Olilo Billing
Announcement

Brillband, meet Olilo

Brillband's broadband customers are moving to Olilo, and we couldn't be happier to have you. Here's the short version: your price, contract, router and broadband all stay exactly as they are, and we'll write to you before anything changes.

Read the FAQs Talk to us
Latest update: Every customer has now been written to

Same price

Your Brillband contract is honoured in full. Same price, same terms, until the end of your contract.

No interruption

Your broadband keeps working over the same network. Same router, same Wi-Fi name and password.

Nothing to do

You don't need to lift a finger. We'll write to you before anything about your account changes.

What's staying the same, what's changing

Staying the same

  • Your monthly price - honoured until your contract ends
  • Your contract terms and end date
  • Your router, Wi-Fi name and password
  • Your broadband speed and package
  • Your connection - same network, no downtime

Changing (gently, with notice)

  • Who provides your service. Your account transfers from Brillband to Olilo over the coming weeks
  • Your Direct Debit. Moves to Olilo. Same amount, and we'll write to you first
  • Your account. You'll get a new Olilo account at billing.olilo.co.uk - we'll send setup instructions
  • Who you contact. Once your account moves, our UK support team is at support@olilo.co.uk

Out of contract? You can lock in your current Brillband price on a new 12-month contract with Olilo - the certainty is there if you want it, with no obligation to take it. Email support@olilo.co.uk to set it up.

How the move works

The transition is phased over the coming weeks, and we'll email you before each step that affects your account.

Step 1

Announcement - nothing changes

The move is announced. Your broadband, price and router carry on exactly as they are.

Now

We write to you

Before anything moves, you'll get an email explaining exactly what happens to your account and when. Plenty of notice, no surprises.

Step 3

Your account moves to Olilo

Your Direct Debit transfers (same amount) and you get an Olilo account for bills and account details. Your broadband is untouched throughout.

Step 4

You're an Olilo customer

Same connection, now with our promise on top: no hidden fees, no mid-contract price rises, and friendly UK support.

Live updates

The move, as it happens

Every milestone in the transition gets posted here, so you always know exactly where things stand. Anything that needs you to act will also land in your inbox - this feed is never the only place you'll hear about it.

Customers moved

100%

of Brillband customers are now with Olilo

Open migration issues

3

We're on them - updates below

Issues resolved

3

Sorted and closed

Days since announcement

0

Updates posted

3

Questions answered

27

Customers emailed

100%

Still at zero - and staying there

0

Service interruptions caused by the move

and we intend to keep it that way

0

Contracts changed

honoured in full, as promised

0

Routers replaced

yours stays put

0

Mid-contract price rises at Olilo

ever

Figures updated 7 August 2026

  1. Milestone Latest

    Every customer has now been written to

    Step 2 is complete: every Brillband customer has now been emailed with what happens to their account and when. Nothing changes yet - this was just the notice. Next up is step 3, when accounts actually start moving across, and we'll email you again before that happens to you.

  2. Milestone

    Customer FAQ hub is live

    This page is now the home for everything about the move to Olilo. Every question we're asked gets answered here, and every milestone in the transition will be posted in this feed as it happens - so bookmark this page.

  3. Announcement

    Brillband customers are joining Olilo

    It's official: Brillband's broadband customers are moving to Olilo. Nothing changes today - your broadband, price, contract and router all stay exactly as they are, and we'll write to every customer well before anything about their account changes.

Want updates straight to your inbox? They're automatic - we email every customer before each step that affects their account.

FAQ

Every question, answered

Everything Brillband customers have asked us so far. If yours isn't here, email support@olilo.co.uk and we'll answer it (and probably add it to this page).

The acquisition

What is happening to my Brillband service?
Brillband's broadband customers are moving to Olilo. Over the coming weeks your service, billing and support will transfer across and you will become an Olilo customer. Nothing changes to your broadband on day one - it keeps working exactly as it does today.
Who is Olilo?
Olilo is a UK full-fibre internet provider with a simple promise: broadband without the BS. That means no hidden fees, no mid-contract price rises, fair contracts and friendly UK support. Olilo UK & Ireland Ltd is regulated by Ofcom.
Why is my service moving to Olilo?
Olilo is taking on Brillband's broadband customers because we share the same belief: broadband should be fast, fairly priced and honest.
Do I need to do anything right now?
No. Your broadband, price, contract and router all stay exactly as they are. We will write to you before anything about your account changes, with clear instructions and plenty of notice.
When will I move to Olilo?
The move happens in phases over the coming weeks. We will contact you by email before your account moves, so you will always know what is happening and when. Until then, everything carries on as normal.
Where can I follow the progress of the move?
Right here. The live updates feed on this page logs every milestone in the transition as it happens, and we email every customer before each step that affects their account - so you never need to chase for news.
Will I still be a Brillband customer?
Once your account moves across, you will be an Olilo customer and Olilo will handle your service, billing and support. Until then, carry on with Brillband exactly as usual - we will tell you in advance exactly when your switch happens.

Your contract & price

Will my monthly price change?
No. Your existing Brillband contract is honoured in full - you pay the same price until the end of your current contract term. And because Olilo never raises prices mid-contract, that promise continues once you become an Olilo customer.
Will my contract terms change?
No. Your contract is honoured exactly as you signed it: same price, same terms, same end date. The only thing that changes is the name of the company providing it.
Do I need to sign a new contract?
No. Your existing agreement carries over to Olilo automatically - there is nothing to sign and nothing to set up until we contact you. One optional extra: if you are out of contract, you can choose to lock in your current Brillband price on a new 12-month contract with Olilo.
I'm out of contract - can I keep my Brillband price?
Yes. If you are out of contract (or when your current contract ends), you can lock in your Brillband price on a new 12-month contract with Olilo. No signing anything is required to simply carry on as you are - the price lock is there if you want the certainty. Email support@olilo.co.uk to set it up.
What happens when my current contract ends?
Before your contract ends we will get in touch with your options: lock in your current Brillband price on a new 12-month contract, or pick one of Olilo's plans. There are no automatic price jumps, no loyalty penalties and no mid-contract price rises at Olilo - ever.
Can I still cancel or leave?
If you're considering cancelling your service, please contact Olilo Customer Support. We'll explain any options available to you and any applicable terms or charges.

Your broadband service

Will my broadband be interrupted?
No. Your connection is delivered over the same full-fibre network as before. The move changes who provides and bills your service - not the cables, the equipment in your street or the connection into your home.
Do I need a new router?
No. Your router stays exactly where it is - keep using it as normal. If that ever changes in future we will contact you well in advance, and any replacement would be at no cost to you.
Will my speeds change?
No. You keep the same package and the same speeds you have today. Your service is honoured in full for the rest of your contract.
Will my Wi-Fi name or password change?
No. Because your router stays the same, your Wi-Fi network name and password stay the same too. All your devices stay connected - there is nothing to reconfigure.

Billing & your account

What happens to my Payment Information?
Your Payment Information will move from Brillband to Olilo. We will write to you before this happens - the amount stays the same, and you are protected by the Direct Debit Guarantee throughout. You do not need to cancel or set up anything yourself at this time.
Will I get a new account?
Yes. When your account moves you will get an Olilo account at billing.olilo.co.uk, where you can see your bills, package and account details. We will email you clear setup instructions when it is your turn to move - it only takes a couple of minutes.
Will my payment date change?
We aim to keep your payment date the same. If it ever needs to change we will tell you in writing before your next payment, so there are no surprises.
How do I manage my account during the move?
Exactly as you do today - keep using your usual Brillband channels until your account moves. Once you are with Olilo, your account at billing.olilo.co.uk is the home for bills, payments and account details, and we will send you setup instructions when it is your turn.

Help, support & complaints

Who do I contact for support now?
Until your account moves, keep using the Brillband support channels you already know. Once you are an Olilo customer, our UK support team is at support@olilo.co.uk. Whichever door you knock on, we will make sure you reach the right team - no one gets bounced around.
How do I make a complaint?
If something is not right, we want to fix it fast. Olilo's complaints code applies and we aim to resolve complaints within 1 working day. You can find the full process on our complaints page, or email support@olilo.co.uk.
I need extra support (accessibility or vulnerability) - will that carry over?
Yes. If Brillband holds any accessibility or additional-support needs on your account, they carry over to Olilo. Our Vulnerable Customer Policy sets out the extra help we offer - and you can tell us about your needs at any time at support@olilo.co.uk.
What if I am moving home during the transition?
No problem - home moves carry on as normal. Contact support before your move date and we will sort out the connection at your new address, whichever side of the transition your account is on.

New & prospective customers

Can I still sign up to Brillband?
New orders are now taken through Olilo. Pop your postcode into our availability checker and we will show you the full-fibre plans available at your address - with no hidden fees and no mid-contract price rises.
I was partway through ordering with Brillband - what now?
Get in touch at connect@olilo.co.uk and we will pick up your order from where it left off, or help you place a fresh one on an Olilo plan - whichever gets you connected fastest.
Documents

Your Brillband documents, kept safe

Every Brillband policy and legal document that applies to your service, archived here for reference - so nothing disappears during the move.

Terms & Conditions Signed up after 16:26, 27 Nov 2024 Terms & Conditions (previous) Signed up before 16:26, 27 Nov 2024 Price Guide Packages, fees and exit charges Privacy Policy Privacy & cookies Acceptable Use Policy Content and usage standards Legal Notices Disclaimers and copyright

Still got a question?

Our UK team is happy to help - whether you're a Brillband customer wondering what's next, or you'd just like to know more about Olilo.

support@olilo.co.uk Help & Support

Looking for the small print? Your Brillband Terms & Conditions are honoured in full and kept here for reference.