Having Lila broadband fitted It was a total pleasure from the moment Luke came to the door. Professional and friendly, explained everything they were going to do to install my fiber broadband T... Se mer
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Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Spoke to a girl called Katie Sawyer, very helpful from start to finish in getting me set up with Lila. Very polite, friendly and professional. Would highly recommend.
Had Martins and Marcus out for a repair. The best ISP engineers I have come across. Polite, helpful and informative as before. They are a credit to Lila and I highly recommend their service.
I always knew Lila would be a great provider after their caring manner throughout installing fibre outside my house. So, I decided to switch from Talk-Talk to get a cheaper and better connect... Se mer
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Företagsinformation
Skrivet av företaget
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
Kontaktuppgifter
4,5
Utmärkt
3 tn omdömen
Ber kunder att lämna omdömen
Detta företag bjuder in sina kunder att lämna omdömen – oavsett om de är positiva eller negativa
Har besvarat 98 % av sina negativa omdömen
Svarar vanligtvis inom 1 vecka
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
These folks are impossible to reach
These folks are impossible to reach. I have called multiple times and they are not responsive.
27 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Katherine,
Thank you for sharing your feedback.
We’re sincerely sorry to hear you experienced difficulty reaching us by phone and understand how frustrating that can be when you need a prompt response. We’re also sorry that we were not given the opportunity to investigate the technical issue with you before your decision to leave.
We can see that your request has now been completed as requested, and we wish you all the best for the future.
Kind regards,
Customer Support Team 💜
Some nice chap from Lila named Kayur…
Some nice chap from Lila named Kayur sorted out my problem top man really polite would highly recommend this chap 👍👍👍👍
27 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Anthony,
Thank you for taking the time to share your feedback!
We’re delighted to hear Kayur was able to get your issue sorted and provide such polite and helpful support. Comments like yours mean a lot to our team, and we’ll be sure to pass on your kind words to him. 👍
Kind regards,
Customer Support Team 💜
At the moment
At the moment, there are no issues with the internet connection, though I know from experience that any internet network tends to work perfectly at the start; I hope this doesn't change and that everything continues to run smoothly throughout the entire contract.
17 juli 2026
Svar från LilaConnect UK
Hi Katarzyna,
Thank you for taking the time to share your feedback.
We’re pleased to hear everything is running smoothly so far and that you’ve had a positive experience with the service.
We appreciate your trust in LilaConnect and hope to continue delivering the reliable service you expect throughout your time with us.
Kind regards,
Customer Support Team 💜
After raising a few tickets and several…
After raising a few tickets and several phone calls, Kayur at Lila was excellent. He identified the problem really quickly and resolved it while I was on the phone. I was very impressed.
However, I was 3rd in the phone queue snd it took over 45 mins for my call to be answered, it will be helpful if the company were to review this issue as it is the only thing that is letting the company down and reducing my score by one star.
Receiving excellent assistance from Kayur today was a great relief and he is excellent at his job and at customer services.
25 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi,
Thank you for taking the time to share your feedback. We’re sorry to hear about the delays you experienced when trying to reach us and appreciate your comments regarding our call wait times.
We’re delighted to hear Kayur was able to quickly identify and resolve the issue for you and provide the level of service you expected. We’ll be sure to pass on your kind words and recognition to him.
Kind regards,
Customer Support Team 💜
Svar från LilaConnect UK
Hi Michelle,
Thank you for taking the time to share your feedback!
We’re really pleased to hear our team were pleasant, professional, and took care to leave everything clean and tidy after the work was completed.
Kind regards,
Customer Support Team 💜
The team were very quick and well…
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
14 juli 2026
Svar från LilaConnect UK
Hi Maureen,
Thank you for taking the time to share your feedback!
We’re delighted to hear the team made such a positive difference and that you’re already enjoying faster WiFi and an improved TV experience.
It’s great to know you’re happy with the connection, and we’re thrilled you made the switch to LilaConnect.
Kind regards,
Customer Support Team 💜
Incomplete upgrade but 2nd line support shows professionalism in approach.
I took advantage of an offer to upgrade my service from 500Mps to 1Gb on June 16th 2026 and despite email notifications that the upgrade had completed the available speed was still on or around the original 500Mps.
The issue was escalated to senior support and today I have been contacted by Lila technician kayur who was patient and took time to review the set up and understand the issue.
Kayur is confident he now knows what the issue is and is confident this should be resolved within 24 hours.
I am writing this review prior to complete resolution of the issue but wanted to put on record my satisfaction with Kayurs professionalism to date.
23 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Les,
Thank you for taking the time to share your feedback. We’re sorry there were delays following your upgrade and appreciate your patience while the issue was investigated.
We’re delighted to hear Kayur was able to review the setup thoroughly and provide the professional support you expected. We’ll be sure to pass on your kind words to him and hope the issue is now fully resolved.
Kind regards,
Customer Support Team 💜
The two guys that did it Martins and…
The two guys that did it Martins and Marcus they were really efficient and explained everything to me really clearly they did a great job all positive thank you again!
22 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Haleemah,
Thank you for taking the time to share your feedback!
We’re really pleased to hear Martins and Marcus were efficient, explained everything clearly, and made the whole experience a positive one for you. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Excellent and quick installation from…
Excellent and quick installation from Marcus and Martins.
21 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Richard,
Thank you for your feedback! We’re really pleased to hear Marcus and Martins delivered an excellent and efficient installation. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Svar från LilaConnect UK
Hi Jody,
Thank you for sharing your feedback.
We're sorry to hear that you were unhappy with the support you received. Providing friendly, professional support is something we take very seriously, so we're disappointed to learn that your experience.
Your feedback has been noted and will be reviewed with the relevant team. Thank you for bringing this to our attention.
Kind regards,
Customer Support Team 💜
It should have been 5
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 cleaned up after they finished. Very good service
11 juli 2026
Svar från LilaConnect UK
Hi Gillian,
Thank you for taking the time to update your review and for clarifying the 5 star rating!
We’re delighted to hear you had such a positive experience and that our engineers were helpful, informative, and took the time to explain everything they were doing.
It’s great to know the installation went smoothly and that everything was left clean and tidy afterwards. Thank you for choosing LilaConnect.
Kind regards,
Customer Support Team 💜
Marcus and Keith brilliant service
Marcus and Keith brilliant service
19 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Jack,
Thank you for your great feedback!
We’re really pleased to hear Marcus and Keith provided such brilliant service and made a positive impression. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Marcus and keith did a fantastic job.
Marcus and keith did a fantastic job.
19 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Copilot said:
Hi Mark,
Thank you for your feedback! We’re really pleased to hear Marcus and Keith did a fantastic job. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
1Gbps package capped at 250Mbps and support keeps making empty promises
Update (23 July 2026): They replied that the manager has discussed with you, its a complete Lie they just said. I have all the call records where i am the only one calling them more than 8 times and each hold time lasts 30 minutes to 1 hour. Count the time i have wasted calling them.
My has not been provisioned to 1Gbps and still capped at 250Mbps. They dont reply to emails, they arent entertaining me anymore.
I ordered LilaConnect’s 1Gbps broadband on 3 July. The service did not become usable until 10 July despite having equipments already installed by previous lilaconnect owners. I sent the device serial etc all and they just had to provision the correct profile and account on that line but couldn’t do even after multiple emails, long phone queues and repeated calls.
Once it finally started working, I found that the speed was capped at around 250Mbps, including through a Cat6 Ethernet connection. Their own agent confirmed that the cap was on their side and promised the 1Gbps profile would be applied within 24–48 hours.
Five days later, it was still capped at 250Mbps.
I called again and was told the new profile would be applied within 15 minutes and that I would receive written confirmation of both the speed fix and one month free due to the delay. Neither happened. The speed is still the same and no email arrived. And again 3 days passed…
Their phone support repeatedly puts customers on long holds, calls disconnect, and agents promise escalation or updates without following through. Emails are often ignored unless I call and ask someone to check them.
I am paying for 1Gbps but receiving approximately one quarter of that speed. I want the correct profile applied and written confirmation of the promised billing credit. Verbal apologies and promises are no longer enough.
Update: I will update this review if LilaConnect actually fixes the speed and confirms the billing credit in writing.
3 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Utaib,
Thank you for sharing your feedback. We’re very sorry for the delays you experienced getting your service activated, the ongoing speed issues, and the lack of follow-up you received. We understand how frustrating this has been, particularly when expectations and timescales have not been met.
One of our managers has discussed these concerns with you directly and reviewed your account. We remain committed to resolving the outstanding issues and ensuring you receive the service you signed up for.
Kind regards,
Customer Support Team 💜
Not a great response at first but Russ from tech saved the day
We had been without our TV apps for over a week. Kept calling/placing a ticket and very little response so was not impressed at all. However, finally got a response from Russ on the tech team and he was brilliant. Really friendly and determined to resolve. Massive shout out to his for his knowledge and for fixing it!
17 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Emma,
Thank you for taking the time to share your feedback. We’re sorry to hear about the delays you experienced in getting support and understand how frustrating that must have been.
We’re delighted to hear that Russ was able to step in, resolve the issue. We’ll be sure to pass on your kind words and recognition to him.
Kind regards,
Customer Support Team 💜
Many thanks to Luke for today's upgrade…
Many thanks to Luke for today's upgrade install. Very professional, polite engineer, can't thank him and the customer service team at Lila enough.
17 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Dave,
Thank you for taking the time to share your feedback!
We’re really pleased to hear Luke provided such a professional and positive experience during your upgrade installation. It’s great to know both Luke and our Support Team were able to help.
We’ll be sure to pass on your kind words to Luke.
Kind regards,
Customer Support Team 💜
Recently had my connection upgrade from…
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.
Having done some diagnosis my side to rule out any internal issues, I reached out to Lila for support.
Kayur responded to my ticket and was quick to ascertain the issue was on their side and promptly resolved it.
Really pleased with the level of service and price, and on top of that the quick and helpful support when a ticket is raised.
Many thanks.
15 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Mr White,
Thank you for taking the time to share your experience! We’re really pleased to hear Kayur was able to quickly identify and resolve the issue following your upgrade. It’s great to know you’re happy with both the service and support you received, and that everything is now performing as expected.
We’ll be sure to pass on your kind words to Kayur.
Kind regards,
Customer Support Team 💜
Outstanding customer service and…
Outstanding customer service and response times, special thanks to Lenny (Customer services) and accounts all super polite very pleasant and friendly experience either talking or via email.
Recent fibre broadband customer, excellent product, installation team relocated router to a much better position than my previous set up perfect 🙂 Many thanks to all
16 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Conrad,
Thank you so much for your fantastic feedback!
We’re delighted to hear you’ve had such a positive experience with both our service and support teams. It’s great to know Lenny made such a positive impression.
We’re especially pleased that your fibre installation went smoothly and that the router relocation has improved your setup. We’ll be sure to pass on your kind words to everyone involved.
Kind regards,
Customer Support Team 💜
Luke and Darren called me earlier than…
Luke and Darren called me earlier than my appointment time which I was grateful for. Within 15 they were here replacing my old router, they were fast, easy to speak to and left everything tidy. Thankyou both
16 juli 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Thomas,
Thank you for taking the time to share your feedback!
We’re really pleased to hear Luke and Darren provided such a prompt and professional service. It’s great to know they kept you informed, got everything up and running quickly, and left everything tidy. We’ll be sure to pass on your thanks to them.
Kind regards,
Customer Support Team 💜
Absolutely does everything I want!!
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 what I need!!!If I can point anyone in your direction I would gladly do so knowing my recommendation to be honest!
14 juli 2026
Svar från LilaConnect UK
Hi John,
Thank you for your fantastic feedback!
We’re really pleased to hear Antony was so helpful in setting up your plan and that the installation team provided a quick and efficient service. It’s great to know you’re enjoying the speeds and would feel confident recommending us to others.
Kind regards,
Customer Support Team 💜
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