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
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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The router could only be put in one place, in our least used room. The router is poor at reaching around the house even though we bought their recommended extender. Connection is very ropey at the end... Se mer
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I've had issues with my broadband for a while. Kayur from the senior 2nd Line team called today and was very professional and friendly as he walked me through several steps to try and get it fixed up.... Se mer
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.
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
Omdöme utan inbjudan
Svar från 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
Omdöme utan inbjudan
Svar från 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
Svar från 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
Svar från 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
Omdöme utan inbjudan
Svar från 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
Omdöme utan inbjudan
Svar från 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
Omdöme utan inbjudan
Svar från 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 💜
Not the best start!
In two weeks I’ve been with Lila, I’ve had two days where there has been no Internet connection at all. I work from home and rely on receiving the service I pay for!
I raised a ticket on the last occasion but the connection was resolved by the time anyone came back to me
8 september 2026
Svar från LilaConnect UK
Hi Rebecca,
Thank you for taking the time to share your feedback.
We're sorry to hear that you've experienced two service maintenance interruptions within your first few weeks with us. We understand how disruptive this can be, especially when you work from home and rely on a stable internet connection.
While we're pleased the service had been restored by the time we responded to your support request, we appreciate that this doesn't make the disruption any less frustrating. Your feedback is important to us, and we'll use it to review both service reliability and our response processes.
Thank you for bringing this to our attention.
Kind regards,
Customer Support Team 💜
Very efficient service and polite…excellent service
Very efficient service and polite friendly staff.
26 augusti 2026
Svar från LilaConnect UK
Hi Mrs Wright,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that you found our service efficient and our team polite and friendly. It's wonderful to receive your feedback.
Thank you for choosing LilaConnect.
Kind regards,
Customer Support Team 💜
I booked Lila in to setup a line at my…
I booked Lila in to setup a line at my property and after 3 days with no engineer, they said they could not guarantee attendance because they use a 3rd party. I understood and asked to cancel the engineer and cancel the request for service. I never received equipment or had a line installed, yet I still got charged. I called up and they confirmed a misunderstanding and said it was sorted. Then I get a direct debit confirmation which I cancelled thinking it was in error. Called and they hung up after 45minutes of waiting to get through. Got a missed payment email so I'm in arrears now. Emailed back and they said the finance team will get back to me, so still waiting for that.
Can't comment on the service but the organisation seems a bit chaotic and everytime I called I had to wait over 40minutes (when calling about setup and chasing also). No great really.
8 september 2026
Svar från LilaConnect UK
Hi Manjit,
Thank you for sharing your feedback.
I'm very sorry to hear about your experience and understand how frustrating this situation must have been. We apologise for the confusion surrounding your order cancellation, the subsequent billing concerns, and the difficulties you encountered when trying to contact us.
Thank you for taking the time to speak with us today about your joining experience and the communications you received. Your feedback is invaluable and provides us with an opportunity to review and improve the experience we deliver to new customers.
Kind regards,
Customer Support Team 💜
Hands down the best home broadband provider I’ve ever used!
I couldn't be happier with LilaConnect. The entire process from setup to daily use has been completely seamless.
The engineers who handled the installation were absolute professionals—extremely respectful of my property, clean, and efficient.
Since going live, the internet performance has been flawless rock-solid stability and lighting fast speeds. On top of that, their customer service team has been fantastic to deal with.
If you're thinking about switching, do it. I'd recommend LilaConnect without hesitation; they are easily the best broadband company I've ever been with!
28 augusti 2026
Svar från LilaConnect UK
Hi Christopher,
Thank you so much for taking the time to share your brilliant experience!
We’re delighted to hear the entire journey with LilaConnect, from installation through to daily use, has been so positive. 😊
It’s fantastic to know our installation team worked professionally and respectfully, and that you’re enjoying the speed, reliability, and service we strive to deliver. Your recommendation means a great deal to us.
Thank you for choosing LilaConnect – we’re thrilled to hear it’s the best broadband service you’ve experienced. 💜
Kind regards,
Customer Support Team 💜
Kayur was friendly and very helpful in…
Kayur was friendly and very helpful in resolving an issue with my IPv4 lease.
8 september 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Ethan,
Thank you for taking the time to share your feedback!
We’re delighted to hear Kayur was friendly and helpful in resolving the issue with your IPv4 lease. 😊
It’s great to know you received the support you needed, and we’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
The staff who assisted me were a credit…
The staff who assisted me were a credit to your company. I met a team member named Kayur who listened to my problems then went to the office to arrange a telephone call to me later in the day. This call was made and Katie explained everything to me in clear terms and helped me to choose the most appropriate plan for my needs.Great customer service!
9 september 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Mr Beech,
Thank you for taking the time to share your feedback!
We’re delighted to hear Kayur and Katie provided such great customer service. It’s wonderful to know they took the time to listen, explain everything clearly, and help you choose the right plan for your needs. 😊
We’ll be sure to pass on your kind words to both Kayur and Katie.
Kind regards,
Customer Support Team 💜
Russ was brilliant got me back up and…
Russ was brilliant got me back up and running in no time excellent service fast and very professional 10/10 thank you Russ
9 september 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Tessa,
Thank you for taking the time to share your positive feedback!
We’re delighted to hear Russ was able to get you back up and running in no time and provide such fast, professional support. 😊
We’ll be sure to pass on your kind words and 10/10 rating to Russ – he’ll be delighted to hear them.
Kind regards,
Customer Support Team 💜
Rang them up
Rang them up, cleared up a few bits I didn't understand. Spoke to a knowledgeable person with great customer service (Katie Sawyer), I do recommend.
Many thanks
8 september 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi,
Thank you for taking the time to share your feedback! We’re delighted to hear Katie was able to answer your questions and provide such knowledgeable and friendly support. 😊
It’s great to know she helped make everything clear and straightforward for you. We really appreciate the recommendation and will be sure to pass on your kind words to Katie.
Kind regards,
Customer Support Team 💜
Honestly one of the worst companies…
Honestly one of the worst companies I've been with, I'm on 1gig fibre but does not feel like it, my son keeps complaining connection issues from his bedroom but seemed fine with previous provider which was Virgin media. Customer support is not brilliant from my experience but surprisingly the sales person was very good!!
Cannot wait for the contract to finish.
7 september 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Kamran,
Thank you for sharing your feedback.
We’re sorry to hear about the issues you've experienced with your service and understand your frustration.
As we have not received your account details following our request for further information, we’ve been unable to investigate your concerns fully.
Please raise a support request via your client portal so our technical support team can review your account and investigate the issues you've described.
We would like to opportunity to resolve this for you.
Kind regards,
Customer Support Team 💜
Fantastic service from Lila Connect
Fantastic service from Lila Connect and their support team! A special shout-out to Kayur, who went above and beyond to help me with my WiFi setup queries. He was incredibly helpful, patient, and professional throughout. Kayur is a real credit to the team and a fantastic example of great customer service. Highly recommend Lila Connect!
4 september 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Stoz,
Thank you for taking the time to share your fantastic feedback!
We’re delighted to hear Kayur provided such helpful, patient, and professional support with your WiFi setup. 😊
It’s great to know he went above and beyond to help, and we’ll be sure to pass on your kind words to him. Thank you for your recommendation and for choosing LilaConnect. 💜
Kind regards,
Customer Support Team 💜
Nikki & Keith came and fitted our new…
Nikki & Keith came and fitted our new internet today and they were brilliant! Lovely pair very informative and super friendly 100% recommend them
7 september 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Chloe,
Thank you for taking the time to share your feedback! 😊 We’re delighted to hear Nikki and Keith provided such a brilliant installation experience. It’s great to know they were friendly, informative, and made such a positive impression.
We really appreciate the recommendation and will be sure to pass on your kind words to both of them. 💜
Kind regards,
Customer Support Team 💜
Great service
28 augusti 2026
Svar från LilaConnect UK
Hi
Thank you for your feedback!
We’re delighted to hear you’ve received great service. 😊
Kind regards,
Customer Support Team 💜
Beautiful
Raising enquiry, getting direction, a callback to check understanding on both sides, thorough explanation, changes made at home and lightning fast broadband. Exceptional support, clear and concise in a way I could understand. Thanks Russ
4 september 2026
Omdöme utan inbjudan
Svar från LilaConnect UK
Hi Barrie,
Thank you for taking the time to share your feedback!
We’re delighted to hear Russ provided such exceptional support, from the initial enquiry through to getting everything up and running. 😊
It’s great to know he took the time to explain everything clearly and ensure you were comfortable with the changes made at home. We’ll be sure to pass on your kind words to Russ.
Kind regards,
Customer Support Team 💜
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