I'm suppose to provide/pay when migrating away from them. As I'm now being charged for days of service which I've not used.
Why is there no mention of this "30 days notice" on the Eclipse website. I've searched the knowledge base and there's nothing about it.
When I called to request a MAC code I asked if noticed was required and if there were any fees, no I was told as I was using a MAC code and my Eclipse service would end on the day of the migration and billed accordingly.
There's no mention in the email that contained the MAC code instructions of having to give "30 days notice". There's no mention of the "30 days notice" in the T&Cs which I originally signed up to. I thought I would be billed up to the day of the migration on a pro rata basis, no more, no less.
I do not understand why I needed to provide "30 days notice" and when the "30 days notice" is suppose to start? If it was made clear to me then I would of timed my migration to avoid this. Or is there no way to avoid this and it is actually a stealth termination fee/ penalty?
Besides the above charge, Eclipse are also trying to charge me a cease fee of £25+VAT because they claim the new provider I migrated to did not use the MAC code!
I've contacted my new provider and they have told me the MAC code was definitely used and can be checked on the BT system eCo. It would not of been possible for BT to carry out work on the migration without a valid MAC code and Eclipse are wrong to charge me a cease fee.
This is really disappointing because after about 10 years of reasonably good service, just as I leave, it feels like they are trying to squeeze me for a bit more and making migrating less than smooth.