Eclipse help!!!

cwylee

Basically two weeks ago i moved from AOL to Eclipse and since moving from them i've had very sloooow speeds. It takes forever to load a page up and half the time i can't even connect to the internet.

The first week i wasn't pleased so i gave them a call and they said wait till 10days for the line to be stable. So i waited 10 days and still no difference really so i wanted to see if i can cancel and they said i can but have to pay £47 cancellation fee as i had gone over the cooling off period and i asked them how many days their cooling off period is and they said 7 working days from when you signed up. So basically inbetween signing up and getting connected i have lost that period of time. Does that seem right?

Anyway since then i have been phoning technical support and they haven't been much help. They've told me to put filters in and i have done and i couldn't get a connection at all so i took them back out, they've done various checks and said the line is fine, so does anyone know why my connection is sooo slow cos when i was using AOL it was fine. Wished i never had moved to Eclipse now cos all i have had is problems with them.

Paul_Varjak

Which Eclipse Internet service have you signed up for?

What speed do u get when using this internet speed test?

http://www.speedtest.net/

If you use a router have you checked your S/N ratio? If so, what is it?

Have you also checked your line attenuation? If so, what is it?

It may be that all the rain we have had has caused you problems - and that just coincides with your transfer to Eclipse. I use Eclipse and usually get aboout about 480kbps download speed (occasionally 960kbps) - the connection is nominally 8mbps but I know my line at 60db attentuation cannot really handle more than 1mbps. My phone line connection was bad with all the rain and my speed decreased to about 64kbps

It is correct you have seven days to cancel but you have to do this before using the service! That is why they usually connect you more than 7 days after you sign up - in order that you get the cooling-off period.

Wayne3765

I used to be with Eclipse and left ( around a year ) ago due to similar problems to the ones you mention and had eclipse claiming the problems were my end.

I used to get around 0.5 to 1.5 Mb download speeds with Eclipse, funnily enough the day I left the problems cured themselves :rolleyes: as using exactly the same equipment and set up my speeds increased a lot and I now usually get between 3 - 4Mb.

Look at the reports here and here , looks like a lot of others are having the same problems.

P.s. When I migrated I got let off for the months notice as a goodwill gesture because of my complaints regarding the pathetic service I was receiving ,if you complain enough you should get out of the £47 cancellation fee , mention your going to contact trading standards for advice under the sale of goods act as the service is not fit for the purpose if you can't browse the web on it.

cwylee

Im on the evolution option4 for £29.99 a month. The speed test results i got were 144kb/s for downloads and 129kb/s for uploads. I am connected via a wireless router.

Sorry for being thick but what is the S/N ratio and line attenuation and how do i find them out. Thanks

EDIT: just done the the speed tests again and got 1184 for d/ls and 254 for uploads.

Wayne3765

cwylee wrote: »

Sorry for being thick but what is the S/N ratio and line attenuation and how do i find them out. Thanks

What is SNR ratio ~ Look here

How to find out line stats ~ have a look for your router in the list here .

cwylee

Thanks... have just checked S/N ratio is 15db downstream and 23db upstream and line attenuation is 42db downstream and 11.5db upstream.

I called eclipse earlier on to try and cancel but they insist that i had to pay the cancellation fee so i called consumers direct for advice and they told me to tell them that they were in breach of contract as they couldn't offer me the service they provide called back eclipse and they still wouldn't budge and got me to do all these speed tests for them for various days and time so they can try and improve the speeds. Bloody idiots are trying to get me to do their jobs for them!!!

Paul_Varjak

If you are on Evolution 4 - that is their top package, supposedly giving top speed at all times and unlimited downloads.

Your s/n ratio at 15db is comparable with mine - but does it fluctuate at all? If it fluctuates that is indicative of (perhaps) water ingress.

Have you tried doing a QUITE LINE TEST? Ring 17070 from your telephone (assuming it is a BT line) and select option 2. Is there any humming or hissing?

Also try plugging your modem/router into the BT master socket by removing the bottom half of the fron panel of your main BT socket and plugging into the socket behind that panel. Removing the front panel also (usually) disconnects all extention sockets.

Also, log into your Eclipse account and see what the suggested maximum speed for your line is.

You can also try the BT Wholesale speed test: http://speedtester.bt.com/

Don't try this test during the evenings as it will probably be busy. Try it at, say, 7am!