Brillband review.
Our experience started off great.
We emailed before ordering to enquire about their router (how many LAN ports, Wi-Fi version etc.) and they were quick to advise of a Netgear WAX202, and pointed out that this would be changing in the near future, but were unable to advise of what it would be at the time.
We were called within a few minutes of placing the order to arrange an installation date, and received email tracking a few days later for the router.
When the router arrived, that's when the issues started.
1. It was an Eero 6 (not pro or plus) which has less LAN ports than the Netgear model we were advised of before ordering.
2. The Eero 6 is not suitable for connections over 500 Mbps, and we were signed up to the 900 Mbps service.
We contacted Brillband to raise the issues, and they agreed to send us the Netgear model (which was not delivered until after the CityFibre installation was completed) but insisted the standard Eero 6 was fine, despite Eero's own website stating otherwise (
Scroll to "Which Eero is right for you").
3. The Netgear router was “locked” so we could not change the default SSID and password for Wi-Fi to allow our inaccessible Smart plugs/devices to connect. Thinking it was a previously used router, we factory reset the router, so we could set it up. We later learned that it was Brillband themselves who locked it.
4. The Netgear router had a weaker Wi-Fi signal than the Eero 6.
5. Speed tests were giving erratic results, both within the router and on various Speed testing websites (NOTE: the tests were performed via a PC connected via Ethernet).
Given the issues with the Netgear router, we plugged back in the Eero 6. Speed tests were stable at 940 Mbps.
6. Despite the Eero 6 having a stronger Wi-Fi signal, we still have Wi-Fi dead zones within our property, leaving a number of our inaccessible Smart plugs/devices unable to be used. We need a mesh system.
7. We asked Brillband for relevant details to allow our newly purchased mesh system to connect to the internet. Their T&Cs (
Section 3.6) state that we can use our own equipment, but need to use the “Brillband router in order to display speed information on the Brillband Broadband app” (which we have been unable to find). It took them a few days and a follow-up email to give us details because the agent “forgot”.
8. The new mesh system would not connect, and thinking it was faulty due to the error message from the system, we sent it back to the retailer, and got another system.
9. The second system also would not connect, so we emailed Brillband again, asking them to call us, so they could walk us through setting up the mesh system with the details needed to connect (in case there were settings they forgot to advise of).
10. 24 hours later, and no call was received, but we got an email asking to rate the advisors. We replied advising we were not happy as not yet resolved, and as we were still within the cooling-off period, we were considering cancelling on the basis that their equipment is not suitable for the service they provide (no other provider supplies a standard Eero 6 on speeds of 500 Mbps and over). A short time later, we got a call advising that they had escalated to their technical team, and they would escalate again.
11. Another 24 hours later, and still no call.
We are approaching the end of our cooling-off period, and seriously considering cancelling the service to move to a different provider.
As the new Ofcom rules for 1 touch switching do not come into effect until March 2023, we will be without internet for a while, even though we would be switching to another provider on the CityFibre network.
Our advice, whilst Brillband continue to supply equipment that is not suitable for their service, do not sign up with them.
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