Very quick response from Lila on fixing a cable which was snapped during building work. Arrived when they said. Shaun the engineer was extremely helpful in setting Wi-Fi to my appliances in the house... See more
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Review summary
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Jacob & Martins came out to install the new WIFI. Absolutely professional from start to finish. Both of them were extremely competent, knowledgeable and helpful. Extremely polite, great customer servi... See more
Company replied
Brilliant service from Lila. Internet speed issue solved immediately by Kayur. Thankyou so much, we rarely have issues with our Lila internet but if we ever do it has always been solved immediately, w... See more
Company replied
Both technicians were very friendly very helpful and answered all my questions, they were very tidy leaving all as they found it and worked very well as a team. A very pleasant experience, a pleasure... See more
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Company details
Written by the company
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
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4.5
Excellent
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 week
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Reply from LilaConnect UK
Hi Lily,
Thank you for your feedback! 😊
We’re delighted to hear Adam was polite, helpful, and provided such a positive experience.
We’ll be sure to pass on your kind words to him. 💜
Kind regards,
Customer Support Team 💜
Lila were first class in the connecting…
Lila were first class in the connecting my internet in notifying my previous supplier of the change . The £50 reward for changing was very prompt and my new monthly charge with Lila was significantly cheaper than my previous supplier. I recommend Lila to everyone.
15 September 2026
Reply from LilaConnect UK
Hi Pete,
Thank you for taking the time to leave us such a fantastic 5-star review.
We're delighted to hear that your switch to LilaConnect went smoothly and that you found the transfer process, communication, and reward payment to be quick and hassle-free. It's also great to know you're benefiting from better value compared to your previous provider.
Thank you for recommending LilaConnect to others this means a lot to our teams.
Kind regards,
Customer Support Team 💜
Very polite and professional
Very polite and professional, good job done, credit to Nikki and jake.
17 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Bernard,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that Nikki and Jake provided a polite and professional service and that you were pleased with the work completed. Feedback like this means a lot to our team.
We'll be sure to pass your kind comments on to Nikki and Jake.
Kind regards,
Customer Support Team 💜
Amazing company
Amazing company, friendly staff and excellent value for money. I'm getting the speed that I'm paying for, so no complaints from me. I've already made my first referral to Lila Connect.
14 September 2026
Reply from LilaConnect UK
Hi Steven,
Thank you for taking the time to leave us such a fantastic 5-star review.
We're delighted to hear that you're enjoying the speeds you're paying for and have found both our service and team to be friendly and helpful. It means even more to hear that you've already recommended LilaConnect to others through our referral programme.
Thank you for choosing LilaConnect and for your support and recommendation.
Kind regards,
Customer Support Team 💜
Kayur was awesome
Kayur was awesome. He helped get the issues sorted, while also helping me understand how to get the best from the broadband with my devices, by updating and removing certain things.
16 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Steve,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that Kayur was able to resolve the issues you were experiencing and help you get the best performance from your broadband and devices. Taking the time to explain things clearly and provide practical advice.
We'll be sure to pass your kind feedback on to Kayur.
Kind regards,
Customer Support Team 💜
From start to finish this guy was…
From start to finish this guy was Amazing
He sorted it straight away Thankyou
11 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Karen,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that our team was able to resolve the issue quickly and provide such a positive experience.
Kind regards,
Customer Support Team 💜
Adam and Marcus
Adam and Marcus provided a fantastic service. We had persistent WiFi issues, but those two were absolute professionals. They quickly diagnosed the problem, got everything fixed, and were really good to deal with. Highly recommend!"
16 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Choice,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that Adam and Marcus were able to resolve your WiFi issues and provide such a positive experience. Diagnosing problems quickly, explaining solutions clearly, and delivering professional service.
We'll be sure to pass your kind feedback on to Adam and Marcus.
Kind regards,
Customer Support Team 💜
Great Experience
Called on the off chance and connected to Matthew. Great customer service. Very helpful.
15 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Julie,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that Matthew provided such great customer service and was able to help when you called. Delivering friendly and helpful support
We'll be sure to pass your kind feedback on to Matthew. Thank you for choosing LilaConnect.
Kind regards,
Customer Support Team 💜
Lovely engineer Nikki
Excellent service from Nikki who came to sort out the connection issues. Fast, efficient and very pleasant! A highly valuable member of the team. You are lucky if you get her as your engineer.
15 September 2026
Unprompted review
Reply from LilaConnect UK
Hi,,
Thank you for taking the time to leave us such a wonderful review.
We're delighted to hear that Nikki was able to resolve your connection issues quickly and efficiently while providing such friendly and professional service. It's fantastic to know she made such a positive impression and got everything sorted for you.
We'll be sure to pass your kind feedback on to Nikki.
Thank you for choosing LilaConnect and for your 5-star review
Kind regards,
Customer Support Team 💜
Very happy with the support Russel…
Very happy with the support Russel provided. He talked me through the steps to get my broadband back up to speed and stayed on the phone until I was sure everything was sorted out.
14 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Jeff,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that Russ was able to get your broadband back up to speed and provide the support you needed. Taking the time to talk through the steps and staying on the phone until everything was fully resolved.
We'll be sure to pass your kind feedback on to Russ. Thank you for choosing LilaConnect and for your recommendation.
Kind regards,
Customer Support Team 💜
Matthew was very competent and made it…
Matthew was very competent and made it so simple for me to continue with lila connect .with a bereavement its very hard and Matthew made it so simple and easy for my self ..I am most grateful for Matthews help today .thank you so much
14 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Lynne,
Thank you for taking the time to leave us such a lovely 5-star review.
We're very sorry to hear of your bereavement, and we're grateful that you chose to share your experience with us during what we know must be a difficult time. We're pleased to hear that Matthew was able to make the process simple and straightforward for you.
We'll be sure to pass your kind words on to Matthew.
Kind regards,
Customer Support Team 💜
Internet Services Random Dropouts
I messaged LilaConnect for support because we were experiencing dropouts of service at random times. Their initial message response was to switch the router off and on again which was not very helpful and I told them so. They replied in a message asking me to screenshot a speed test when it was working normally and again when it dropped out. Within a day or two of sending it I received a call from Russ, a support engineer. He could see what had happened and could also see two additional Netgear routers daisy chained on my home network which I had set up some years ago to get coverage throughout our home. He said these routers could be causing a conflict but that he would update the LilaConnect router which may resolve the issue. He said the best solution for extending range would be some LilaConnect boosters but at an additional £10 per month I thought that was expensive and was unwilling to go that route. For now I am monitoring performance following the router software update. 5 starts because the support engineer Russ was so thorough and articulate in his analysis and then explaining the cause and offering options
11 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Mark,
Thank you for taking the time to leave us a 5-star review.
We're pleased to hear that Russ was able to identify the cause of the issue, explain everything clearly, and provide options to help improve your service.
We'll be sure to pass your kind feedback on to Russ. Thank you for sharing your experience.
Kind regards,
Customer Support Team 💜
Poor internet service is very slow and…
Poor internet service is very slow and always maintained work
10 September 2026
Reply from LilaConnect UK
Hi Jivita,
Thank you for sharing your feedback.
We're sorry to hear that you've been experiencing slow speeds and service interruptions due to network maintenance. We understand how frustrating this can be when you rely on your broadband service day to day.
We'd like the opportunity to investigate these concerns further and identify the cause of the issues you're experiencing. If you haven't already done so, please raise a support request through your Client Portal or email us at support@lilaconnect.co.uk so our Support team can help.
Thank you for bringing this to our attention.
Kind regards,
Customer Support Team 💜
Late acknowledgement
On Saturday, 5th September, my wife’s iPhone locked up with a warning that Lila Connect was no longer compatible with her iCloud privacy protocol. She could use a different internet provider or accept the risk that data could be seen. I rang their Customer Service, but it was weekend and the Office was closed. I then emailed them with my concerns. Monday, 7th September, morning, I rang again and after half an hour I was still “9” in queue. I cut the call and emailed again. Monday afternoon I re-emailed making the email “priority”. On Wednesday, having had no reply nor acknowledgement I emailed again. It is now the following Monday and there is still no reply. Being very polite, this is not good customer service!
Finally a nice lady replied and the matter is now being resolved.
Allan Dawson
5 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Allan,
Thank you for sharing your feedback and taking time to talk with one of our managers about your experience.
We're sorry to hear about your experience and understand your frustration at not receiving a response after making several attempts to contact us. We appreciate the time you've taken to raise your concerns and recognise that the level of service you received did not meet your expectations.
The warning message you described is not something we would expect to be caused by the broadband service itself however I understand the warning is concern and we continue to investigate device notification.
Thank you for bringing this to our attention. Your feedback helps us identify areas where we can improve our customer experience.
Kind regards,
Customer Support Team 💜
Support with technical fault
Russ was very knowledgeable patient and informative advising very clearly about my identified concern he directed me through the process identified my problem and gave me options with consequences Thanks Russ
11 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Jane,
Thank you for taking the time to leave us such a wonderful review.
We're delighted to hear that Russ was able to clearly explain your options, help identify the cause of your issue, and guide you through the resolution process. Providing knowledgeable, patient, and informative.
We'll be sure to pass your kind feedback on to Russ. Thank you for choosing LilaConnect, and for your 5-star recommendation.
Kind regards,
Customer Support Team 💜
Friendly faces and voices.
Very happy with both Sophie in the office and the two men who installed the router etc.
8 September 2026
Reply from LilaConnect UK
Hi Brian,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that you were very happy with the service you received from Sophie and our installation team. Providing a smooth experience from your first contact through to installation.
We'll be sure to pass your kind feedback on to Sophie and the engineers involved. Thank you for choosing LilaConnect.
Kind regards,
Customer Support Team 💜
Quick installation
Quick installation, left no mess and very friendly, super quick speeds
2 September 2026
Reply from LilaConnect UK
Hi,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that your installation was completed quickly, the team left everything tidy.
Thank you for choosing LilaConnect!
Kind regards,
Customer Support Team 💜
edited review
Amended review - new customer, had an issue on the day of installation with Internet going down. Received a call from Senior Tec (Kayur Tatel) went through instructions over the phone and fixed the issue for me. Happy with the service provided by Kayur.
11 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Aysa,
Thank you for taking the time to leave a review and for raising this issue with us through a support request.
We're sorry to hear that you've experienced a loss of connection so soon after your installation. We understand how frustrating this must be, especially when your service had only recently gone live.
Our Technical Support team is currently investigating the issue as a priority and working to identify the cause of the disruption. While we appreciate this early experience has not met your expectations, we are committed to getting this resolved.
Thank you for bringing this to our attention, and we hope to have the opportunity to put things right.
Kind regards,
Customer Support Team 💜
Joined Lila 2 days ago
Joined Lila 2 days ago. I have tried to contact customer services numerous times since . I was cut off after 1hr and 10 mins , Then after being 8th in queue and getting to 6 in 20 mins I hung up.
Very frustrating not being able to speak to someone so I am now considering cancelling and going with a company that has a customer services dept that works.
11 September 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for sharing your feedback.
We're sorry to hear about the difficulties you've experienced trying to contact us, especially so soon after joining LilaConnect. Waiting on hold for an extended period and being disconnected is understandably frustrating, and we appreciate the impact this has had on your impression of our support.
When our phone lines are particularly busy, you can also contact us by emailing support@lilaconnect.co.uk or by raising a support request through your Client Portal.
Your feedback has been noted and will help us identify opportunities to improve our contact channels and ensure customers can reach us when they need support.
Kind regards,
Customer Support Team 💜
Lila Connect honest review
My service is again down today. It has been bad since I upgraded to 1.8 gig ( I've never got it but half that would be good).
You cannot get through on the telephone and the online reporting is pitiful. You create a ticket and eventually in a week you may get a reply. This needs addressing urgently I have tried to raise a complaint but have never been acknowledged. Look elsewhere when it's good it's good but there are too many issues.
11 September 2026
Unprompted review
Reply from LilaConnect UK
Hi Paul,
Thank you for sharing your feedback.
We're sorry to hear about the ongoing service issues you've experienced and understand how frustrating it is when you're unable to get the reliability and support you expect. We also apologise for the difficulties you've encountered contacting us and the concerns you've raised regarding complaint handling and response times.
We are aware of your ongoing support case, which has been escalated to our network operator for investigation. We appreciate your patience while this is being reviewed and look forward to providing a resolution as soon as possible.
Kind regards,
Customer Support Team 💜
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