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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Very quick to answer your query and the…
Very quick to answer your query and the broadband reliable.
March 10, 2026
Unprompted review
Reply from Brillband
Thanks so much for your kind words! We're really glad to hear that our team was quick to respond to your query and that your broadband has been reliable—that’s exactly the experience we aim to provide. If you ever need anything else, we're always here to help.
Thanks, Team Brillband ❤️
Alisha was very helpful
Alisha was very helpful and is doing her very best to sort my problem - excellent
March 3, 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for your lovely review! We’re so pleased to hear that Alisha has been so helpful and is doing her very best to get everything sorted for you — we’ll be sure to pass your kind words on to her 😊
It means a lot to us that you took the time to share your experience, and we’re always here if you need anything else.
Thanks,
Team Brillband ❤️
Great customer service from Lewis and…
Great customer service from Lewis and Alisha. They were extremely helpful and pleasant
February 25, 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for your lovely feedback! We’re thrilled to hear that Lewis and Alisha took great care of you. We’ll be sure to pass on your kind words to them — it’ll absolutely make their day 😊
Providing helpful and pleasant service is exactly what we aim for, so it means a lot to know we got it right.
Thanks again for taking the time to share your experience!
Thanks,
Team Brillband ❤️
Alisha was extrememly helpful
Alisha was extrememly helpful, communicative, friendly and fast
February 23, 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for taking the time to share this! We’re absolutely thrilled to hear that Alisha was so helpful, communicative, friendly, and fast — that’s exactly the kind of experience we aim to deliver every time. We’ll be sure to pass your lovely feedback on to her, it’ll make her day!
We truly appreciate your support and hope to see you back again soon.
Thanks, Team Brillband ❤️
Great customer service
The experience was great and they explained everything to me properly and I honestly have no issue at all
February 21, 2026
Unprompted review
Reply from Brillband
Thank you so much for your wonderful feedback! We’re so happy to hear you had a great experience with Brillband and that everything was explained clearly and properly for you.
Making sure our customers feel fully informed and confident is really important to us, so it’s fantastic to know we got it right for you. We truly appreciate you taking the time to share your experience!
Thanks, Team Brillband ❤️
Alisha is amazing
Alisha was amazing and an absolute credit to the company. Dealt with my response in one visit, and organised an engineer to come fix the issue the same day, when I reached out just before midday
February 20, 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for taking the time to share this! We absolutely love hearing feedback like this about our team, and we couldn’t agree more – Alisha really is amazing ✨
We’re so pleased she was able to handle everything in one visit and quickly organise an engineer for the very same day, especially with you getting in touch just before midday. That kind of efficiency and care is exactly what we strive for, so it’s wonderful to know she delivered such a smooth experience for you.
We’ll be sure to pass your kind words on to her – it will mean a lot!
Thanks, Team Brillband ❤️
Excellent customer service from Alisha…
Excellent customer service from Alisha today, from initial enquiry to having my question regarding installation answered took less than 2 minutes. No holding in queue, no irritating on hold music, and polite, enthusiastic operative
February 19, 2026
Unprompted review
Reply from Brillband
Thank you so much for taking the time to share this! We’re absolutely delighted to hear about your experience with Alisha 🙌
Providing quick, clear support—without the dreaded hold music!—is exactly what we aim for, so it’s fantastic to know your installation question was sorted in under two minutes. We’ll be sure to pass your kind words on to Alisha; she’ll be thrilled to hear she made such a positive impression with her enthusiasm and professionalism.
We really appreciate your feedback and your support!
Thanks, Team Brillband ❤️
Brillband? More like Still-band.
A few years ago, this would have easily been a 5/5 service. Unfortunately, times change — and Brillband has changed, not for the better.
Their website still displays social media icons that link to deleted or inactive accounts. Whether you’d call that false advertising or not, it’s at the very least extremely lazy. If you no longer operate Instagram, TikTok, Facebook, or WhatsApp support, then update the website to reflect that. Leaving broken links in place gives a poor impression and suggests a lack of care.
I understand that managing multiple platforms can be difficult for a smaller provider. However, removing all customer-facing channels without clear notice or communication raises questions about transparency.
Another major issue is communication during outages. When service disruptions occur, customers are not proactively notified via email or SMS. Even as a newer business, maintaining clear communication during downtime is basic customer service. Rolling back features that once existed feels like a step backwards.
Finally, I believe the current average rating reflects Brillband’s early days rather than its current standards. In its present state, I cannot confidently recommend the service due to reliability concerns and unexpected connection issues — including problems accessing certain websites, something I have never experienced with other providers.
February 12, 2026
Unprompted review
Reply from Brillband
Hi there Keith,
Thank you for taking the time to share such detailed feedback. We genuinely appreciate it, especially from someone who’s been with us long enough to see how we’ve evolved.
We’re really sorry to hear that your recent experience hasn’t reflected the standard you previously associated with Brillband.
Regarding the social media links, we’ve double-checked on our side and they are currently working as intended. It’s definitely not our intention to have any broken or inactive links displayed. If you’re seeing something different, we’d really appreciate if you could let us know which page you were viewing or share a screenshot via our live chat function so we can investigate properly. We want to make sure everything is accurate and up to date.
We completely understand your concerns around transparency and communication, especially during outages. Proactive updates during downtime is something we’re actively working to improve, as we agree that clear communication is a fundamental part of good customer service.
We’re also sorry to hear about the reliability issues and the problems accessing certain websites. That’s absolutely not the experience we want for our customers, and we’d genuinely welcome the opportunity to look into this further and see what’s causing it.
We know we’re not perfect, but we are constantly reviewing and improving our systems behind the scenes. Feedback like yours helps us identify where we need to do better.
If you’re open to it, please reach out to us directly so we can investigate your connection issues in more detail and work towards a resolution.
Thanks again for being honest with us.
Thanks,
Team Brillband
Superb
I've been with brillband for over a year now and from the start they have been extremely helpful and any issues I've had they have sorted them very promptly,in my experience they have a great customer service, highly recommended.
July 10, 2025
Reply from Brillband
Hi there,
Superb is exactly what we love to hear! Thanks so much for being with Brillband for over a year — we really appreciate your loyalty. It’s great to know our team has been helpful from the very start and that any issues have been sorted quickly when they’ve come up.
Your recommendation means a lot to us, and we’ll keep doing our best to deliver the great service you’ve experienced.
Thanks, Team Brillband ❤️
I had some trouble setting up my…
I had some trouble setting up my account so I got on the WhatsApp chat and got the very helpful Alisha who help me get everything set up and was very pleasant and professional throughout. If this first interaction is anything to go by, having Brillband as our internet provider was the right move.
February 6, 2026
Unprompted review
Reply from Brillband
Hi there,
Thanks so much for taking the time to share this! We’re really glad you reached out on WhatsApp and that Alisha was able to get everything set up smoothly for you. We’ll be sure to pass on your kind words to her — she’ll really appreciate it.
First impressions matter, so it’s great to hear your first interaction left you feeling confident that choosing Brillband was the right move. We’re excited to have you on board and are always here if you need anything.
Thanks, Team Brillband ❤️
WiFi connection drops. Helpdesk no reply…
I have sent multiple messages on what's app. Over the past 3 months. As I am continuing to have connection issues on my devices. With my sky TV. The worst affected. A sky engineer amended settings so eco mode is switched off but I still have same issue. Where WiFi is getting blocked. Not one reply.
October 31, 2025
Unprompted review
Reply from Brillband
Hi John,
I am so sorry to hear that you are having issues and have not received a response. We have no messages in our inbox from you. Can I check you are using the correct channels to contact us. You can reach us via our web chat here and someone can confirm the whatsapp number you have been using.
https://intercom.help/brillband-069a92c9f690/en/articles/11952762-want-to-say-hello
Team Brillband ❤️
The advisors have always been amazing…
The advisors have always been amazing in helping in any way that they can.
February 5, 2026
Unprompted review
Reply from Brillband
Thanks so much for your kind words! We’re really glad to hear that our advisors have consistently been amazing and helpful whenever you’ve needed support. That level of care is exactly what we aim for, so your feedback truly means a lot to the whole team.
Thanks, Team Brillband ❤️
Not without problems.
A bit hit and miss so far - Customer service excellent though.
Finally got a router, finally connected. Brillband have given me a month free for the problems - Thank you.
What a nightmare to set up the router - not for the faint of heart!
Speed okay so far - will see about the connection and any line problems throughout the contract.
February 3, 2026
Unprompted review
Reply from Brillband
We’re really sorry to hear how frustrating this experience has been, and we completely understand why you feel disappointed.
To clarify the situation, the delay on the line was caused by a cease order placed by your previous provider. Unfortunately, until that cease fully completed, we were unable to take over or activate the line on our side. This is something that sits outside of our direct control, but we know that doesn’t make the wait any less frustrating for you.
Throughout the process, our team has been in touch to keep you updated, and our support team is still actively working with you on a daily basis to get everything resolved as quickly as possible. We’re currently awaiting a response to the last message we sent so we can continue moving things forward.
We’re genuinely sorry this has not been the smooth experience we aim to deliver, and we appreciate your patience while we work to rectify the issue with you.
Thanks, Team Brillband ❤️
My goodness - Amazing!
My goodness! How good to have a more human approach to this. Absolutely amazing customer service and a delight to talk to.
February 3, 2026
Unprompted review
Reply from Brillband
My goodness — thank you! This really means a lot to us 😊
We’re so glad you felt the human side of Brillband. Our team genuinely cares about making things clear, friendly, and easy, so hearing that it came across that way absolutely makes our day. It’s been a pleasure chatting with you, and we really appreciate you taking the time to share such kind words.
Thanks, Team Brillband ❤️
ISSUES BE GONE
I had a lil issue reached out to the team via email spoke with all of the main core care team Scott,Alisha and Lewis got their ccie Antonio involved and everything pointed to the old Brillband backend . Today all issues have been resolved as they moved me from the old Brillband stack to their new APFN network and its mighty you notice the difference instantly and the addition of IPV6 is noice . I cant thank the core team enough SCOTT,ALISHA and LEWIS are an amazing customer care team human responses nothing scripted keep up the amazing work . Never had an issue that the core team cant fix . 10/10 service and customer care as always since day one keep up the amazing work Brillband
January 27, 2026
Unprompted review
Reply from Brillband
ISSUES BE GONE indeed! 🙌
Thank you so much for such an energetic and detailed review — it really means a lot to us. We’re delighted to hear the team was able to get everything sorted and that the move from the old backend to the new APFN network made such an immediate difference (and yes… IPv6 is noice 😄).
Huge shoutout right back to Scott, Alisha, Lewis, and Antonio — they’ll absolutely love reading this. Human, unscripted support is exactly what we aim for, so it’s brilliant to know that came through loud and clear and that the core team had your back every step of the way.
Thanks for sticking with us since day one and for trusting us to get things fixed properly. Reviews like this genuinely motivate the whole team.
Thanks, Team Brillband ❤️
Excellent connection and service
I've been with Brillband for 2 years now and they have been great. The initial switch from another Cityfibre ISP went very smoothly and the connection has been fast and reliable. The customer service is fantastic, you can get straight through to a real person very quickly on Whatsapp or the online chat and they sort things out with no fuss. There are no useless chatbots directing you back to the website that you've already tried to find the answer on.
The only complaint I have is that Google maps defaults to Glasgow when I'm in Berkshire, but that's just a trivial detail.
January 27, 2026
Unprompted review
Reply from Brillband
Thanks so much for taking the time to share such a thoughtful review – we really appreciate it!
It’s great to hear that your switch to Brillband went smoothly and that your connection has been fast and reliable over the past couple of years. We’re especially glad our customer service has stood out for you. Being able to speak to a real human quickly (without battling chatbots!) is something we really care about, so it’s lovely to hear that’s made a difference.
We also appreciate you mentioning the Google Maps location quirk – definitely a small but curious one! If it ever becomes more than just a trivial detail, do let us know and we’ll be happy to take a closer look.
Thanks again for being with Brillband and for your kind words.
Thanks, Team Brillband ❤️
Great customer service!
We had a very complex issue with our wifi due to our line being mixed up with a neighbour’s, Scott and the team were helpful and worked hard to get to the bottom of the issue. They provided regular updates until the issue was resolved. Thank you for providing such great customer service!
January 24, 2026
Unprompted review
Reply from Brillband
Thank you so much for taking the time to share this lovely feedback! We’re really glad we could help get such a tricky situation sorted — issues like mixed lines can definitely be frustrating, so it means a lot to hear that Scott and the team kept you well informed and supported throughout. We’ll be sure to pass your kind words on to them. Thanks again for choosing Brillband!
Thanks, Team Brillband ❤️
Easy and reliable
Quick, easy and transparent service! Also the customer service has been surprisingly great (comparing to previous experiences with other broadband providers). Special shoutout to Alisha and Ian!
January 22, 2026
Unprompted review
Reply from Brillband
Thanks so much for taking the time to share this 🙌
We’re really glad to hear you found the service quick, easy, and transparent — that’s exactly what we aim for. It also means a lot to know our customer service stood out compared to past broadband experiences. Huge thanks for the special shoutout to Alisha and Ian — we’ll be sure to pass that on to them!
Thanks, Team Brillband ❤️
Great instant real person service
Great instant real person service for my broadband switch over. Scott and team sorted out technical issues from previous sky install which was awful. The customer service was instant and they were very accommodating in arranging a short notice engineer visit if needed but managed to sort over the chat. The new broadband eero 7 blows away the 5gb sky package in terms over whole house coverage and consistent speed I’m getting near 900 mb/s over WiFi, by comparison skys WiFi 7 5gb package got about 250mb/s and needed boosters to reach the kitchen just 2 rooms away (which only got 160mb/s) if you are in any doubt don’t be this is a great company with amazing hardware.. well done team brillband
January 16, 2026
Unprompted review
Reply from Brillband
Thanks for such a lovely review — we’re really glad you had a smooth experience with your switch over.
It’s great to hear the team were able to step in quickly and resolve the issues left behind from your previous setup. We know how frustrating that can be, so we’re pleased everything could be sorted promptly without even needing an engineer visit.
We’re especially happy the new connection is delivering the performance you were hoping for across the whole house. Reliable coverage and consistently fast speeds are exactly what we aim to provide, so it’s brilliant to hear the difference has been so noticeable.
Thanks again for choosing Brillband and for the recommendation — it really means a lot to the whole team.
Thanks, Team Brillband ❤️
Excellent Customer Experience
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 scratch By MJ Quinn who did an amazing job, thanks again Grant, and was up and running in no time. Here's to the next 23 months with no price hikes or haggling for a good deal.
January 16, 2026
Unprompted review
Reply from Brillband
Thank you for taking the time to share your experience! We’re really pleased to hear everything went smoothly and that Alicia was able to help so quickly — we’ll make sure she sees your kind words. It’s also great to know the installation was handled so well and that you were up and running without any hassle.
We’re glad you’ve joined Brillband and appreciate your trust in us. Here’s to many months of reliable service and clear, honest pricing ahead.
Thanks, Team Brillband ❤️
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