Best UK ISP for UK Broadband – Eclipse (A review)

So I thought I would break away from the usual “very technical” programming tutorials and today write something that bears a bit more relevance to the average UK household – broadband ISPs.

This subject is something I feel quite strongly about, as I’m obviously just not an everyday Internet user. Occasionally I game online, I regularly stream HD media via services such as iPlayer and I’m always browsing countless pages as well as maintaining websites via services such as FTP. Therefore I feel a reliable broadband service is pretty much the bread and butter for me – almost as important as something like running water and electricity. So forgive me if this article waffles on a bit.

Therefore I felt it appropriate that I draw peoples attention to a company that doesn’t always get brought to most peoples attention on the TV or in newspapers and so on. Admittedly, they aren’t as well known as the likes of BT, Virgin, Sky, Tiscali or TalkTalk, but what they lack in reputation they sure as hell do make up for in service. That company is Eclipse Internet – quite easily the UK’s best broadband supplier. And here’s why.

A Comparison

Obviously I can’t spout off a claim as big as saying that Eclipse are #1 ISP in the UK without some circumstantial evidence, so I’ll do my best to back it up. Let’s compare them to another very well known ISP who sadly I have (very unpleasant and rubbish) dealings with – Sky. I’m not even going to link to them because quite frankly why would they deserve a back link from me? They are simply a shocking company. Let me explain.

I’m writing this blog post from home, and where I live I lodge with a great family who sadly use Sky broadband. Obviously, the choice of ISP isn’t up to me here. I have lodged here for a little over a year now and in that time I have noted just how pathetic Sky broadband are in the provision of their ADSL service. On the other hand, for a client of mine who’s network I manage I happily use Eclipse Internet for their Internet connection.

The first problem I had with Sky is the speed. Despite us living under a mile from the exchange, and apparently our line being capable of full 8mbps ADSL speeds, the router was only syncingat 2272kbps – which is around 2mb. Obviously, this is bad because if you’re paying for an 8mb service and getting 2mb, then you’re only getting a quarter of what you pay. So naturally at this point we got in touch with Sky and reported the problem to them. We got nowhere, beyond the arbitrary diagnosis process of the indian call centre personnel – which came down to the following:

1. Checking the lights on the router
2. Turning the router off for (insert seconds here) and then back on
3. Plugging the router into your main BT socket
4. Switching around microfilters
5. Scanning for viruses/spyware/malware on your computer
6. Ensuring you have no P2P applications running on your computer.

Once all this failed, it was just a case of ticket tennis – and bouncing between departments whilst racking up a ludicrous phone bill calling their stupid 0870 numbers. We’d even get the usual promises of phone calls back from various engineers – but still nothing. Obviously as I work in IT I knew this wasn’t good enough. It’s just laziness and lack of dedication to the customer. The problem wasn’t hard to fix. In the end, months went by until I managed to convince them that the line stabilisation process hadn’t originally completed successfully and we needed to undergo another one. This could be identified by looking up the SNR/noise margin and other stats off the router. Once I managed to convince Sky of this, an engineer instigated this immediately and within a week our router was syncing at the full 8mbps. Why should I have to do this? What kind of pathetic company relies on their customers to diagnose faults for them?

So now with a connection that is syncing at the full 8mbps, you’d think everything would be honky dory but sadly this isn’t the case, as some Sky customers would agree. The speed issues weren’t exactly improved because Sky seem to have a slight issue with overcrowding. Their contention must be something like 1000 customers fighting for 1 connection because anytime between the hours of 4pm and 12am, any day of the week, the Internet is literally unusable. This may sound like an exaggeration, but I kid you not. You can expect being a customer of Sky that in peak times, your download speeds will drop to about 0.30mbps, at best, with severe latency.

Forget online gaming – it will take about 3-5 seconds before your actions will register with other players – the lag is horrendous. Forget watching videos on YouTube or streaming TV shows on BBC iPlayer. Hell, forget even being able to browse normal Internet pages – as I can get that done ten times as fast on my iPhone with my O2 3G connection. It plainly and simply is – completely unusable at any time, unless you are nocturnal and are online in the middle of the night, or you don’t have a job and spend all day online gaming. But who is/does?

Admittedly, I’ll give Sky some credit. In the middle of the night you can expect some decent figures. You can download stuff at around 800-900KB/sec at 3am, but sadly in the real world only 0.05% of their users are awake at this time – so it’s going to be quicker.

To conclude on Sky, I’ll wrap up and give you one simple warning. Avoid. If you want to use your Internet connection at any normal hour of the day, don’t even bother with them. They are simply the worst company I have ever dealt with for service and support, and their broadband is completely unusable.

So what about Eclipse?

Now that’s over with, let me compare to Eclipse. I fear this section of the blog entry will be much much shorter as there is little to say about them, apart from they are simply staggering.

So what is so great? I think it mainly comes down to support. Compare Eclipse to the likes of Sky/AOL/BT – what stands out the most is dedicated, friendly, helpful support personnel who are in UK based call centres. If you ring Eclipse, they will answer within literally a few seconds, and you’re straight away talking to someone who is willing to help you and you get that pleasant impression that they want to help you as much as they can. They are also incredibly knowledgeable.

For my previously mentioned client who’s network I manage, I occasionally have to ring up Eclipse because of little concerns on the line. A couple of weeks ago I noticed that peak speeds had dropped to around 300KB/sec downstream. Compared to Sky, you’d think that heaven! But with Eclipse I knew that this wasn’t the norm, as usually we’d expect to be getting around 600-800KB/sec all day long.

The support chap at the other end was as usual – completely amazing. The first thing he looked at was the status of the  local exchange, and he informed me that upgrades were currently being performed, so this may have temporary impact on the speed of the connection. He then looked at the stats of the line, including the SNR and noise margin and so on – where he looked at what Sky so crucially overlooked – whether the line needed to restabilise. He checked how long the connection from the router to the exchange had been up, and in what quantities. He politely explained to me that as the exchange upgrades would require another line stabilisation, that the router should be up as long as possible as any sustained drops in the connection would result in a slower overall sync speed. Ring any alarm bells? This is how ADSL support should work – knowledgeable, well trained and helpful staff. For pete’s sake – take note, Sky.

It didn’t really stop their, I went on to ask him that in the best interests of my client, what are the alternatives in their area for a faster Internet connection – such as ADSL2/21CN/SDSL and so on. I just wanted an answer in layman’s terms – is there a fast alternative without breaking the bank. To which he replied that he wasn’t sure, but would I mind holding as he’d go and check with his more experienced colleagues in the office for a definitive answer. Awesome! How many other support people would just leave it with a simple “no no no Mr Edwards you must pay us £xxxx” and so on. This is why with Eclipse you can be sure that the support people want to help you.

Conclusion

So I think I’ll sum it up – already at nearly 1500 words, this is quite a comprehensive comparison. So I’ll finish with a simple conclusion: If you want broadband that works at less than 4% of the speed you pay for the majority of the time, with rubbish, foreign, clueless and sometimes abusive support staff, use Sky Broadband.

On the other hand if you want broadband that just… “works”  with excellent, friendly, helpful and knowledgeable staff to help you out in the very rare event you have problems, go with Eclipse. I can categorically say that in my experience Eclipse Internet are the best UK Broadband ISP by far.