Antony was extremely helpful on phone call to help me set up my plan. The installers were quick and efficient and the service is extremely good with slightly higher than paid for supply speed. Just wh... Ver mais
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Leia as opiniões dos outros
The team were very quick and well manned made a real difference to the WiFi speed better volume TV very happy with the connection should have changed to lila months ago
It should have been 5 stars not 1 star I caught it by mistake. The whole experience was great the 2 engineers were amazing so helpful explained what they were doing inside the house and outside. They... Ver mais
Recently had my connection upgrade from the 1gbps package to the 1.8gbps. I had experienced some issues with the downstream being half of the upstream and not symmetrical as expected. Havi... Ver mais
A empresa respondeu
Informações sobre a empresa
Escrito pela empresa
At LilaConnect, we deliver BROADBAND DONE BRILLIANTLY! Ultrafast, full-fibre broadband built for real life. No patchy connections. No evening slowdowns. No mid-term price hikes. Just a rock-solid, lightning-fast connection with upload speeds that leave the national average behind.* Our customers stick with LilaConnect because we keep things simple; honest pricing, outstanding service, and broadband that just works. Whether you’re streaming, gaming, working from home, or running a busy household, LilaConnect delivers speed, reliability, and performance you can rely on… every day, every time. That’s Broadband Done Brilliantly! * Ofcom UK Home Broadband Performance Report, March 2023. FAQ: https://lilaconnect.co.uk/faq
Informações de contacto
4,5
Excelente
2 mil opiniões
Pede aos clientes que escrevam opiniões
Esta empresa convida os seus clientes a escrever opiniões, sejam estas positivas ou negativas
Respondeu a 97% das suas opiniões negativas
Geralmente responde dentro de uma semana
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Nicki was excellent
Nicki was excellent. I wasn't happy with the poor customer service on the phone.
Thankfully Nikki who came to reinstall the fibre was exceptional and did a brilliant job. The company should be very grateful to her
13 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Joe,
Thank you for taking the time to share your feedback. We're sorry to hear that you weren't happy with the customer service you received initially.
We're delighted to hear that Nikki was able to turn the experience around and provide the exceptional service. We'll be sure to pass on your kind words and recognition to her – feedback like this means a lot to our team.
Kind regards,
Customer Support Team 💜
Russ was helpful and friendly
Russ was helpful and friendly. Great customer service.
13 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Emily,
Thank you for taking the time to share your feedback!
We’re really pleased to hear Russ was helpful, friendly, and provided great customer service. We’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Disappointing
First of all, the installation of the hub was excellent (though, of course, the network engineers are not directly employed by Lila) and I have had little problem with my broadband; however, my big problem is my landline which, for over 2 weeks now, hasn't worked at all. E-mails to customer service can take a couple of days to be answered (and they don't work over the weekend) and much more irritating is their phone customer service, which is terrible. At least 3 times now I have been cut off because of the time I have been waiting - one was when I was put on hold by the assistant (!) - shades of Virgin here, which they have just been fined for; so, I am still without my landline and the temporary number I have been given doesn't work (sounds engaged when I ring it). So, where do I go from here...cancel the contract? Somewhat disappointed to say the least.
10 de julho de 2026
Resposta da LilaConnect UK
Hi David,
Thank you for sharing your feedback.
We're pleased to hear your installation went well and that your broadband has been working well, but we're very sorry for the issues you experienced with your voice service and the difficulty you had getting support.
We understand how frustrating it is to be left without a working voice service in your home and to experience long wait times when trying to contact us. Your feedback is valuable to us, and we will use it to review and improve the experience when requesting to transfer a phone numbers to LilaConnect from their previous provider.
Kind regards,
Customer Support Team 💜
Lila connect!
Spoke to Kayur today, amazing service! Helped identify a few issues and missing things and has escalated all of them to be rectified! Was very knowledgeable and helpful! 10/10 experience!
10 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Joebch,
Thank you for your fantastic feedback!
We’re delighted to hear Kayur provided such knowledgeable and helpful support, taking the time to identify the issues and ensure they were properly escalated. It’s great to know you had such a positive experience, and we’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Should have listened to my friends .
Well it’s been nearly a month now since I had Lila connect installed , and I can only say the 2 gentlemen that came to install , really respected my property , they wore feet coverings in my house , and even though they did drilling work , they cleaned up after themselves , in fact you wouldn’t have known anyone had been in , they explained how everything worked , I had telephone and internet , the speed of downloads is much faster than my previous supplier . I am extremely happy with the service , if I have to ring Lila they answer very quickly and are very helpful indeed , ( they know what they are talking about ) my only regret is that I should have changed to Lila when they first came to the area. Thank you so much . A very satisfied customer .
23 de junho de 2026
Resposta da LilaConnect UK
Hi William,
Thank you for taking the time to share your honest feedback.
We completely understand that it's still early days, and we appreciate you giving us the opportunity to provide your service. We're pleased to hear everything seems to be going okay and this continues.
Kind regards,
Customer Support Team 💜
Good installation process
Just bought my first home and Martins and Marcus came to fit the WiFi. Great pair of lads who were really helpful (as I’m clueless with it all due it being my first) they explained everything in full detail, cleaned up after themselves and were polite. Thanks so much!! :)
7 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Julie,
Thank you so much for sharing your experience! Congratulations on your first home 🏡🎉
We’re really pleased to hear Martins and Marcus made the installation process easy to understand and took the time to explain everything clearly. It’s great to know they left a positive impression and helped make your move‑in experience that little bit smoother. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Don’t bother
I’ve been with Lila for several years and at first the service was great.
I have recently had an issue at my new house after their installer installed the fibre cable through the middle of my hedge (10 points if you guess what gets trimmed in the summer).
I have spend a total of 3 hours on hold (only to be cut off after 6pm). 3 days without internet (or TV) and sat at home for a whole day with the promise of repair to get a no-show without any message or update.
Not good enough.
9 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Mark,
Thank you for sharing your feedback. We’re truly sorry for the poor experience you’ve had, especially after several years with us. The loss of service, long wait times, missed appointment and installation concerns are understandably frustrating and fall below the standard we expect to provide.
We have reached out via Trustpilot for further information so one of our Customer Support Team Leaders can contact you directly to discuss this in more detail.
Kind regards,
Customer Support Team 💜
Customer Service excellent in the end
I love the broadband which is very fast and have no problems whatsoever with it.
Customer service though is another story.
I had lila talk added onto the contract and a voip connector is needed and i was sent one pretty quickly. Said item was placed in correct part of modem along with phone connecter. No dial tone. Phone not working. I have left messages on the website customer services on 4th and 7th July with no response. Email sent yesterday after trying to ring them and waiting for over 2 hours in a queue. Still waiting for a result. After 1st hour, i got to number 1 in queue and then line went dead. Tried again and got to number 1 after an hour if waiting at 6 pm and then disconnected as it was after their closing time.
All i want is to remove lila talk from my account as i will use vonage but dont want to pay for 2. Customer service is absolutely the worst i have ever come across. So angry.
Amended.
So i just managed to get through after 30 minutes of call waiting, to a lovely guy called jay who was very helpful. At last we getting somewhere i hope!!
Problem now resolved and super happy. Thanks for sorting it out 👏👏
8 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you for sharing your feedback. We’re really pleased to hear you’re happy with the broadband service itself, but we’re very sorry for the difficulty you’ve had getting support with your LilaTalk service and for the time spent trying to contact us. We understand how frustrating this must have been.
Following your conversation with Jay, we’ve reviewed your service and can see this has now been resolved. Apologies for the delays in activating your LilaTalk service and any inconvenience caused during this time.
Kind regards,
Customer Support Team
Resposta da LilaConnect UK
Hi Helen,
Thank you for taking the time to share your feedback! We’re really pleased to hear everything went smoothly and that you had a positive experience.
Kind regards,
Customer Support Team 💜
Incredible customer service from Katie Ashton
I am in the process of moving house and had decided to change provider from LilaConnect. I spoke to Katie Ashton who was able to change my mind entirely by working incredibly hard to meet my needs in my new home. I've not always found it easy to contact the provider but Katie put all of my issues to rest with the result that I will be remaining as a customer for the foreseeable future, entirely due to her intervention. Thank you - superb customer service!
7 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Joanne,
Thank you so much for sharing your experience!
We’re delighted to hear Katie was able to support you during your move and take the time to understand your needs. Knowing she was able to address your concerns and give you the confidence to stay with us means a great deal.
We’ll be sure to pass on your fantastic feedback to Katie – she’ll be delighted to hear it.
Kind regards,
Customer Support Team 💜
I have been with LilaConnect for a…
I have been with LilaConnect for a number of years and for the latter period of 2 years I have received poor internet service and customer service. I contacted LilaConnect to talk about the service issues I have been experiencing and instead of resolving the issue with the speeds and connectivity, a call handler urged me to upgrade my package, which never resolved my issue and has now caused me issues as the upgrade has been classed as a contract renewal and I am now unable to cancel my service - which was supposed to end in May. Due to this I have experienced consistent issues with my internet, across multiple devices and throughout a number of years. I have spoken to other users of this service and have been informed that the service is just as poor across all areas, not just my area, and that the customer service is just as poor, with technical support never resolving issues for more than a week, with a new support request being made each time. I have spoken to an advisor about this and have been told that I have to set up a payment plan, and that the contract started in august without my permission! I will be raising a complaint to OFCOM as this is unacceptable and shows the shady business practices of this company
Edit: I should not have to do your job for you in giving you the information to my formal complaint when I have been waiting over 2 weeks for a response after calling in twice to chase your managers. I would never recommend this company or their service to anyone in the future
7 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you for sharing your feedback. We’re very sorry to hear about the ongoing issues you’ve experienced with your service, support and contract concerns. This is not the standard of service we expect to provide, especially to a long-standing customer.
We have reached out via Trustpilot for further account information to allow our management team can review this fully and contact you directly to discuss your concerns.
Kind regards,
Customer Support Team 💜
Russ from technical support was amazing…
Russ from technical support was amazing and patient. As I’m not very tech clever. He sorted our issue. Top man
6 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Karl,
Thank you for taking the time to share your feedback!
We’re really pleased to hear Russ provided such patient and helpful support. It’s great to know he took the time to guide you through the issue and get everything sorted. We’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Well had the internet installed and not…
Well had the internet installed and not really been able to use it as it keeps dropping out not good what so ever
3 de julho de 2026
Resposta da LilaConnect UK
Hi Levi,
Thank you for sharing your feedback. We're very sorry to hear your connection was dropping following installation — we understand how frustrating this must have been, especially when you were unable to use the service as expected.
Thank you for working with our Technical Support Team to resolve the issue. Should you experience any further problems, please don't hesitate to let us know and we'll be happy to help.
Kind regards,
Customer Support Team 💜
Resposta da LilaConnect UK
Hi Victoria,
Thank you for sharing your feedback. We’re sorry to hear you’re experiencing slow internet speeds and understand how frustrating this can be.
Our Technical Support Team have reach out to you directly for further information, we look forward to getting this resolved for you.
Kind regards,
Customer Support Team 💜
Friendly service & everthing works…
Friendly service & everthing works great and also value for money !!!
26 de junho de 2026
Resposta da LilaConnect UK
Hi Shaun,
Thank you for taking the time to share your feedback! We’re really pleased to hear you’re enjoying friendly service, great performance, and excellent value for money.
Kind regards,
Customer Support Team 💜
All the work of change over done by…
All the work of change over done by your staff, all done as planned
2 de julho de 2026
Resposta da LilaConnect UK
Hi Ray,
Thank you for taking the time to share your feedback! We’re really pleased to hear the changeover went smoothly and that everything was completed as planned.
Kind regards,
Customer Support Team 💜
Lila connect thank you to Keith and…
Lila connect thank you to Keith and Jacob for a cracking installation and set up they left the place as clean as when they started
2 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Michael,
Thank you for your feedback! We’re really pleased to hear Keith and Jacob delivered such a great installation and took care to leave everything as clean as they found it. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Nice and friendly customer service
Nice and friendly customer service
26 de maio de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Tomasz,
Thank you for taking the time to share your feedback! We’re really pleased to hear you received friendly and helpful customer service.
Kind regards,
Customer Support Team 💜
Following the installation of my new…
Following the installation of my new broadband, I contacted LilaConnect support about an internet speed issue I was experiencing. Kayur was incredibly helpful, friendly and informative throughout. He took the time to explain what was causing the issue, answered all of my questions and made sure everything was resolved.
1 de julho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Tom,
Thank you for taking the time to share your experience!
We’re really pleased to hear Kayur was able to help resolve the speed issue and kept you informed throughout. It’s great to know he took the time to answer your questions and ensure everything was fully resolved. We’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
I have had an open support ticket since…
I have had an open support ticket since 30 June with zero response. Even worse, they repeatedly close my support tickets without replying or fixing the issue.Lila Connect has previously asked me to delete my negative reviews, which I did twice before. I will not delete this review until my issues are permanently resolved
30 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Bubu,
Thank you for sharing your feedback. We’re very sorry to hear about the lack of response to your support ticket and the frustration caused by tickets being closed without your issue being resolved.
One of our Customer Support Team Leaders has reached out to discuss this further and review your concerns in more detail. We remain committed to working with you towards a resolution.
Kind regards,
Customer Support Team 💜
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