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... Voir plus
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Paying £38 on a 2yr contract , coming to end . The up it to 41.. not happy, however find new customers £26 for 2 yrs.( was not given this option ober the 5times i contact them) Now how is this right..... Voir plus
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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... Voir plus
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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... Voir plus
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À propos de l'entreprise
À propos de Brillband
Écrit par l'entreprise
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
Écrit par l'entreprise
- 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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Royaume-Uni
- brillband.com/contact
- brillband.com
4,3
Excellent
548 avis
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Paying £38 on a 2yr contract
Paying £38 on a 2yr contract , coming to end . The up it to 41.. not happy, however find new customers £26 for 2 yrs.( was not given this option ober the 5times i contact them) Now how is this right..its wrong in so many ways. However new contact with 4th utility less than half the price and more speed. It really is beyond my understanding.
8 juillet 2026
Avis spontané
Réponse de Brillband
Thank you for taking the time to share your feedback. We're sorry to hear that you left feeling disappointed.
We understand how frustrating it can be when prices change at the end of a fixed-term contract. Our promotional offers are often available to new customers or on specific services and aren't always available to existing customers, but we appreciate that doesn't make your experience any less disappointing.
We're sorry we weren't able to offer a package that worked for you this time, and while we're sad to see you go, we genuinely appreciate the time you spent with Brillband. We wish you all the best with your new provider, and if we're able to offer a service that better suits your needs in the future, we'd love the opportunity to welcome you back.
Team Brillband
Best Customer Service Agent
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 whilst maintaining his high level of work ethic.
Rhys' knowledge and understanding of his role is 2nd to no one.
Rhys effortlessly resolved my payment issue, assisted me with my DD change and made me smile - which is a feat in itself.
For someone like me smiling isn't easy and Rhys made it happen... Effortlessly.
I am truly grateful that Rhys picked up my email today.
Thank you Rhys, you are a bright shining star in this world 😊
1 juillet 2026
Avis spontané
Réponse de Brillband
Thank you so much for such an incredible review! 💛
Your feedback truly means the world to us. We're delighted to hear that Rhys made such a positive impact, not only by resolving your payment query and helping with your Direct Debit change, but by making you feel genuinely supported throughout.
The professionalism, empathy, and friendly service you described are exactly what we strive to deliver, and it's wonderful to know Rhys exceeded your expectations. We'll make sure your kind words are shared with him – we're certain they'll make his day.
Thank you again for taking the time to recognise Rhys' hard work. We're so pleased he could make you smile, and we're grateful to have you as part of the Brillband community. 😊
Team Brillband
Very Efficient
Alisha was very helpful and friendly and resolved my issue in an extremely efficient and competent manner
29 juin 2026
Avis spontané
Réponse de Brillband
Thank you for your wonderful feedback! 💛
We're so pleased to hear that Alisha provided such friendly and efficient support. Resolving issues quickly while delivering a great customer experience is exactly what we aim for, and it's fantastic to know she made such a positive impression.
We'll be sure to pass your kind words on to Alisha. Thank you for choosing Brillband! 😊
- Team Brillband
Alisha Helped me quickly :)
Speed slowed down for some reason. Alisha fixed it in a couple of minutes. Been with brillband from the start. They have always been quick to contact and easy to get help from. Great service.
26 juin 2026
Avis spontané
Réponse de Brillband
Thank you for the brilliant review! 💛
It means a lot to hear you've been with Brillband since the beginning, and we're grateful for your continued support. We're delighted Alisha was able to get to the bottom of the speed issue so quickly and have everything running smoothly again.
We'll make sure your kind words are passed on to Alisha. Thanks for recognising the team's commitment to providing fast, friendly support whenever it's needed.
— Team Brillband
Outstanding quality of service in…
Outstanding quality of service in general, but particularly appreciated the excellent support of Alisha to resolve an Internet outage issue quickly another timeline provided
26 juin 2026
Avis spontané
Réponse de Brillband
Thank you for taking the time to leave such a lovely review! 💛
It's great to hear that Alisha was able to get you back online quickly and provide the support you needed. We know how important a reliable connection is, so we're pleased she could resolve the issue promptly and keep you informed throughout.
We'll make sure your feedback is shared with Alisha – she'll be delighted to hear it. Thanks again for your support and for being part of Brillband! 😊
— Team Brillband
Brillband customer service
Very happy with the customer service. Alisha was a great help and resolved my issue swiftly.
26 juin 2026
Avis spontané
Réponse de Brillband
Thank you so much for your lovely feedback! 💛
We're delighted to hear you were happy with the service you received. It's great to know Alisha was able to resolve your issue quickly and make the process as smooth as possible.
We'll be sure to pass your kind words on to Alisha — she'll really appreciate the recognition. Thank you for choosing Brillband! 😊
— Team Brillband
Alisha sorted problem out within…
Alisha sorted problem out within seconds quick for replies never had problem with customer service 5 stars to alisha and 5 stars to brillband
23 juin 2026
Avis spontané
Réponse de Brillband
Thank you so much for the fantastic review! 💛
We're delighted to hear that Alisha was able to sort out your issue so quickly and provide fast, helpful support. It's also great to know you've consistently had a positive experience with our customer service team.
We'll be sure to pass your kind words on to Alisha — she'll be thrilled to receive those 5 stars.
Thank you for your support and for choosing Brillband! 😊
Team Brillband ❤️
Brilliant from start to end
Brillband have been superb from start to end. I couldn’t rate them highly enough. I wish I was able to stay with them but I can’t justify the cost vs other providers. I’m sad Brillband doesn’t have their new cheaper service in my area. Hope I’m able to return in the future!
Rhys was fantastic in helping me end my service and honour the deal I had when I first signed up. No fuss or hassle whatsoever. Nice and simple. Thanks again Rhys!
19 juin 2026
Avis spontané
Réponse de Brillband
Thank you so much for your kind words and for being a Brillband customer! 💛
We're delighted to hear that you've had such a positive experience with us from start to finish. While we're sorry to see you go, we completely understand the need to find the best option for your circumstances.
It's wonderful to hear that Rhys made the process simple and hassle-free while ensuring everything was handled fairly and smoothly. We'll be sure to pass your feedback on to him — he'll really appreciate it.
We hope to bring more services to your area in the future, and we'd love to welcome you back whenever the time is right. Thank you again for your support, and we wish you all the best! 😊
— Team Brillband ❤️
Great customer service experience
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 everything. I would recommend Brillband because of Lewis. Thanks for your help, Lewis.
17 juin 2026
Avis spontané
Réponse de Brillband
Thank you so much for your wonderful feedback! 💛
We're sorry to hear your WiFi was down, but we're delighted that Lewis was able to provide the support you needed. His proactive approach, clear communication, and commitment to finding a solution are exactly the qualities we strive for at Brillband.
We'll be sure to pass your kind words on to Lewis — he'll be thrilled to hear he made such a positive difference. Thank you for your recommendation and for choosing Brillband! 😊
— Team Brillband ❤️
Alisha made me feel welcome and was…
Alisha made me feel welcome and was very polite and professional, helped with my situation and was very informative! Really appreciate the help and support from her today!
11 juin 2026
Avis spontané
Réponse de Brillband
Thank you so much for taking the time to share your experience! 💛
We're delighted to hear that Alisha made you feel welcome and provided such polite, professional, and informative support. It's great to know she was able to help with your situation and ensure you felt supported throughout.
We'll be sure to pass your kind words on to Alisha — feedback like this means a lot to our team. Thank you for choosing Brillband! 😊
— Team Brillband ❤️
Extremely poor support over the past 2…
Extremely poor support over the past 2 years. As a customer, I have had to chase every time to get a resolution once raised; support seems to ignore the issue. I was moved to the all points network core to resolve the constant rejection on sites issue. Now my contract is up in July, I was offered £38 (£6 increase) while customer service stated I needed to sign up for the new service offer's waiting list for a better price (£25). Brillband's site states I do not qualify for it, but I am apparently already using it. I really do not recommend it. I work from home and am an IT professional; these issues all seem to be common to all companies set up using the CityFiber network. I would avoid and will be serving notice to cancel.
Update: Thank you for your response and clarifying that I am not able to get the new service plan, but with the significant price hike and the contract running its course in July, I have no wish to interact with the online chat/WhatsApp or email ping-pong. A phone call would have been helpful, but that is not how you work. There is no way to fix the service issues of the past or offer a more cost-effective package, so I will politely decline any further interaction and get a new, better-priced, and hopefully better service elsewhere moving forward. I just wanted to let other consumers know the reality I have experienced with your business's service.
9 juin 2026
Avis spontané
Réponse de Brillband
Hi there,
Thanks for taking the time to leave a review, although we're really sorry to hear you've been left feeling this way.
We'd just like to clarify the pricing point you mentioned. The £25 package relates to a new network that is currently being rolled out in selected areas and isn't live yet. We asked you to register your interest so we could check whether your address would be included once the rollout reaches your area. As the new network isn't available yet, the price you were offered is the current contract rate available for your address.
We're also disappointed to hear about the issues you've experienced over the last couple of years. Providing a reliable service and resolving problems quickly is what we aim for, so it's concerning to read that you've felt the need to chase for updates and resolutions.
We'd really appreciate the opportunity to look into this properly. If you could get in touch with our Customer Care team, either by replying to an existing ticket or raising a new one, we'll be able to identify your account, review the history of your support cases, and investigate the concerns you've raised in more detail.
Thank you again for your feedback. We genuinely value it, and we'd welcome the chance to make things right.
- Team Brillband ❤️
Brillband has always provided an…
Brillband has always provided an amazing service and excellent customer service, always ready and willing to help, promptly answering when needed most. I would highly recommend Brillband to anyone.
2 juin 2026
Avis spontané
Réponse de Brillband
Thank you so much for your fantastic feedback! 💛
We're delighted to hear that you've consistently had a great experience with Brillband. Providing reliable service and being there when our customers need us most is exactly what we strive for, so it's wonderful to know that has made a difference for you.
Your recommendation means a lot to us, and we truly appreciate your continued support. Thank you for being part of the Brillband community! 😊
— Team Brillband
Fantastic customer service from Inez
Fantastic customer service from Inez. Answered all my questions promptly and in full. Thank you
2 juin 2026
Avis spontané
Réponse de Brillband
Thank you so much for your kind words! 💛
We're delighted to hear that Inez provided fantastic customer service and was able to answer all your questions promptly and thoroughly. We'll be sure to share your feedback with her — recognition like this means a lot to our team.
Thank you for choosing Brillband! 😊
— Team Brillband
Shocking company
Shocking company. poor customer service( no contact number) can only contact via live chat or whatsapp that takes forever for someone to get back to you. Poor speed, constant disconnections and now they are charging me £38 a month for the same package they are now offering for £25. I only joined 5 months ago and am now tied in for another 19 months at this extortionate cost. AVOID AT ALL COSTS
1 juin 2026
Avis spontané
Réponse de Brillband
Hi David,
We're sorry to read this and feel there are a few points that need some clarification.
The £25 package you've mentioned is actually a different service delivered over a different network, which isn't currently available at your address. The service you're on is the fastest and best-value package available to your property on the network serving your area.
We're also surprised to hear about the speed and disconnection issues, as we've not received any reports from you about these problems during the five months you've been with us. If something isn't working as it should, we genuinely want to know about it so we can investigate and get it sorted. Please reach out to our support team with some details of when the issues are happening and we'll be happy to take a look.
In terms of customer service, while we don't offer phone support, our live chat and WhatsApp channels are designed to get customers help quickly. Our average first response time is currently under two minutes, so waiting a long time for an initial reply certainly isn't the experience we aim to provide.
We're always here to help and would welcome the opportunity to look into any service issues you're experiencing.
–Team Brillband
Big thanks to Inez for help with moving…
Big thanks to Inez for help with moving address and renewing contract. Everything was explained and appointment arranged. Thank you so much for help.🤗
28 mai 2026
Avis spontané
Réponse de Brillband
Thank you so much for the lovely feedback! 💛
We’re so happy to hear Inez was able to make your move and contract renewal smooth and stress-free. Clear support and making things simple is exactly what we aim for at Brillband. We’ll be sure to pass your kind words on to Inez — it’ll make her day! 🤗
Team Brillband
Started having issues with our WiFi
Started having issues with our WiFi the router was recieving signal but not giving it out. After various checks we determined the router was at fault brillband have ordered a replacement for us free of charge and we are now waiting for it.
Lewis who I spoke to on the WhatsApp chat was very helpful and friendly, he is a credit to your team.
18 mai 2026
Avis spontané
Réponse de Brillband
Thank you so much for your review! We’re really glad we were able to identify the issue and get a replacement router arranged for you quickly.
It’s great to hear that Lewis was able to help and make the process easier for you — we’ll be sure to pass your kind words on to him. Feedback like this means a lot to the team.
We hope your new router arrives soon and gets everything back up and running perfectly!
Thanks, Team Brillband ❤️
Alisha was very helpful in getting me…
Alisha was very helpful in getting me the right information and assistance for moving house.
16 mai 2026
Avis spontané
Réponse de Brillband
Thank you so much for your kind words! We’re really happy to hear that Alisha was able to provide the right information and support during your move. Moving house can be a stressful time, so it’s great to know she could make the process a little easier for you. We’ll be sure to pass your lovely feedback on to her 😊
Thanks, Team Brillband ❤️
Good customer service
Sent a message about an issue and spoke to Lewis. He stuck with my problem for a couple days, was communicative, and when solutions didn't work he dug deeper. Great service, got me sorted, replaced some faulty equipment, and overall excellent experience.
13 mai 2026
Avis spontané
Réponse de Brillband
Thank you so much for taking the time to leave this review! We’re really pleased to hear Lewis was able to get everything sorted for you. We know how frustrating equipment issues can be, so it’s great to hear his persistence, communication, and problem-solving made a difference throughout the process.
We’ll be sure to pass your kind words on to him. Thanks again for your support — we truly appreciate it!
Thanks, Team Brillband ❤️
Brillband is always super quick to help…
Brillband is always super quick to help with any queries, always friendly and efficient staff to speak to. Would highly recommend this broadband.
22 avril 2026
Avis spontané
Réponse de Brillband
Thank you so much for the fantastic review! We’re really pleased to hear that our team has consistently been quick, friendly, and efficient whenever you’ve needed support. That’s exactly the experience we want every customer to have.
We also truly appreciate your recommendation and your kind words about Brillband—it means a lot to the whole team. Thanks for being part of the Brillband community!
Thanks, Team Brillband ❤️
Superb All Round
Superb customer service, solved any issues I had, nothing was too much trouble..... If I could give six stars I would.
Highly recommended
6 mai 2026
Avis spontané
Réponse de Brillband
Wow—six stars! That truly means the world to us, thank you so much for your kind words. We’re thrilled to hear that our team could help resolve your issues and make the whole experience smooth and stress-free.
Knowing that nothing felt like too much trouble is exactly the standard we aim for, so your feedback really hits home. And thank you as well for the recommendation—it genuinely means a lot to us.
If you ever need anything in the future, we’re always here and happy to help.
Thanks, Team Brillband ❤️
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