LilaConnect UK Omdömen 

I was coming to the end of my contract with my broadband provider and was looking to get a better deal. I knew that Lila Connect were providing fibre optic broadband in my area.

I called them to discuss packages and options. Sophie was very friendly and did a fantastic job of explaining the various packages that were available. She was extremely helpful and patient whilst I was weighing up what would suit me best.

Everything was very efficient. The package selected was confirmed by email and the engineer arrived on the date and time scheduled to install my new router.

All in all I received and excellent service and would highly recommend

To give Lila their due, their broadband is very well priced, the best offer I found on the table and the connection itself is stable and fast. However, support is poor - difficult to get hold of by phone, slow to respond to tickets and provides inaccurate information.
I switched to Lila from my previous provider using the one touch switch service. It took several touches.
After placing the order, I chased up for an installation window. 3 days later they confirmed no engineer was required. I then had to query when the router was due, to find one hadn't even been posted. On switchover day, luckily someone was home when the engineer that wasn't required turned up at the house. After this farce, I then found out the confirmation hadn't been sent to my previous provider to terminate the service, requiring yet another ticket. The service itself seems to work fine, but it's been much harder work than I'd like. Since then a ticket requesting router configuration details took 12 days to get a response which didn't even answer the question raised.

My call handler Sophie was very polite and ensured my issues were resolved promptly.
Credit to the company its refreshing to speak to someone so polite, knowledgeable and helpful.

EE cut my broadband abrotly,so Leila brought the date forward which was very helpful.so thanks for that.before the contract was up unfortunately we wer were lousy to ee for a decade & this how they payed back the loyalty.not happy with them at all.

Had an issue with a recently upgraded line but after a quick 5 minute chat to a member if the technical issue staff it was fixed. Couldn’t praise them highly enough.

Internet speed issue quickly dealt with by Kayur from 2nd line team, very helpful and useful advise given.

Rang to update my contract & speak about adding an extender - spoke to Sophie she was really informative & helpful & recommended the WiFi extender for the dead spot & renewed my contract- I am awaiting for the equipment to arrive but I am sure it’ll be better than ever

I was impressed with how LilaConnect handled my enquiry . Their representative made me feel I was the most important customer they had had and put me at ease immediately answering all my questions fully and providing information I hadn't thought to ask. I am grateful that it was Sophie Austin who answered my call; she certainly put LilaConnect in an excellent light giving me the confidence to know I was doing the correct thing in choosing them for my Broadband provider.

It was good front the start with a Sales Advisor, Sophie Austin. She was very knowledgeable with the product and polite.
The two engineers who connected Lila broadband did an excellent work, very tidy.

The agent dealing with the issue was excellent

Ok folks Katie Sawyer a very enjoyable and very helpful person a few weeks ago I had a problem and I contacted Lila and went through this young lady I’m also sure she is the one to speak to about upgrading.
I started of talking about upgrading with Katie’s help but it turned out that I needed some technical assistance and she sorted it out organised the contact with the technical department now with this company having staff like Katie and customer service why go to another company people if you can get Lila get intouch with Katie and she will sort out all your needs I’m sure I can and will recommend Lila Connect but I will also say if they give me problems up to now they’ve all been 110%

Excellent service and have been able to arrange a 4 year fixed price contract.
Very many thanks to Sophie who was highly professional and explained all of the various options available to me.
Thanks you are a star and a great ambassador for Lila.

The switch went with no problems.Sales and instulation a real team.

Moved over to Lila connect for my new broadband, after being a customer to another provider for a long period of time. Sophie Austin was the representative for Lila connect, and I cannot fault her at all! She made the process and tradition seamless and stress free. Very professional and answered all my questions quickly and efficiently. Helped me out on my queries after the install and honestly can not fault her! Excellent at her! Thankyou!

Would 100% recommend!

Misleading information regarding take over and i loose around 80 pounds because of switching

Friendly and excellent speeds!
The installation process took some time, as they were being careful in and around my house; the team were lovely and did a good job, and cleaned up thoroughly afterwards. The upload and download speeds are as promised. We're really happy with it.

As stated repeatedlyn this time been ignored after Tony from sales calling n same thing happening

Billing access and seeing contract denied to me

It goes to change password when not asked to.
Put in email
Create new password.
Get both green tics so password correct

Press verification code n it loops straight back to empty email n password

I’ve done it until I fed up.
Box is now switched off in case of system being hacked

Requested u print off contract

No RESPONSE which technically is breach of contract.

If I venom seen it got no access to it I’ve NOT read it n thus NOT SIGNED and accepted the rules of contract

U must of done this without my Authenticity

I want it sorted and now. Or will contract Trading standards. As clearly something isn’t correct about Lila now. ?

I’ve not even sent contract by email. ?? Knowing the problems I’m having.

So far a great experience, I was with Vodafone for the last two years and had become used to slow broadband and constant buffering but since the switch internet speeds are through the roof and no more buffering while watching Netflix. Switching and the day of install went very smoothly. Thank you Lila for a great experience so far.

I recently moved from Virgin Media to Lila expecting a faster, more reliable service, but unfortunately I'm already really disappointed.

I reported an ongoing connection problem via a support ticket at around 11am on Thursday. The broadband keeps becoming unresponsive throughout the day. As someone who works from home, having an internet connection that repeatedly becomes unstable is making it incredibly difficult to work reliably.

I've now run continuous connection monitoring which shows significant latency spikes, with ping jumping from around 20–25 ms to as high as 284 ms and the connection being rated as having “Bad” stability. When the connection is working, the headline speed isn't the problem. The issue is the repeated instability and latency spikes, which make a supposedly very fast connection unreliable in everyday use.

What's made the situation considerably more frustrating is the lack of support. I raised the support ticket at around 11am on Thursday and have still had no response. I've also tried calling multiple times, spending a considerable amount of time on hold only for the calls to eventually cut off.

It's now the weekend and Lila are closed, so I'm left with an unreliable connection until at least Monday with seemingly no way of getting help.

Having only recently switched from Virgin specifically because I was expecting a better service, this has been a really disappointing start.

I've tried to resolve this directly before leaving a review, but with no response to my support ticket and repeated calls going unanswered or eventually cutting off, I'm not sure what else I'm supposed to do.

Great service and quick fitting