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Standard User cheshire_man
(knowledge is power) Fri 27-Jan-12 23:37:58
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Eclipse Home Broadband Products


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Eclipse Home Lite is £12.50 for 2GB usage allowance, Home Select is £20.50 for 50GB.

It would seem there's a big jump both in price and usage allowance between these two products. It's a shame they don't offer one around 10-15GB at, say £15.

I suspect the number of users on the LITE product is fairly small given the low usage allowance.

Tony
ISP Representative Eclipsestaff
(isp) Thu 02-Feb-12 13:50:31
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Re: Eclipse Home Broadband Products


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

I'll pass your comments on about the leap between Home Lite and Home Select to our products guys.

I have to admit, I dont know the exact numbers, but you may be surprised at the amount of people on Home Lite. I think people see them as a nice standard little package for emails and web browsing.

Andy

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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User broadband66
(experienced) Fri 03-Feb-12 12:26:43
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Re: Eclipse Home Broadband Products


[re: cheshire_man] [link to this post]
 
I used to be on the home-lite and was more than satisfied but the lure from O2 at £7.50 was too much. Now £9.50

I still use less than 2Gb/month even though I'm on an unlimited package. There must be thousands like me that that don't download films and use the internet to browse and email only.

Was Eclipse Home Option 1 & VM 2Mb
Now O2 standard


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Standard User cheshire_man
(knowledge is power) Wed 11-Jul-12 18:48:25
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Re: Eclipse Home Broadband Products


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

Tony
Standard User john7
(member) Sat 14-Jul-12 09:15:04
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Re: Eclipse Home Broadband Products


[re: cheshire_man] [link to this post]
 
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?


The other thing is that these allow unrestricted overnight use! As someone who backing up on line its crazy that it makes no difference to me if I run the backup mid-day or at midnight! Unlike my son who backs up to me who is unrestricted after 11.00pm. Given the costs of extra GB month with Eclipse itís getting tempting to look elsewhere given that this looks to me the same old sales tactic of offer good deals to get the punters in and rely on inertia to keep them when the next good deal is offered to those you want to attract. With a low price/budget product I can accept that but Eclipse is one of the most expensive BB products out there so its very easy to find productís offering the same for much less so they need to keep customers not just attract them!
Standard User cheshire_man
(knowledge is power) Sat 14-Jul-12 09:31:14
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Re: Eclipse Home Broadband Products


[re: john7] [link to this post]
 
In reply to a post by john7:
With a low price/budget product I can accept that but Eclipse is one of the most expensive BB products out there so its very easy to find productís offering the same for much less so they need to keep customers not just attract them!
Totally agree.

I've been with them 9 years but am seriously starting to wonder why I continue to stay with them. My son who recommended Eclipse to me in 2003 has recently left them because they couldn't/wouldn't resolve his connection or speed for BT Infinity and is delighted with the offering.

Tony

Edited by cheshire_man (Sat 14-Jul-12 09:38:04)

Standard User john7
(member) Sat 14-Jul-12 14:57:56
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Re: Eclipse Home Broadband Products


[re: cheshire_man] [link to this post]
 
I was phoned about this combined phone and BB deal and the sales person admitted my separate BT line rental (£35.98) and Eclipse product (38) was cheaper than the Eclipse equivalent.
My son on another provider has fibre, over 20Mb, and phone for a btt less than I am paying for phone and a 4Mb BB service. It would be over £40 with Eclipse, why?
Standard User cheshire_man
(knowledge is power) Sat 14-Jul-12 17:40:40
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Re: Eclipse Home Broadband Products


[re: john7] [link to this post]
 
Maybe I'm old fashioned but I prefer to keep my land line, Broadband, and mobile as separate contracts - albeit our mobiles are PAYG. I know that doesn't, on the face of it, give me the best deals, but that's the way I prefer it. Nevertheless I increasingly feel that Eclipse are getting more and more out of line.

Tony
ISP Representative Eclipsestaff
(isp) Wed 18-Jul-12 10:28:16
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Re: Eclipse Home Broadband Products


[re: cheshire_man] [link to this post]
 
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.

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) Wed 15-Aug-12 08:21:09
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Re: Eclipse Home Broadband Products


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

Tony
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
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 customersí 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 Iíd 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 customersí 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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