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Standard User flippery
(regular) Wed 15-Aug-12 08:45:41
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Re: Eclipse Home Broadband Products


[re: cheshire_man] [link to this post]
 
In reply to a post by cheshire_man:
Good job I haven't been holding my breath in anticipation of a response.

I wonder how long Eclipse (or Kingston) will last as an niche ISP? Their products are very expensive and a key USP of high quality customer service is increasingly losing its validity. It's still reliable, but so are others round here using other ISPs, e.g. BT.

I'm saddened but not entirely surprised.

I also keep my line and calls separate from broadband.
I have just moved broadband to Eclipse and am impressed with peaktime speed and reliability. Not the cheapest but at least I can watch Iplayer at any time. Suits me.
Seems many ISP are now offering less options unless you incorporate phone and line.
BT want 18 months and only offer 3 flavours. Plusnet 2 flavours
At least with Eclipse I have only 1 month notice and can easily change.

Edited by flippery (Wed 15-Aug-12 08:49:01)

Standard User cheshire_man
(knowledge is power) Wed 15-Aug-12 09:09:41
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Re: Eclipse Home Broadband Products


[re: flippery] [link to this post]
 
Yep, Eclipse is very reliable and the speed of around 8Mbps is consistent.

I have my phone line with BT, it's absolutely reliable and I see no reason to change. I don't want to, and don't intend to, bundle line & broadband together.

Tragically more and more companies are doing nothing, or next to nothing, to retain their existing customers, preferring to try to gain new customers. But in a market with fewer and fewer customers not currently taking broadband (for whatever reason) they just seek to create churn among the nation's broadband customers.

They use euphemisms like downsizing and right-sizing to describe their the business strategy, though tactics would be a better description. And they forget the third 'sizing' - capsizing.

It must surely cost more to gain a customer with the 'special' deals, admin overheads, etc. than to retain existing customers. But seemingly many ISPs rely on inertia in the customer base. Like other industries - banking comes to mind.

Ah well, why should Eclipse be different in that respect, just a good bit more expensive.

Tony
Standard User cheshire_man
(knowledge is power) Mon 03-Dec-12 13:41:00
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Re: Eclipse Home Broadband Products


[re: Eclipsestaff] [link to this post]
 
In reply to a post by Eclipsestaff:
In reply to a post by cheshire_man:
Sorry to resurrect an old thread.

I see that Eclipse home "Broadband and Calls" packages have a choice of 3 broadband elements, 20 GB/month, 50 GB/month, or unlimited. But the stand-alone broadband is 2 GB, 50 GB or 100 GB / month.

This seems to penalise those who choose to take only broadband from Eclipse and have their land line from another company.

Why this disadvantageous discrepancy?
A good question that I don't have an answer for. I'll email your question over to the relevant team this end and I will let you know what their response is.
Just wondering as its well over 4 months whether the relevant team has received your email and has got round to responding to it?

If not when may I expect a response?

Tony


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ISP Representative Eclipsestaff
(isp) Fri 07-Dec-12 15:40:21
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Re: Eclipse Home Broadband Products


[re: cheshire_man] [link to this post]
 
Hi there,

Apologies for the delay in replying to you on this thread.

Following your comments on the Eclipse bundle offering I just wanted to confirm that after thoroughly researching our residential customers’ needs, we found most wanted to bundle all services with one provider, who could then offer one point of support, one bill etc.

There is of course still a need for those customers wishing to purchase these services separately, such as yourself, and we always welcome feedback on what we can do better. We do have our Business Broadband products providing 10Gb, 50Gb, 100Gb and Unlimited usage packages.

Since launching our Home Bundles we took on feedback and have since introduced a 10Gb Bundles usage package.

As mentioned feedback back is key and I’d love the opportunity to discuss your thoughts to help us shape our future product development. Please do drop us a DM with your details so that I can get in contact with you directly.

Many thanks

Phil Reynolds, Proposition Manager

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User cheshire_man
(knowledge is power) Fri 07-Dec-12 16:55:26
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Re: Eclipse Home Broadband Products


[re: Eclipsestaff] [link to this post]
 
Thanks, PM sent.

Tony
Standard User flippery
(member) Fri 07-Dec-12 17:49:28
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Re: Eclipse Home Broadband Products


[re: Eclipsestaff] [link to this post]
 
In reply to a post by Eclipsestaff:
Hi there,

Apologies for the delay in replying to you on this thread.

Following your comments on the Eclipse bundle offering I just wanted to confirm that after thoroughly researching our residential customers’ needs, we found most wanted to bundle all services with one provider, who could then offer one point of support, one bill etc.



Many thanks

Phil Reynolds, Proposition Manager


Not sure if " Thoroughly Researched", is the correct wording. i, as a Eclipse Customer was never consulted.
My opinion is, like other ISPs, Eclipse like the idea of extra profits which an all in one package brings. Also the 18 months contract does give a extra incentive.
I prefer to keep my line and calls separate from broadband. It gives me the 30 day option to move should broadband performance deteriorate.
On a plus point. I am entirely happy with product and cost. Whilst the cost may be more than a comparative ISP, the 24 hour reliability far out weighs the extra cost.
Standard User ionic
(fountain of knowledge) Thu 13-Dec-12 08:20:39
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Re: Eclipse Home Broadband Products


[re: Eclipsestaff] [link to this post]
 
Did you really find that "most wanted to bundle all services with one provider" or did you find that most want to pay as little as possible for the service which you can only provide by bundling? Did your market "research" point out that with bundled, minimum term services it's costly and difficult to move away from an underperforming supplier?

I only ask as I've seen some of these types of survey and they all tent to be somewhat (mis)leading.
ISP Representative Eclipsestaff
(isp) Thu 13-Dec-12 16:40:44
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Re: Eclipse Home Broadband Products


[re: flippery] [link to this post]
 
When we undertake research we do it via phone conversations or face to face to ensure we get true and unlimited feedback from customers, that way we can ensure we are not restricting answers to a limited selection.

We are always looking for extra customers to add to the research list so if you would be interested please drop us your contact details via DM.

Kind regards,
Phil Reynolds, Propositions Manager

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User cheshire_man
(knowledge is power) Thu 13-Dec-12 17:21:05
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Re: Eclipse Home Broadband Products


[re: Eclipsestaff] [link to this post]
 
I assume you got my PM.

Tony
Standard User cheshire_man
(knowledge is power) Fri 14-Dec-12 14:06:17
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Re: Eclipse Home Broadband Products


[re: Eclipsestaff] [link to this post]
 
Phil

Thank you for the call, it was helpful. I appreciated it.

Tony
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