The support I received from Rhys today was top tier customer service. Rhys is 100% professional and is also able to give the right amount of empathy, understanding and has a friendly demeanor wh... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
Overcharges false advertising poor customer service paid for 500 fibre got top of 170 at best when complaining no managers to handle just a bad company all in
Yritys on vastannut
Our WiFi was down and I contacted Brillband support. We were helped be Lewis, his customer service was excellent, he was proactive, flexible and communicated strongly with us so that we understood eve... Näytä lisää
Yritys on vastannut
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... Näytä lisää
Yritys on vastannut
Yrityksen tiedot
Tietoja yrityksestä Brillband
Yrityksen kirjoittama
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
Yrityksen kirjoittama
- 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.
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- brillband.com/contact
- brillband.com
4,3
Erinomainen
549 arvostelua
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Vastaus yritykseltä Brillband
Hi there,
Thank you so much for your kind words! “Reliable and friendly” is exactly what we strive for, so it’s wonderful to hear that came across in your experience with us.
We really appreciate your support!
Thanks,
Team Brillband ❤️
Lewis was a great help
I used the Chat feature on the website to ask how I could purchase another Eero router. Lewis was quick to respond and answered my questions clearly and concisely. He sent me a payment link and I'd ordered the second router in no time at all.
Thank you for another great customer service experience.
20. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Brillband
Hi there,
Thanks so much for taking the time to share your experience! We’re really glad to hear Lewis was able to help you quickly and clearly—he’ll be thrilled to know his support made the process smooth from start to finish. It’s great to hear you were able to get your second Eero router sorted so easily!
We truly appreciate your kind words and your continued support—it means a lot to us.
Thanks,
Team Brillband ❤️
Alisha ⭐️⭐️⭐️⭐️⭐️
Alisha went up and beyond and resolved my issue very quickly with brilliant customer service, I would also recommend giving Brillband ago they have been brilliant throughout
12. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Brillband
Hi there,
Thank you so much for your amazing feedback! We're thrilled to hear that Alisha went above and beyond to help you—she’ll be so happy to read this. Your recommendation means the world to us, and we’re delighted that your experience with Brillband has been brilliant from start to finish.
Thanks, Team Brillband ❤️
Great help from Alisha ty for the time…
Great help from Alisha ty for the time :)
11. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Brillband
Hi,
Thanks so much for taking the time to leave us a review! We're really glad to hear that Alisha was able to help and that you had a positive experience. We'll be sure to pass your kind words on to her—it’ll definitely make her day!
If you ever need anything else, we're always here to help.
Thanks, Team Brillband ❤️
Very quick to answer your query and the…
Very quick to answer your query and the broadband reliable.
10. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
3. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
25. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
23. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
21. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
20. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
19. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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.
12. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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.
10. heinäkuuta 2025
Vastaus yritykseltä 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.
6. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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.
31. lokakuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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.
5. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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.
3. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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.
3. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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
27. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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.
27. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä 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 ❤️
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