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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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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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 servic... See more
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Great company - no issues in the year since I have been with them. Only needed customer services before I took out the broadband with them and they were great. Consistent speeds, bit cheaper than most... 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
519 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.
Fast and friendly and helpful
Proper broadband with great customer service that are quick to respond and ever so helpful.
Had to change my email address and the whole process was dealt with quickly and done straight away.
14 April 2026
Unprompted review
Reply from Brillband
Thanks so much for your kind words! We’re really glad to hear you’ve had a fast, friendly, and helpful experience with both your broadband and our customer service team. It’s great to know that your email change was handled quickly and smoothly—that’s exactly the kind of service we aim to deliver every time.
We truly appreciate you taking the time to share your experience!
Thanks, Team Brillband ❤️
Reply from Brillband
Hi there,
Thanks so much for your kind words! We're really glad to hear that Alisha was able to resolve your issue quickly—she’ll be delighted to know her support made a difference. If there’s ever anything else you need, we’re always here to help.
Thanks, Team Brillband ❤️
Super fast and efficient technical support for Fiber broadband connection
The Brillband support specialst (Alisha), was extremely quick and efficient in reviewing the status of my network connectivity and identifying that my Eero box required a SW update. Her communication was excellent and very courteous, giving me a clear update as to the status of my broadband connection and what she had done.
10 April 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for taking the time to share your experience! We're really pleased to hear that Alisha was able to get things sorted so quickly and efficiently for you. Keeping you connected is what we’re all about, so it’s great to know she identified the issue with your Eero box and got everything back on track with clear and courteous communication throughout.
We’ll be sure to pass along your kind words to Alisha—she’ll be delighted to hear them!
If you ever need anything else, we’re always here to help.
Thanks, Team Brillband ❤️
What amazing company
What amazing company, customer service especially Alisha outstanding. Iv been with few broadbands and they were so lagging but brill and have been brilliant
7 April 2026
Unprompted review
Reply from Brillband
Thanks so much for your kind words! 😊
We’re absolutely thrilled to hear you’ve had such a great experience with us, and especially that Alisha made such a positive impression—she’ll be over the moon to hear this! It’s also fantastic to know you’ve noticed the difference in performance compared to your previous broadband providers. That’s exactly what we aim for.
We really appreciate you taking the time to share your feedback—it means a lot to the whole team.
Thanks, Team Brillband ❤️
issue relating to payments - sorted out promptly!
Had an issue re payments and Alisha sorted it out very quickly. Polite and friendly conversation - thank you!
6 April 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for taking the time to share your experience! We’re really glad to hear that your payment issue was sorted out promptly and that Alisha made the process smooth with a polite and friendly approach – we’ll be sure to pass on your kind words to her.
If you ever need anything else, we’re always here to help!
Thanks,
Team Brillband ❤️
Scott was helpful in resolving my WiFi…
Scott was helpful in resolving my WiFi issue
31 March 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for your kind words! We’re really pleased to hear that Scott was able to help resolve your WiFi issue quickly and effectively – we’ll be sure to pass this on to him.
If there’s ever anything else you need, don’t hesitate to reach out. We’re always here to help!
Thanks,
Team Brillband ❤️
Terrible customer service from…
Terrible customer service from Brillband. They cut off my broadband because of a payment issue caused by the direct debit not being set up properly, even though I have now paid the outstanding balance. Instead of simply restoring the service, they told me my line had been ceased and that I have to open a brand-new account.
This is completely unreasonable. I never asked for my account to be closed, and for them to leave me without broadband, especially when I need it for work, is beyond frustrating. The whole situation has been handled with no empathy, no flexibility, and no real attempt to resolve the problem. I would not recommend them.
31 March 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you for taking the time to share your experience. We’re really sorry to hear how frustrating this situation has been, especially given how important your broadband connection is for work.
To provide some clarity, the account had remained unpaid for over two months. During this time, we made several attempts to get in touch via email and live chat to advise that the service could be ceased if the balance wasn’t brought up to date. Ceasing a line due to non-payment is never something we take lightly, and we always aim to avoid this outcome by reaching out multiple times in advance.
We also understand there were previous issues with the direct debit setup last year. At that point, we reached out to help resolve this and made adjustments to the balance to support getting things back on track.
Once a line has been fully ceased, it unfortunately cannot be reactivated, which is why a new account is required. We appreciate this isn’t the outcome you were hoping for, and we’re sorry for the disruption this has caused.
If you’d like, our team would be more than happy to help you get set up again as quickly and smoothly as possible.
Thanks,
Team Brillband ❤️
I have had issues with being unable to…
I have had issues with being unable to work, universal credit payments are sporadic, and had forced me to change my regular monthly payment, instead of Brillband stopping a needed service for my wife's hybrid work, they have been kind enough to allow wiggle room for me to pay any outstanding balance when I get money, Inez today was fast and polite, excellent customer service as always from Brillband.
30 March 2026
Unprompted review
Reply from Brillband
Thank you so much for taking the time to share your experience with us — it truly means a lot. We’re really sorry to hear about the challenges you’ve been facing, and we completely understand how stressful that situation can be. We’re glad we could offer a bit of flexibility when you needed it most, especially when it comes to staying connected for your wife’s hybrid work.
It’s wonderful to hear that Inez was able to support you quickly and politely — we’ll be sure to pass on your kind words to her. Providing understanding and dependable service is something we care deeply about, so your feedback really reassures us that we’re on the right track.
If there’s ever anything more we can do to help, please don’t hesitate to reach out — we’re always here for you.
Thanks, Team Brillband ❤️
Excellent Response
Alisha contacted me early today in response to a message I left last night.
Gave me all the information I requested. Excellent Many thanks Alisha.
27 March 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for your kind words! We're really pleased to hear that Alisha was able to get back to you so quickly and provide all the information you needed. We'll be sure to pass along your lovely feedback to her—it’ll make her day!
If there’s ever anything else we can help with, you know where to find us.
Thanks, Team Brillband ❤️
Brilliant customer service
I spoke to lewis today and he was kind understanding and brillent thank you so much 🙂🙂
26 March 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for your lovely review! We’re absolutely delighted to hear about your experience with Lewis—he’ll be so pleased to know his kindness and understanding made such a positive impression. We’ll be sure to pass along your kind words to him 😊
If there’s ever anything else we can help with, don’t hesitate to reach out!
Thanks, Team Brillband ❤️
Reply from Brillband
Hi there,
Thank you so much for your fantastic feedback! We’re really glad to hear that your issue was sorted quickly and that you felt understood throughout—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 five stars
Alisha was fantastic, went above and beyond my expectations
24 March 2026
Unprompted review
Reply from Brillband
Thank you so much for your lovely feedback! We’re absolutely delighted to hear that Alisha went above and beyond to exceed your expectations—she’ll be thrilled to know her efforts made such a positive impact. We’ll be sure to pass this on to her!
Thanks, Team Brillband ❤️
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 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
3 March 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 ❤️
This is a thank you to Scott
This is a thank you to Scott, who helped me solve my internet outage. The fault was an old ONT power supplier (after 3 years of use). The guys from City Fiber arrived the next morning at 9 am and my internet was back. I would also like to write that today the only way to contact Brillband with a problem is via WhatsApp or their email address. Contact via eero app disappeared and so did the phone contact number. The truth is that Brillband customer support is fast and efficient via WA, but you must have mobile internet. Otherwise, you are without help. Not everyone has a charged mobile phone and mobile internet, not everyone lives with someone to help them, an outage can happen at any time. My reviews are honest and I consider this a huge and incomprehensible shortcoming. I still consider Brillband to be the absolute TOP and I hope that this will change in the future. Not for the worse, of course.
3 March 2026
Unprompted review
Reply from Brillband
Hi there,
Thank you so much for taking the time to share this detailed and honest review — we truly appreciate it.
We’re really glad Scott was able to help get things sorted for you and identify the old ONT power supply as the cause. And it’s great to hear the CityFibre team were out promptly the next morning at 9am and got you back online quickly — that’s exactly the kind of smooth resolution we aim for.
We also want to sincerely thank you for your candid feedback about our support channels. You’ve raised a completely valid point. While we’re pleased to hear that you’ve found our WhatsApp support fast and efficient, we absolutely understand your concern about needing mobile internet access during an outage. Not everyone has backup connectivity, a charged mobile phone, or someone nearby to help — and you’re right, outages don’t happen conveniently.
Your feedback isn’t taken lightly. Honest reviews like yours help us reflect and improve, and we genuinely value that you’ve shared both the positives and the areas where you feel we can do better. It means a lot that you still consider Brillband to be “absolute TOP” — we’ll do our best to live up to that and keep improving.
Thanks again for your honesty and support.
Thanks,
Team Brillband ❤️
Great customer service from Lewis and…
Great customer service from Lewis and Alisha. They were extremely helpful and pleasant
25 February 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 ❤️
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