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
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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
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Overview of what to expect
Onboarding & Switching: The sign-up and switching process was incredibly quick, easy, and hassle-free, with highly competitive initial offers.
Installation: Handled by a third party, though I did have to reattach the wall box myself.
Performance & Hardware: Speeds are decent but comparable to other standard routers/providers. The hardware offers great visibility and control, but has noticeable dead spots even in a small property (Brick house so understandable in my proptery). (Tip for Lila to management: Don't immediately try to upsell customers when addressing coverage issues).
App Access: Non-existent, likely to keep costs down, but not a dealbreaker.
Customer Service & Support: Highly inconsistent. Web ticketing is frustrating; agents frequently close tickets immediately after replying, regardless of whether the issue is resolved, often ignoring details. For reference I waited 2 days for a response and my other ticket was closed within 1-2 hours for not responding (Refs: 313181 & 308440). It took a cancellation threat to finally get routed to proper technical support.
Technical Support: Once reached, tech support was great. Both the initial remote agent and Larry were pleasant, thoroughly reviewed the notes, and were genuinely helpful.
Summary: A decent provider with solid technical staff, but the front-line digital customer service needs a massive overhaul.
25 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you for taking the time to provide such a detailed and balanced review. We really appreciate you sharing both the positives and the areas where you feel we need to improve.
I'm pleased to hear that your onboarding experience was quick and hassle-free, and that once you reached our technical support team, both the remote agent and Larry were able to provide the level of service you deserved. I'll make sure your kind words are shared with them, they'll be delighted to hear your feedback.
That said, I'm genuinely sorry that your experience with our customer service and ticketing process fell short of expectations. I completely understand how frustrating it must have been to wait for responses, have tickets closed before your issue was resolved, and feel that you had to consider cancelling before reaching the right team. That's not the experience we want any of our customers to have.
I also appreciate your feedback regarding Wi-Fi coverage and your suggestion about avoiding an immediate upsell when customers report coverage issues. Feedback like this is invaluable, and I've made sure your comments are shared with the relevant teams as we continue to improve both our service and support processes.
Thank you again for your honest feedback. Reviews like yours help us identify where we're getting things right and, just as importantly, where we need to do better. We hope we'll have the opportunity to provide you with a much smoother experience going forward.
Kind regards,
The Lila Connect Team
Brilliant service
I spoke to Antony about upgrading my speed and he was extremely helpful, professional and efficient, he arranged the upgrade and installation instantly with absolutely no drama ( I hope Virgin and Sky see this). Whenever I speak to Lila staff I am amazed at the responsiveness and knowledge they bring to the enquiry and Antony is no exception. Brilliant response time and attitude. Well done Antony and Lila and a huge Thank You to all the call centre staff.
25 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share such a fantastic review.
I’m really pleased to hear that Antony was able to support you with your upgrade in such a professional, efficient, and straightforward way. It’s great to know everything was arranged quickly and without any hassle, and that he made the whole process easy for you.
I’m also really glad to hear your wider experience with our team has been consistently positive. We put a lot of emphasis on responsiveness and product knowledge, so it’s genuinely rewarding to hear that reflected in your interactions.
I’ll make sure your kind words are passed on to Antony and the wider call centre team, they’ll really appreciate the recognition.
Thank you again for your support and recommendation.
Kind regards,
Afruj Miah
Customer Service Team Leader
Insalation
Everthing was fantastic from start to finish the team who attended went the extra mile would highly recomend more than pleased with everything.
22 de junho de 2026
Resposta da LilaConnect UK
Hi Peter,
Thank you so much for taking the time to leave your feedback.
I’m really pleased to hear that everything went so well from start to finish, and that the team went the extra mile for you. It’s great to know you were more than pleased with the service you received—that’s exactly what we aim for.
We really appreciate your recommendation and your kind words. I’ll make sure your feedback is shared with the team so they can see the impact of their work.
Thank you again for choosing Lila Connect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Satisfied customer
Marcus and Martins arrived bang on time.Very friendly guys,explained everything that they would need to do within our package upgrade.Left no mess at all.Really helpful and were very happy to explain any questions.A trustworthy team,this is exceptional to experience in today's faceless world.Keep up the good work,well done.5 stars
24 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share such a thoughtful review.
I’m really pleased to hear that Marcus and Martins delivered such a positive experience during your package upgrade. It’s great to know they arrived on time, took the time to explain everything clearly, worked neatly, and were happy to answer your questions. That level of care and professionalism is exactly what we aim for.
Your comments about them being trustworthy and making the experience feel personal really mean a lot. We work hard to make sure our service doesn’t feel “faceless,” so it’s genuinely rewarding to hear that reflected in your experience.
I’ll make sure your kind words are passed on to Marcus and Martins—they’ll really appreciate the recognition.
Thank you again for your 5-star review and for choosing Lila Connect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Russ Technical Support Team
Russ from the technical support team was very knowledgeable and answered all my queries efficiently and solved my issue promptly. Thank you Russ 😊
24 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Russ was able to support you so effectively. It’s great to know he was knowledgeable, answered your queries clearly, and got your issue resolved promptly—that’s exactly the standard we aim to deliver in our technical support team.
I’ll make sure your kind words are passed on to Russ. He’ll really appreciate the recognition.
Thank you again for your lovely comments and for choosing Lila Connect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Kayur from senior tech and Jayed
Kayur from senior tech and Jayed, great lads sorted me out without issue offered me a drink when we were resetting the router. Couldn’t have asked for a better set of guys to come and help with the problem.
Issue started with drop outs for Kayur and Jay rang me said they updated the software on the old router then seen which service I was paying for (2.5GB) rang me again to ask if they can stop by to give me a new router that would benefit from the speeds I was paying for within the hour there here cracking jokes with my self having a really nice chin wag about the World Cup last night. 10/10 would recommend these guys ! Even hooked me up with 2 months free due to the past on going issues with the hardware/software
24 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share such a fantastic and detailed review.
I’m really pleased to hear that Kayur and Jayed were able to turn things around for you so quickly and professionally. It sounds like they not only resolved the drop-out issues efficiently, but also took the time to make the whole experience relaxed and friendly, which is exactly the kind of service we aim to deliver.
It’s great to hear they reviewed your setup properly, ensured you were on the right hardware for your 2.5Gb service, and came out within the hour to get everything upgraded for you. I’m also glad they took care of the compensation for the earlier issues; that’s an important part of making things right when problems arise.
Most of all, it’s lovely to hear that they made the visit enjoyable and personable as well as technical, building that kind of rapport really does make a difference.
I’ll make sure your kind words are shared with both Kayur and Jayed. I know they’ll really appreciate your feedback.
Thank you again for your recommendation and continued support.
Kind regards,
Afruj Miah
Customer Service Team Leader
Lila Connect Broadband Upgrade…
Marcus and Martin came to upgrade my Lila Connect broadband. They were both amazing, took their shoes off at the door and had the internet up and running in no time. Very nice lads, a credit to Freedom Fibre.
23 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Marcus and Martin provided such a positive experience during your upgrade. It’s great to know they were efficient, respectful in your home, and had everything up and running in no time. Small details like taking their shoes off at the door really do reflect the care and professionalism we aim for.
I’ll make sure your kind words are passed on to Marcus and Martin, they’ll really appreciate the recognition.
Thank you again for your support and for choosing LilaConnect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Great communication from them,the…
Great communication from them,the installation lads were on time,very friendly and quick,no issues with the Internet so far,very pleased.
18 de junho de 2026
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that everything went smoothly with your installation and that the team arrived on time, were friendly, and got everything set up quickly. It’s also great to know your connection has been working well so far and that you’re very pleased with the service.
I’ll make sure your kind words are passed on to the installation team, they’ll really appreciate the recognition.
Thank you again for choosing LilaConnect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Great installation team
After a few delays of which I was kept updated , the installation was completed today by Nikki and Cavan,they were friendly, efficient and explained the process clearly,the site was left spotless ,and the equipment was up and running before they left ,thankyou both
23 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that, despite the earlier delays, you were kept well informed throughout and that the installation was completed smoothly today by Nikki and Cavan. It’s great to know they were friendly, efficient, and took the time to clearly explain the process to you.
I’m also glad to hear they left everything clean and tidy and made sure your equipment was fully up and running before they left, that’s exactly the standard we aim for.
I’ll make sure your kind words are passed on to Nikki and Cavan. They’ll really appreciate the recognition.
Thank you again for your patience and for choosing LilaConnect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Dont signup
No after service, no response on helpline
Speed decline post cooling ooff period
13 de junho de 2026
Resposta da LilaConnect UK
Hi,
Thank you for sharing your feedback. We’re sorry to hear about the difficulty you’ve had reaching us and the drop in speed you’ve experienced after joining. We would definitely like the opportunity to investigate this further with you.
We have reached out to you via you account contact details, we hope you will give us the opportunity to investigate root cause.
Kind regards,
Customer Support Team 💜
I've had 2 of you engineers at my house…
I've had 2 of you engineers at my house to installed the internet upgrade they have done a fantastic job, you need more engineers like Marcus and Martin.Nice 1 lads
23 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Marcus and Martin did a fantastic job with your internet upgrade. It’s great to know the installation went smoothly and that you were happy with the service they provided.
I’ll make sure your kind words are passed on to them, they’ll really appreciate the recognition.
Thank you again for your support and for choosing LilaConnect.
Kind regards,
Afruj Miah
Customer Service Team Leader
I had Martins and Marcus come out to…
I had Martins and Marcus come out to install my internet and they were really friendly and did a really good job and even helped to put my stuff back which was really nice of them
23 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Martins and Marcus provided such a positive installation experience. It’s great to know they were friendly, did a good job, and even went the extra mile to help put things back in place for you, that kind of care and attention really makes a difference.
I’ll make sure your kind words are passed on to them, they’ll really appreciate the recognition.
Thank you again for choosing LilaConnect and for your lovely feedback.
Kind regards,
Afruj Miah
Customer Service Team Leader
Amazing lady and the guy I spoke to…
Amazing lady and the guy I spoke to today brilliant and he went above and beyond
22 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Barry,
Thank you for your kind words!
We’re really pleased to hear our team went above and beyond and made such a positive impression. We’ll be sure to pass on your feedback.to Kaia & Russ.
Kind regards,
Customer Support Team 💜
Resposta da LilaConnect UK
Hi Janet,
Thank you for your feedback!
We’re really pleased to hear everything went well and that you found the LilaConnect set up efficient.
Kind regards,
Customer Support Team 💜
Kayur was professional and very…
Kayur was professional and very helpful. Seems to have dorted my problem. After nearly a week of losing fsith in lilaconnect Kayur has gone a long way to restoring it
22 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Derek,
Thank you for taking the time to share your feedback.
We’re really pleased to hear Kayur was able to resolve the issue and help restore your confidence in the service. We’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Once I spoke with Kayer he was able to…
Once I spoke with Kayer he was able to explain the issue and deal with it. I was getting very poor speed and multiple items in the house kept dropping connection.
Kayer was able to get the strength back to high speed and now everything works correctly.
great customer service and tech support
11 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Mark,
Thank you for your feedback!
We’re really pleased to hear Kayur was able to explain the issue clearly and get everything running at the speeds you expected. It’s great to know your connection is now stable and working well.
Kind regards,
Customer Support Team 💜
Resposta da LilaConnect UK
Hi Mrs Higgins,
Thank you for your kind feedback!
We’re really pleased to hear the engineer provided great customer service and that you’d recommend Lila, this means a lot to our team.
Kind regards,
Customer Support Team 💜
Upgrade Installation
My upgrade installation was completed today by Marcus and Martin. They completed the install quickly and professionally, explaining everything before leaving. Taking their shoes off before entering the property and offering multiple times to clean up the very small amount of dust, which I said I was more than happy to sort once they left. Both are small details, but take the service provided to the next level. All in all a very happy customer!
22 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Lindsey,
Thank you so much for your fantastic feedback!
We’re really pleased to hear Marcus and Martin delivered such a professional and thoughtful installation. It’s great to know those extra touches made a difference and elevated your experience. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
SWITCH
The switchover took place without any problems, you could say it was unnoticeable, if it weren't for the physical replacement of the router with a new one, I wouldn't have known that I had already been switched. I was very positively surprised.
11 de junho de 2026
Resposta da LilaConnect UK
Hi Przemyslaw,
Thank you for your feedback! We’re really pleased to hear the switch over was so smooth it was barely noticeable. It’s great to know everything went seamlessly for you.
Kind regards,
Customer Support Team 💜
Quick Issues resolved
Faced a few issues with speed and connectivity usually a reset helps out. Happened a few times and usually a quick call, they update the ware inside and away I go. Russ is super helpful, explains in a good manner and double checks it all 👌
20 de junho de 2026
Opinião espontânea
Resposta da LilaConnect UK
Hi Sam,
Thank you for your feedback!
We’re really pleased to hear Russ was so helpful and took the time to explain everything clearly while getting your issue resolved. It’s great to know you feel supported when things do arise.
Kind regards,
Customer Support Team 💜
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