Reported an issue with my broadband at 3:30pm on Thursday, by 10am the following day the engineers came and resolved the issue. The engineers (Nikki and Keith) were very friendly and polite and I c... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Arrived when planned , Very polite on arrival, Explained the scope of work required. Very tidy when work was completed. "Cavan the engineer took the time to explain the new workings of the... See more
Company replied
Hello, Absolutely fantastic service today for a fibre upgrade from Adam & Nikki. They were courteous, wore shoe protection, explained everything clearly and were very very friendly! I would love... See more
Company replied
Had a few teething problems with WiFi connectivity, ad had to contact customer support. Problems happen, but the level of customer service that is received defines how good a business is. The customer... 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
Contact info
4.4
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 97% of negative reviews
Typically replies within 1 week
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This brand is a scam
This brand is a scam, people are giving them such lovely reviews when they fined us for £100 , as they were supposed to come for a survey and I am always home they knocked on our door very lightly and didnt ring the doorbell at all went without trying to see if anyone is at home and went ahead to fine us so please be aware when they ask to come for a survey.
3 June 2025
Unprompted review
Reply from LilaConnect UK
Hi Arshad,
Thank you for sharing your feedback.
We're sorry you have not shared your details when we've requested further information and to hear how frustrating this experience felt.
This isn’t the impression we ever want to leave, and we’d like the opportunity to review what happened around the survey visit and charge.
If you would still like to discuss this further please email support@lilaconnect.co.uk where we can look into this fully.
Kind regards,
Customer Support Team 💜
Kayur was very thorough
Kayur was very thorough and professional and stayed on the phone until the whole thing was sorted out. He was very knowledgeable and explained thet the system was seeing my wireless access point as the main router, after the system maintenance work over the last few days.
17 April 2026
Unprompted review
Reply from LilaConnect UK
Hi John,
Thanks so much for the 5‑star review! ⭐
We’re really pleased to hear Kayur was thorough, professional, and took the time to fully explain and resolve the issue following the recent maintenance. We’ll be sure to pass on your kind feedback.
Kind regards,
Customer Support Team 💜
I was with Virgin for years
I was with Virgin for years, constant bandwidth throttling and systems going down. Finally decided on Lila Connect. Staff on the phone were friendly and really helpful. The engineers installed the equipment quickly and cleaned up afterwards. And the broadband has been flawless so far (4 months in) Super high speed, zero throttling and only 1 outage for maintenance which was done overnight so there was no actual disruption. Wish I'd gone with them sooner!
13 April 2026
Reply from LilaConnect UK
Hi Liam,
Thank you for your 5‑star review! ⭐
We’re really pleased to hear you’ve had such a smooth experience with LilaConnect — from the friendly support team to the quick, tidy installation. It’s fantastic to know your broadband has been running flawlessly and that the overnight maintenance caused no disruption.
Feedback like this means a lot to our teams!
Kind regards,
Customer Support Team 💜
Packet loss issues, slow customer support
Edited review (3/5 stars):
I have to give credit where it's due. Kayur gave me a call and helped me to diagnose the problem with my download speeds. He could see on his end that the connection to LAN 1 was limited to only 100Mbps. Turns out I have a faulty TP Link network switch, which despite being advertised as a 1Gb switch, was limiting my speed.
The packet loss and outage issues however are unrelated to the faulty switch and is entirely on Lila's end, so I'll be monitoring that over the next week or so. Kayur assured me that recent maintenance should have fixed that issue.
Original review (1/5 stars):
I've been subscribed to Lila for about a year. At first, nothing seemed immediately wrong. Speeds and connection were about as advertised.
Fast forward to now, and for the last few months I've been experiencing:
- Severe packet loss issues every single evening (peak hours), which makes online gaming impossible
- Random outages during the day, which is completely unacceptable for somebody who works from home
Their customer support is absolutely shocking - takes over a week to get a half-arsed reply with assurances of "improvements to the network" which never come.
Just feel completely mis-advertised on the service and not respected as a customer whatsoever.
I cannot recommend this ISP to anybody. Please look elsewhere, such as Zen Internet.
16 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Liam,
Thank you for taking the time to update your review.
We really appreciate you recognising the support Kayur provided, and I’ll be sure to pass on your feedback to him – he’ll be pleased to hear it.
We understand your continued concerns and we appreciate you continue to monitoring this following the recent maintenance updates to improve your service stability.
Kind regards,
Customer Support Team 💜
Very nice and helpful young man ,took…
Very nice and helpful young man ,took the time to explain to me what I needed to do
16 April 2026
Unprompted review
Reply from LilaConnect UK
Hi
Thank you for the lovely 5‑star review! ⭐
We’re really pleased to hear our support team member took the time to explain everything clearly and was helpful.
Kind regards,
Customer Support Team 💜
Lila USE to be good
Lila USE to be good, then the services went down, no communication to customers, nothing on the website, unable to reach support staff. They are installing new fibre lines in the are and i think i will transfer over to them, Lila either you improve or you are going to lose ALOT of customers. WFH and having no update is terrible. Quick to take your money, not quick to repair the issues.
15 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Franklyn,
We sincerely apologise for the recent unplanned service outage and, in particular, the lack of timely updates.
We fully understand how frustrating this is when working from home, and we recognise that our communication during this incident fell short.
While network faults can occur, keeping customers informed is our responsibility.
We’re improving how we share real‑time updates, including clearer incident information on our Service Status page at lilaconnect.co.uk/service-status, so customers can easily see what’s happening and when updates are issued.
Thank you for your feedback – it’s taken seriously and is helping drive these improvements.
Kind regards,
Customer Support Team 💜
No service for hours, no communication
Internet went down around 2pm - tried calling support, nothing. Tried going on the live chat, nothing. No way at all to contact support - no communication from Lila via email or SMS either (which they said they will do on their support page if it goes down)
Internet eventually came back around 8pm. For people who rely on their service to work from home, this is unacceptable. Yes internet can go down for a number of reasons, but it's the customer service and lack of communication that is the issue here.
Do better. Looking to move away to a different company now.
15 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Nick,
We’re very sorry for the unplanned network outage and lack of communication while your service was down.
While faults can occur, you should have been able to reach us and receive updates, and we accept that we fell short on this occasion.
Your feedback has been taken on board as we work to improve how we communicate during unplanned service outages.
Kind regards,
Customer Support Team 💜
Bad company …
After waiting for installation of the broadband we've now been told they can't fit the wire because there's a blockage when told it could be a long wait i tried to get in touch with lila 4 times yesterday you've got no chance as I'm not in service yet I just want them to get there box back the red flag is you can't contact them they're terrible the worst people I've tried to deal with
15 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Paul,
We’re really sorry for the frustration and uncertainty caused by your fibre installation, particularly the blockage identified and the difficulty you experienced trying to receive updates.
We understand how disappointing this is, especially when installation cannot proceed as planned, and we recognise that our communication should be clearer and more proactive when additional corrective work is required to deliver service your home.
We’d appreciate the opportunity to review this fully. Please email support@lilaconnect.co.uk so we can confirm how you can return any equipment.
Kind regards,
Customer Support Team 💜
Positive customer service, but install issue
Updating my original review- we had frequent Internet outages since we have started due to the install not being carried out correctly. We were promised 1000 mbps but rarely got that. There was a broad outage in our area and we had a three day outage with no communication and no updates. Finally we got through because their customer service is only available until 6pm and we raised a ticket with no response. When I did get through to customer service, Lenny was excellent and helped me restore service with their engineers arriving the next morning, Luke and Jakub who were nice and explained things clearly. I was quite distraught for the three days but I think they are a relatively excellent when you can get through. Thank you for helping me I am extremely grateful, and I think having more customer communication and visibility of outages on the website/social media/email would be beneficial. I will be staying now that we realised the issue and had a positive experience.
15 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Kassandra,
Thank you for updating your review.
We’re sincerely sorry for the disruption and lack of communication you experienced during the outage — we completely understand how upsetting that must have been.
We’re really glad Lenny, Luke, and Jakub were able to resolve the issue for you, and we truly appreciate your patience and feedback as we work to improve our communication during these unplanned incidents.
Kind regards,
Customer Support Team 💜
A good Local Company
The process of installation was quick and easy. The Customer Service Team and Installers listened to my concerns about coverage and came up with a solution that works.
The speed is good 👍 and I have been able to work from home without any problems.
Lila is local company and offer good value for money service.
13 April 2026
Reply from LilaConnect UK
Hi Howard,
Thank you for the great feedback! We’re really pleased to hear the installation went smoothly and that the team were able to address your coverage concerns.
It’s lovely to know the service is supporting your work from home and delivering the speeds you expected 👍
We really appreciate you choosing a local provider and taking the time to share your experience.
Kind regards,
Customer Support Team 💜
Used to be great, down 2 times in 1 month now....
Used to be an amazing company, never had an issue and have recommended them to dozens of people. Since they've moved to cadence networks they've been down 2 times in less than 1 month for more than a full working day.
I hope they turn it around soon but if it keeps up myself and a lot of the people I've recommended will be moving to another ISP
15 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Jamie,
We’re really sorry to hear this, especially given how positive your experience has been in the past and the recommendations you’ve made.
We recognise that the recent outages have been unacceptable and disruptive, and we understand the impact this has had on your trust. Your feedback is genuinely appreciated and is driving improvements.
Kind regards,
Customer Support Team 💜
engineers Ramesh&Sami
engineers Ramesh&Sami arrived on time install and connection went smoothly answered any questions i had waited until connection tested was working ok also asked me to inspect work internally and externally before they left site
15 April 2026
Unprompted review
Reply from LilaConnect UK
Hi John,
Thank you for the lovely review! We’re really pleased to hear Ramesh and Sami arrived on time, took the time to answer your questions, and made sure everything was fully tested before leaving. It’s great to know the installation went smoothly and you were happy with the work inside and out.
Thanks again for choosing LilaConnect.
Kind regards,
Customer Support Team 💜
Excellent install from Nikki & Keith!
Excellent install from Nikki & Keith, sorted it out really quickly and we were up and running in no time at all. Miles quicker than Virgin!
15 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Nathan,
Thanks for the great review! We’re really pleased to hear Nikki and Keith got everything sorted quickly and had you up and running in no time. Brilliant to hear you’re already seeing a big improvement in speed too!
Thanks for choosing LilaConnect.
Kind regards,
Customer Support Team 💜
When I contacted tehm because I couldn't access the internet.
When I contacted tehm because i couldn't access the internet after connection, i got through to a real person quickly. she identified i used the wrong password and was patient helping me to note the correct password.
13 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Mrs Cameron,
Thank you for the lovely feedback!
We’re really pleased you were able to get through to someone quickly and that our team could patiently help resolve the issue.
Sometimes it’s the small things, and we’re glad everything was sorted so you could get back online.
Kind regards,
Customer Support Team 💜
Been the best we have had
12 April 2026
Reply from LilaConnect UK
Hi Corrine and Alan,
Thank you for the wonderful feedback—we’re so pleased to hear it’s been the best you've ever had.
Kind regards,
Customer Support Team 💜
Just goes to show it's not them it's my…
Just goes to show it's not them it's my equipment great help and explanation from Kayur Patel many thanks
14 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Leo,
Thank you for the great feedback!
We’re really pleased Kayur was able to help explain things clearly and identify the issue. It’s always good when we can get everything working as it should.
Thanks again for taking the time to share your experience.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Mr Turner,
Thank you for the great feedback! We’re really pleased to hear Ramesh and Sami delivered such a fab service. I’ll be sure to pass your thanks on to them.
Kind regards,
Customer Support Team 💜
Kaia went out of her way to help me
Kaia went out of her way to help me with a recurring problem
13 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Gerhard,
Thank you so much for your review! ⭐
We’re really pleased to hear Kaia went out of her way to help you resolve the issue — we’ll be sure to pass on your kind feedback to her.
Kind regards,
Customer Support Team 💜
Going above and beyond
Going above and beyond
Moving the box to our living room for better signal.this was nikki and keith
Thank you
Calum
2 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Calum,
Thanks so much for the 5‑star review! ⭐
We’re really pleased to hear Nikki and Keith went above and beyond to improve your signal by moving the box — we’ll be sure to pass on your thanks to them.
Kind regards,
Customer Support Team 💜
I had Lila broadband fitted end of Jan…
I had Lila broadband fitted end of Jan 2026,I'm still sitting here 10 April watching my green flashing light on the Router with no broadband.When I do ring I wait an hour on the phone to speak to a very polite person who gives me loads of technical jargon and I leave thinking that's it I've got somewhere.The next day or couple of days I'm doing the same thing, speaking eventually toa nice person but getting nowhere. The connection they provide is not powerfull enough for Stoke on tren brick buildings ,you will need an eternet cable to every device,including you mobiles from my experience.
10 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Anthony,
We’re really sorry for the ongoing frustration you’ve experienced since installation and for the repeated disruption to your service.
We understand how unacceptable this is, particularly when you’ve spent significant time contacting us without a lasting resolution.
Please email support@lilaconnect.co.uk if you continue to experience service issues and let our senior technical support team know the best time to contact you. We will review this in detail and work towards a resolution.
Kind regards,
Customer Support Team 💜
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