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
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See how their reviews and ratings are sourced, scored, and moderated.
There is a reason they are called BRILLband.
Amazing people based company.
Haven't joined these guys just yet. But will do when my move is finally complete... A mix up with my order and the router being delivered to my new address with no sign of said router. Brillband have been more than supportive of a woman in a crisis.. other Big Time players. The clue is in the capital letters. Would normally still charge and start a contract. These guys have been more then helpful. The customer service feels more like an old time friend rather than someone just doing their job.
Well done all of you!!
October 13, 2025
Reply from Brillband
Hi Jackie,
Wow—thank you for such a warm and wonderful review! It means the world to hear that even before becoming a customer, you’ve felt genuinely supported by our team.
We're here to make things easier, not harder, especially during a big move, and we're so glad that came through in your experience. When you're ready to join us, we’ll be thrilled to welcome you aboard!
Thanks, Team Brillband ❤️
My guide Scott was so helpful to get me…
My guide Scott was so helpful to get me connected totally recommend brilldand 💯
October 1, 2025
Reply from Brillband
Brillband Review Responder said:
That’s brilliant to hear! We’ll be sure to pass your kind words on to Scott — he’ll be delighted to know he made getting connected such a positive experience. Thanks so much for recommending Brillband, it means the world to us!
Thanks, Team Brillband ❤️
Set up was super easy and I am really…
Set up was super easy and I am really happy with the service.
October 8, 2025
Reply from Brillband
That’s fantastic to hear! We’re so glad you found the setup super easy and that you’re really happy with the service. Making things simple and seamless for our customers is exactly what we aim for, so your feedback means a lot.
Thanks, Team Brillband ❤️
Screw-up swiftly put right
On June 7 2024 I began an 18-month contract on Brillband's CityFibre Full Fibre 900 National package at £35 a month, with the first month and final two months free of charge (averaging £29 a month over the full 18, plus £3).
This morning - the start of my penultimate contract month, supposedly the second of my three freebies - I received an email from Brillband thanking me for the sum of £35 they'd successfully charged to my credit card account.
So I rang their contact number 0141 673 5010, explained the situation to the rep and was immediately granted a £35 refund. Job done.
October 7, 2025
Reply from Brillband
Hi David,
Thanks so much for sharing your experience — we really appreciate you taking the time to let us know how things went. We’re sorry for the initial billing hiccup, but we’re delighted to hear our team got it sorted swiftly and painlessly for you. That’s exactly the level of service we aim for, even when the occasional slip-up happens.
We’re glad everything’s now back on track with your contract and hope you continue enjoying your Full Fibre 900 connection!
Thanks, Team Brillband ❤️
support were really helful when i was…
support were really helful when i was setting up, wifi very fast
October 1, 2025
Unprompted review
Reply from Brillband
Hi Jess,
Thanks so much for sharing your experience! We’re delighted to hear that our support team were helpful during setup and that you’re enjoying fast WiFi — that’s exactly what we aim for.
We really appreciate you taking the time to leave us this feedback.
Thanks, Team Brillband ❤️
No e-mail saying,cancelling contract.
No e-mail saying,cancelling contract.
Even thou account up too date!
No WiFi for under a week.
Not being able to pick up phone a speak with someone.
September 24, 2025
Reply from Brillband
Hi there,
Thanks for leaving your review. Just to clarify, your account was cancelled because there was an outstanding balance on it. The payment was only received on the same day the cancellation took place, and by then the process had already been actioned.
We did reach out on numerous occasions beforehand to advise that cancellation would occur if the debt wasn’t cleared, so this shouldn’t have come as a surprise. That said, we’re sorry if it felt unclear on your side and understand how frustrating it must have been to go without service for that period.
We’ll take your comments on board as we continue working to make our communication as clear and timely as possible.
Thanks, Team Brillband ❤️
Avoid at all costs – incompetent service and zero accountability
I had broadband due to be activated on 24th September and received confirmation the next day from Openreach. The service never worked. When I contacted support, I was told the order was “stuck” and would be sorted that day – it wasn’t.
From then on, I was left completely in the dark. Not once did the company proactively update me – every single interaction was me chasing them. The excuses were vague at best, usually blaming Openreach, but ultimately it’s their responsibility to manage suppliers.
The billing was just as bad. My first invoice was wrong (a promised £30 discount showing as £0.00), and when an invoice was resent there was no way to pay it. I was told it would be corrected but it never was.
Meanwhile, I was left without broadband for over a week. I work and run a business from home, so I had to rely on mobile data – costing me around £10 a day plus the expense of upgrading to unlimited data – just to stay operational.
Even after logging a complaint, no one ever followed up. The whole experience showed me how unprofessional and unprepared this company is.
In the end, I had no choice but to cancel under the 14-day cooling-off period. Absolutely shocking service from start to finish – save yourself the stress and avoid them entirely.
September 23, 2025
Unprompted review
Reply from Brillband
Hi there,
We’re really sorry to hear how frustrating this was for you. We want to be clear that a formal complaint was raised on your behalf, and when we do this we follow strict processes and service-level agreements. In your case, we were within those timeframes and the fix for the issue was already underway with our supplier.
That said, we absolutely understand how difficult it must have been to be left without broadband while running your business, and we appreciate that it felt like you were doing all the chasing. We should have communicated more proactively with you throughout, and that’s something we’ll continue to improve on.
We’re disappointed we didn’t get the opportunity to resolve this fully for you, but thank you for sharing your feedback — it helps us strengthen the way we support our customers.
Thanks, Team Brillband ❤️
OK service. No customer support
I'm a customer for about 8 months now.
The service is ok most of the times, but you'll notice quite a strong connection throttling on regular basis, specially during peak hours.
My address is in south of England but, for some reason, I'm connected to access node in Glasgow. The major consequences of this are a) high latency (17ms +) and b) every site I visit identifies my connection as being in Glasgow...
But for the real issue: customer support is useless.
First, customer support working hours is 9:00h-17:30h. If your internet is off out of these hours, there is nothing you can do. This has happened to me. And because my connection shows as being in Glasgow there was no reported issue 'in my area'.
In mid-august I found I could no longer access
the travelsuppermarket website because "Cloudflare detected a DDoS attack from my IP address".
I have raised the issue with customer support at that time and it's still open. The reply is almost always the same "I've raised this with the technical team".
So, be warned. If you have any issue, don't expect it to be fixed.
August 18, 2025
Unprompted review
Reply from Brillband
Hi Vitor,
Thank you for taking the time to share your experience, and for being with us for the past 8 months—we really do appreciate it.
We’re sorry to hear that you’ve been experiencing issues, and we want to acknowledge that our support team has been working closely with you for some time on this. We’ve actioned two IP address changes at your request and have continued to investigate the Cloudflare block you've mentioned. While resolution has taken longer than we’d like, we’re absolutely committed to getting it sorted.
We also want to highlight that your current connection is still running on our legacy network. Many of the issues you're seeing—including routing concerns—may be tied to that. We’ve recently moved to the Aquila network, which is already delivering improved performance and stability for customers, and we’re actively working through the transition process.
On the support front, we extended our hours at the beginning of September—our team is now available from 9am to 7:30pm, Monday to Friday, bringing us in line with Sky and other major UK providers.
We’ll continue to follow up directly as we work toward a resolution. We genuinely value your patience and your feedback—it helps us continue to grow and improve.
Thanks,
Team Brillband ❤️
Solution found
I had a wifi problem, got in touch with them, the problem was resolved by Scott. Can't ask for much more
September 28, 2025
Unprompted review
Reply from Brillband
Great to hear Scott got things sorted for you so quickly 🙌 Thanks for taking the time to share — always nice when a solution comes together smoothly! 💜
- Team Brillband ⚡️
Reply from Brillband
Amazing to hear! 💜 We’re all about keeping things simple and hassle-free, so it’s great to know the team could help you out quickly. Thanks for sharing! 🙌
-Team Brillband ⚡️
Quality Quality Quality
Easy to set up, fast reliable wifi, great customer support. Finally a wifi company that does what they say they’re going to do 👏🏻
September 26, 2025
Unprompted review
Reply from Brillband
Quality, quality, quality — we LOVE this! 🙌💜 Fast WiFi, easy setup, and support that delivers… that’s exactly what we aim for. Thanks for the amazing shout-out, you’ve made our day! 🚀👏
-Team Brillband ⚡️
Very disappointing experience
On the date when I was supposed to get connected, 25th September 2025, no one turned up! I was given a time-slot between 12:00 and 5pm. About 4pm, I contacted their customer support on the “so convenient customer care WhatsApp chat”, who took 40 minutes to respond by telling me someone will come over to connect me by 6pm.
No one came! Regardless, Brillband made sure to take the month’s payment (£38) from my bank account. Is it not illegal to charge someone for a service that doesn’t exist?
Today (26th September) I had to chase Brillband on the WhatsApp chat again, as I couldn’t get through anyone on the customer service number they provided.
I was told they will raise a ticket and someone should update me on what went wrong, I was promised to get full refund for the payment they took by Direct debit before connecting me.
As of now, I haven’t heard back from anyone, I haven’t received my money back, I have no internet and I am supposed to work from home on Monday.
Total disaster and disappointment from not so brilliant Brillband! It seems they were brilliant only in obtaining my bank details and taking customers’ payments, promises given, but not kept!
I wouldn’t recommend to anyone!
Update as of 30th September:
I got full refund for the service I did not receive. Brillband representative called me after my first review was published to let me know they are investigating the issue. They said it’s something to do with the Cityfibre, not Brillband. However, since no one from Brillband could tell me when my household could be connected to broadband, I decided to sign up with another broadband provider.
I had a bitter experience, hence I still cannot recommend this company.
September 25, 2025
Unprompted review
Reply from Brillband
Hi Iskra,
We’re really sorry to hear how things have unfolded—we completely understand your frustration, especially with no engineer turning up on the day you were expecting to be connected.
Just to clarify a few points: the payment that was taken is processed automatically as part of our system once your activation is scheduled—it isn’t something we manually control. We also sent you a router worth over £100 ahead of your activation, which is part of the service setup.
The engineer visit is handled by our infrastructure partner, and unfortunately, their failure to attend is something outside our direct control. That said, we’ve raised a formal complaint with them to urgently investigate why you were let down.
Our team is committed to sorting this out for you. A member of our support team will be in touch tomorrow once our lines open to provide an update and ensure the refund we’ve promised is on track.
We genuinely appreciate you bringing this to our attention—even though it’s not easy feedback to read—and we’re doing everything we can to make things right.
Thanks,
Team Brillband ❤️
Stay clear
A month after my supposed connection date I still don't have internet and no contact from brillband. Total scam
September 16, 2025
Reply from Brillband
Hi there Amanda,
we need to be clear — this is absolutely not a scam. The reason you’re not yet connected is due to delays with the line provider, which are unfortunately outside of Brillband’s control. What we can do, and should have done better, is keep you updated throughout. A member of our team will reach out to you today to confirm the current status and next steps.
-Team Brillband⚡️
Stay Clear
Stay Clear. Shocking service and the router they give you is suppose to be this all singing amazing thing. Let me tell you it’s not. Struggles to find WiFi. No wonder they can keep prices the same. They need this ploy to get you interested.
September 25, 2025
Reply from Brillband
Hi there Ben,
We do need to be clear that our team went above and beyond to try and get you connected — one of our advisors even stayed after their shift to help troubleshoot with you. The issue wasn’t with the router or our service, but due to very low phone signal in your area at the time, which meant you couldn’t access the eero app to complete setup. We completely understand the frustration, but it wouldn’t be fair to describe this as “shocking service” when the limitation was outside of our control.
Team Brillband ⚡️
Reply from Brillband
Hi David,
we’ve not heard from you about any issues, so thanks for raising this in your review. Just to note — on your go-live day, it can take right up until midnight for your connection to become active. That said, I’ll have someone from the team reach out to you today to check in on your service and make sure everything’s on track. 💜
-Team Brillband ⚡️
Another great experience
Sadly i had to leave due to personal reasons, Alisha was amazing on whatsapp and got things moving for me very quickly
September 24, 2025
Unprompted review
Reply from Brillband
Thanks for sharing this 💜 We’re really sad to see you go but so glad Alisha could make everything smooth and stress-free for you. Wishing you all the best, and the Brillband door’s always open if you ever want to come back! 🙌
-Team Brillband ⚡️
Excellent service quick and efficient…
Excellent service quick and efficient Emma was amazing ,*****
September 24, 2025
Unprompted review
Reply from Brillband
Amazing to hear this! 💜 Thanks so much for the lovely feedback — we’ll make sure Emma sees your kind words (she’ll be buzzing!). Delighted we could get things sorted quickly and efficiently for you.
- Team Brillband⚡️
Fast and reliable
I’ve had Brillband for a while now, and honestly, I think my Wi-Fi is faster than my ability to make a cup of tea. Blink and Netflix is loaded, sneeze and the download is done. I used to think buffering was just part of life but Brillband has made it a distant memory.
Also, the eero router hasn’t once looked at me with judgment when I connect my fifth “smart” device that isn’t really smart. Points for that.
So, if you’re still on the fence, just remember: life’s too short for slow Wi-Fi and spinning circles. Go Brillband.
September 16, 2025
Reply from Brillband
Hi Miles,
This might be one of our favourite reviews ever 😂☕🚀 Love the tea-making speed test, and we’re so glad Brillband’s made buffering a thing of the past for you. The eero definitely won’t judge — that’s what it’s built for! Thanks a ton for sharing this, you’ve made our day. 💜
- Team Brillband ⚡️
If you live in flat
The Service was ok but when they come to install fibre was told cause I was in a two story flat that there not allowed to use ladders or go upstairs so I had to have box down stairs with is disrupting signal
September 14, 2025
Reply from Brillband
Hi there Malcolm,
Really sorry the install left you with the box in a less-than-ideal spot. The engineers do have to stick to safety rules in flats, which meant they couldn’t use ladders or go upstairs — but we totally get how frustrating it is when that impacts your signal. Please reach out to our team and we’ll go through some options together to help boost your WiFi coverage and make sure you’re getting the best experience possible.
-Team Brillband ⚡️
I decided to go with Brillband for…
I decided to go with Brillband for price,internet speed, 900mbps. I am not disappointed. I had difficulty in signing up before my previous contract finished. But low and behold I got connected on the day my previous contract ended. Technical help very good along with eero router and of course an Amazon company
September 20, 2025
Reply from Brillband
Hi Paul,
Thanks so much for sharing this! 💜 We’re really glad everything lined up smoothly with your switch — perfect timing! Great to hear you’re enjoying the speed, the eero, and that our tech support were able to give you a hand. Here’s to hassle-free broadband from here on out! 🚀
-Team Brillband ⚡️
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