Wanted to recontract for another 24 months since the service and speed has been good and there's been very little downtime. Friendly, fast and attentive support from customer services ensured th... See more
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Wi-fi disappeared around 09:50. At 10:38 rang Brillband 07 support number and was placed in queue. Hung up after 2 minutes, assuming a general service outage. 10 minutes later a Brillband agent rang m... See more
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I was asked for a review so here it is. In the few years I've been with Brillband, I've never had a price increase, I've never received a harassing email about an increase in the monthly price. That w... See more
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Having come from a major media supplier beginning with V I must say the customer service I have received today from Alicia was amazing. My concerns adressed in minutes. My service was installed from s... See more
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Company details
About Brillband
Written by the company
Quick Links
Switch to Brillband Chat to Us on WhatsAppAt Brillband, we're building a broadband service that puts people first. We offer fast, reliable, full-fibre broadband with a difference: we genuinely care about your experience.
Whether you're working from home, gaming, streaming, or just staying connected with family, our mission is to make broadband brilliantly simple and refreshingly human.
We deliver full-fibre connectivity directly to your home, ensuring ultrafast, stable internet with no copper, no hassle, and no surprises. Our UK-based customer care team is here 7 days a week — and when we say we're easy to reach, we mean it. You can message us on WhatsApp and we’ll typically reply within a minute. No scripts, no bots, just real people who listen and act.
Brillband is proud to be one of the UK’s most transparent and trusted internet providers. We offer straightforward pricing, no in-contract price hikes, and a modern support experience that puts people before processes.
Whether you're searching for “best broadband UK,” “no-nonsense fibre broadband,” or “customer-focused internet providers,” Brillband is here to deliver better broadband, better service, and a better way forward.
Join the thousands switching to a broadband provider that does things differently. Brillband. Broadband for brilliant people.
Broadband, Built for You
Written by the company
- Revolutionising Broadband from the Heart of Glasgow
- Brillband was born in Glasgow with a simple mission – to become the most loved broadband provider on the planet. We’re challenging the status quo with fast, fair, and reliable broadband, free from confusing packages and mid-contract price hikes. It’s broadband, built for you.
Contact info
United Kingdom
- brillband.com/contact
- brillband.com
4.3
Excellent
523 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great quick service by Scott on the web…
Great quick service by Scott on the web chat. Answered my query and sent out a new router . Always get a good experience when dealing with Brillband. Good communication and speeds.
August 22, 2025
Unprompted review
Reply from Brillband
That’s brilliant to hear — Scott will be buzzing to know he got you sorted so quickly! 🚀 Thanks for the kind words and for shouting out the team, we really appreciate it. 🙌
- Team Brillband ⚡️
Internet keeps freezing and there is no…
Internet keeps freezing and there is no number to cal them so had to cancell
August 22, 2025
Reply from Brillband
Hi Tracy, we’re really sorry to hear this was your experience.
We do want to clarify that members of our team did reach out to you by phone to try and help resolve the issue. Unfortunately, they weren’t able to continue supporting you at the time due to the abusive language used during those interactions.
We’re always here to help our customers and do our best to get things sorted.
All the best,
Team Brillband
Reply from Brillband
Brilliant to hear you’re loving the service and speeds — that’s what Brillband’s all about! 🚀🙌
- Team Brillband ⚡️
Although our issue was fixed quickly by…
Although our issue was fixed quickly by City Fibre , we were refused a new EERO by Brillband even though the engineer recommended we get one. Which seems very strange
August 13, 2025
Reply from Brillband
Hi David, glad to hear CityFibre got your internet back up and running quickly — always a relief when that’s sorted! It’s also great that the engineer gave you some advice about the router.
Because CityFibre engineers work with loads of different routers, the advice they give is useful but not always a perfect fit for every set-up. That’s why we do a few extra checks on our side — like Emma did with you on Tuesday. In your case, everything looked normal on the router’s thermal levels and the Eero app showed things were running smoothly again.
That said, if you do have any more problems, please just give us a shout. We’ll happily dig in and, if needed, can even look at sorting you out with a refurbished replacement router.
- Team Brillband ⚡️
No help wat so ever
August 19, 2025
Reply from Brillband
Hi Linda,
sorry to hear you’ve felt a bit stuck with this. Just to let you know, Alisha’s on the case and is waiting on your reply so she can get everything sorted for you. 😊
-Team Brillband ⚡️
TV WiFi connection problem quickly solved…
Alisha provided rapid and knowledgeable support to quickly resolve a WiFi connection problem to my TV, advising how to optimise the WiFi frequency for connection stability for this device.
August 15, 2025
Unprompted review
Reply from Brillband
Hi Adam, thanks a bunch for the lovely feedback! 🙌
We’re so glad Alisha could jump in and get your TV connected nice and quickly — and it’s great to hear her tips on WiFi stability came in handy too. We’ll make sure she sees your kind words, you’ll make her day! 🌟
- Team Brillband ⚡️
Avoid at ALL costs
Brillband is one of those companies that steal your money and offer you speeds “up to” 900mbps. They use out-dated eero technology which is very unreliable as well as their actual customer service team. You can only ever get a hold of them between 9-5, which most people work 9-5 Monday to Friday so getting a hold of someone is a nightmare.
Brillband also “incentivises” you by offering you 1 month free by referring someone to join them. If you refer 14 people, you get 14 months free, yes it’s good, although it’s very pyramid schemey. Once you’re in, you’re in.
Communications from them drop, and when you miss a payment you will suddenly hear from them, haha.
Their social media sites are full of crap. Why am I paying for terrible slow speeds while your staff are making tiktoks. “I have one daughter👆”. If you know, you know. Spend my money on FIXING your speeds
August 15, 2025
Unprompted review
Reply from Brillband
Hi there, thanks for taking the time to share your experience — we’re really sorry to hear how unhappy you’ve been with Brillband.
We’d like to reassure you that we don’t cap or throttle speeds — our service is delivered over full-fibre connections capable of up to 900Mbps, but we know speeds can sometimes vary depending on set-up, equipment, and wider network conditions. Our support team is always happy to troubleshoot to make sure you’re getting the best performance possible.
In terms of customer support, we’re available 7 days a week, and from September onwards we’ll also be online until 19:30 to make it even easier to reach us outside of standard working hours.
Our referral programme is designed simply as a way to reward customers who recommend us — there’s no catch, and we operate like most other broadband providers with customer contracts.
We’re sorry if communication has felt lacking at times — that’s an area we’re working hard to improve, and your feedback is really valuable in helping us do that.
If you’d like, we’d love the chance to look into your connection specifically to get to the bottom of the speed issues you’ve been seeing. Please do reach out to the team and we’ll make this a priority.
- Team Brillband ⚡️
I could not be happier
I could not be happier. When i spoke with brillband staff. They where always very polite. Very helpful. And told me everything i needed to know. There broadband is very quick.i have told quite a few people i know. When there current broadband contract finisges they will be calling broadband.
August 14, 2025
Reply from Brillband
Hi Matthew, thanks so much for the amazing review! 🌟
We’re delighted to hear how happy you are with both our team and our broadband speeds — that really means a lot to us. It’s brilliant to know you’ve already been recommending us to friends and family too — word of mouth is the biggest compliment we could ask for! 🙌
- Team Brillband ⚡️
Reply from Brillband
Hi Linda, Thanks so much for the glowing review! 🌟 We’re over the moon to hear you’d highly recommend us — that means the world to the whole Brillband team. 🚀
Team Brillband - ⚡️
No broadband, no status page, no excuse.
I will continue to score Brillband 1 star until they implement a proper, public status page.
Since switching from Sky to Brillband, the number of outages has been completely unacceptable for a broadband provider. Because there’s no status page, I don’t just waste time contacting support — I also waste time troubleshooting the problem myself, only to eventually find out it was never something I could fix in the first place.
The lack of transparency is made worse by how slow you are to proactively inform customers of issues. Instead, we’re left in the dark, burning our own time and energy for something that could be solved with a simple, real-time status page.
August 11, 2025
Reply from Brillband
Hi there, thanks for taking the time to share such detailed feedback — and I’m really sorry for the frustration this has caused.
We completely understand how valuable a real-time status page would be, both for transparency and to save you from wasting time troubleshooting something that’s actually a network-wide issue. You’ve made some fair points here, and I want to be clear that your feedback has been heard.
We are actively reviewing ways to improve how we communicate outages — including the possibility of a public status page — so customers can get instant, accurate updates without needing to reach out.
I appreciate you raising this with us, and I’m sorry again for the disruption you’ve experienced since joining. We’ll keep pushing to make our service more reliable and our communication faster and clearer.
All the best,
Team Brillband
Helpful Tips and Advice
Good information and helpful suggestions from staff as usual.
August 3, 2025
Reply from Brillband
Thanks so much for the lovely feedback! 😊 We’re really glad you’ve found our tips and advice helpful — our team’s always happy to share a few tricks to make things easier.
-Team Brillband ⚡️
Reply from Brillband
Thanks so much for the kind words! 🌟 We’re chuffed to hear you’d recommend us — that means the world to the whole Brillband team. 🙌
- Team Brillband ⚡️
All sorted quickly efficiently…
All sorted quickly efficiently excellent speeds and connections even at peak times still fast
August 8, 2025
Reply from Brillband
Hey Matthew, thanks for the awesome review! 🎉
We love hearing that everything got sorted quickly and you’re still flying along at top speeds — even at peak times. That’s the Brillband way! 🚀💨
Here’s to many more nights of buffer-free streaming and lightning-fast browsing. 🙌
- Team Brillband ⚡️
They are good
July 31, 2025
Reply from Brillband
Thanks so much for taking the time to leave a review — we're really glad to hear you're happy with the service! 😊
If there's ever anything we can do to make things even better, just let us know.
Team Brillband ⚡️
CityFibre Becoming more unreliable and untrustworthy
I work in IT Security incident response and I am on call constantly. We have been responding to an incident this weekend through into this week, and I have been unable to effectively manage the incident as you have been down for most of Sunday and now today as well. This is not only affecting my ability to work, directly affecting my income, it is also affecting my reputation and my ability to affectively help get very vulnerable customer back to a working position. It has been extremely stressful, especially for my customers. I need a reliable provider and recently that has not been you / CityFibre. The slow response times, lack of information or Post Incident Review is worrying, and the fact that a company with as large a coverage as CityFibre does not have adequate resiliency is very concerning. I need to move to a more reliable provider but to do this you are quoting me over £400 to cancel the current contract (that you are currently unable to fulfil).
August 4, 2025
Reply from Brillband
Hi Sean, thanks for taking the time to leave this review — and we're really sorry to hear about your recent experience.
We completely understand how critical a reliable connection is for the work you do, especially when it directly impacts not only your own responsibilities, but also your customers and their wellbeing. It's clear this recent downtime has caused significant stress, and for that, we sincerely apologise.
We’ve been working closely with CityFibre throughout these recent outages, and we share your concerns around reliability. We’re continuing to push for better resilience and faster communication during incidents, and your feedback is a valuable part of that conversation.
If you’d like to discuss this further, including anything around your current contract, please reach out to our team — we’d really like the chance to talk it through with you directly.
- Team Brillband ⚡️
Anytime there is a issue with the…
Anytime there is a issue with the broadband service either going down or degraded, takes a while before anyone responds to various messages either through WhatsApp or email, example today I received a WhatsApp message reply to my query informing me there is an issue with broadband and city fibre was aware, however my request was sent the day before and the issue was resolved by city fibre the day before, and I am now getting a reply a day late to say" we are aware of an issue affecting broadband service and city fibre is looking into issue" so come on brillband get your help service up to date.
August 6, 2025
Reply from Brillband
Hi William, thanks for your feedback — and really sorry for the delay in getting back to you.
We completely understand how frustrating it is when you're experiencing a broadband issue and don’t hear back straight away. In this case, the outage was a bit intermittent, so we were trying to identify and reach out to anyone who may have been affected as the situation developed.
That said, we totally take your point and we’re actively working on improving our response times during service issues. Thanks again for your patience — we really do appreciate it.
- Team Brillband ⚡️
Reply from Brillband
Hey Ian, thanks for the review!
I had a look and saw that Cassie helped you out on the 29th of July with your enquiry. If you ever need to jump on a call with us in future, just give us a shout — we’ll be happy to set one up for you.
-Team Brillband ⚡️
Reply from Brillband
Sorry to hear you felt your question wasn’t answered — that’s never what we want.
I’ve had a look and can see that Cassie responded to your message yesterday at 15:49. If anything’s still unclear or you’ve got further questions, just let us know — we’re happy to help.
– Team Brillband ⚡️
RECOMMENDED COMPANY
Very prompt response and delivery. Decent quality connection.
Very happy with the service
August 3, 2025
Reply from Brillband
Really appreciate you taking the time to share this — we're so glad you're happy with the service!
Fast responses and solid connections are exactly what we’re here for. Thanks for recommending us 🙌
– Team Brillband ⚡️
Reply from Brillband
Hey Julie! We love that you’re loving everything about the internet with us 😊.
If there’s anything you need or anything we can improve, just shout.
– Team Brillband ⚡️
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