The installers were polite and efficient. However we were left without being connected . Phoned helpline 3 times without being connected .At one point they even blamed our TV Eventually the eng... Leggi di più
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Ever since joining Lila I have had nothing but excellent service. The broadband is fast, stable, reliable as is there after care. Shout out to Sophie on the customer care team who has been outstan... Leggi di più
No problem switch over ,the lady that dealt with it named Tracey. Got a great package deal,she dealt with it all .On connection day went fantastic, installation no problem. Can't thank Tracey enough,... Leggi di più
The guys that came to my home were very kind and very respectful. They were simply adorable and I really appreciated them. The work they did to improve my broadband and give me a new router and box on... Leggi di più
Dettagli dell'azienda
Scritti dall'azienda
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
Informazioni di contatto
4,5
Eccellente
3K recensioni
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Lila Connect broadband
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!
23 luglio 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Rich,
Thank you for taking the time to share your experience!
We’re delighted to hear Sophie made your switch to LilaConnect seamless and stress‑free. It’s great to know she was able to answer your questions quickly, support you throughout the process, and continue to help after your installation.
We’ll be sure to pass on your fantastic feedback to Sophie – she’ll be delighted to hear it. Thank you for the recommendation!
Kind regards,
Customer Support Team 💜
Misleading information regarding take…
Misleading information regarding take over and i loose around 80 pounds because of switching
2 agosto 2026
Risposta di LilaConnect UK
Hi Rony,
Thank you for sharing your feedback.
We’re sorry to hear you were left feeling this way following your switch to LilaConnect.
We have reviewed your account and taken the appropriate actions on your account and sent you a confirmation email.
Kind regards,
Customer Support Team 💜
Friendly and excellent speeds
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.
30 luglio 2026
Risposta di LilaConnect UK
Hi Brigid,
Thank you for taking the time to share your feedback! We’re delighted to hear you’re enjoying the speeds and that the installation team took such care while working in your home. It’s great to know everything was left clean and tidy and that the service is delivering exactly what you expected.
Thank you for choosing LilaConnect – we’re thrilled you’re so happy with the service.
Kind regards,
Customer Support Team 💜
Poor service no proper assistance
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.
4 luglio 2026
Risposta di LilaConnect UK
Hi,
Thank you for sharing your feedback.
We're sorry to hear about the difficulties you've experienced accessing your account information and obtaining a copy of your contract. We understand how frustrating this has been and appreciate the time you've taken to raise these concerns with us.
Thank you for reporting these issues to us via email to allow us to address this quickly and implement improvements.
Kind regards,
Customer Support Team 💜
So far a great experience
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.
31 luglio 2026
Risposta di LilaConnect UK
Hi Jon,
Thank you for taking the time to share your experience!
Our team is delighted to hear your switch to LilaConnect has been such a positive one and that you’re enjoying the improved speeds and reliability. It’s great to know the installation and changeover went smoothly too.
Thank you for choosing LilaConnect, and we hope you continue to enjoy the service.
Kind regards,
Customer Support Team 💜
Disappointing service and impossible to get support
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.
6 agosto 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Tom,
Thank you for sharing your feedback.
We’re very sorry to hear about the instability you experienced following your switch to LilaConnect, and we understand how disruptive this must have been when working from home. We also apologise for the delays in responding to your support request and the difficulty you experienced trying to reach us by phone, we are looking into further.
Thank you for raising sharing your contact details to confirm you have an open support request with our team, and we look forward to resolving this for you as quickly as possible.
Kind regards,
Customer Support Team 💜
Risposta di LilaConnect UK
Hi,
Thank you for taking the time to share your feedback! We’re really pleased to hear you received great service and that your installation was completed efficiently.
Kind regards,
Customer Support Team 💜
All works well
All works well, Luke was a lovely guy explaining everything. Will recommend!
7 agosto 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi,
Thank you for taking the time to share your feedback!
We’re really pleased to hear everything is working well and that Luke took the time to explain everything clearly. It’s great to know you had such a positive experience, and we really appreciate the recommendation.
Kind regards,
Customer Support Team 💜
These guys are great !
These guys are great !! Very efficient, polite, helpful and solve the issues no problems.. fantastic company
6 agosto 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Lisa,
Thank you for taking the time to share your feedback!
We’re delighted to hear you found our team efficient, polite, and helpful, and that they were able to resolve your issues without any hassle.
Thank you for your kind words about LilaConnect – they mean a lot to our team.
Kind regards,
Customer Support Team 💜
No Internet and No Help can be found
Having been a customer for a few years years, I expected a reasonable standard of service. Unfortunately, my internet connection has now been entirely non-functional for 24 hours, during which LilaConnect has offered precisely zero communication.
My ticket submitted to support remains entirely unacknowledged, and 3 calls to their helpline, each one lasting 1 hour before disconnecting, went unanswered. A profoundly frustrating experience, and I would suggest looking elsewhere for your broadband.
5 agosto 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Maria,
Thank you for sharing your feedback.
We’re very sorry to hear about the loss of service and the difficulty you experienced trying to reach us. We understand how frustrating this must have been, particularly as a long‑standing customer.
We apologise for the unplanned network outage in your area. Our network engineers have been mobilised and are working to restore service as quickly as possible.
Kind regards,
Customer Support Team 💜
Great workman,adam,cavary and luke.
Great workman,adam,cavary and luke.
Diligent,pleasant repairing someone elses error.customer services needs very much improving,no answer after 45min call.
Luckly was able to flag down passing workmen working in the area,as i may have been waiting for days.
The men 5star
Customer services 0stars.
5 agosto 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Frederick,
Thank you for taking the time to share your feedback.
We’re delighted to hear Adam, Cavan and Luke provided such diligent and professional service and were able to resolve the issue for you. We’ll be sure to pass on your kind words to them.
We’re sorry to hear about your experience when trying to contact our Customer Support Team via telephone and appreciate your comments regarding call wait times. Your feedback is valuable and will be reviewed as we continue to improve our customer experience.
Kind regards,
Customer Support Team 💜
Outstanding service
Adam, Luke and Cavin came to sort out a spot of bother we had, and they did a Stirling job. Up in no time.
5 agosto 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Henry,
Thank you for taking the time to share your feedback!
We’re really pleased to hear Adam, Luke and Cavan were able to get everything sorted quickly and make the whole process hassle‑free. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Risposta di LilaConnect UK
Hi Gabriel,
Thank you for taking the time to share your feedback! We’re delighted to hear the installation process was quick, smooth, and hassle‑free.
Thank you for choosing LilaConnect.
Kind regards,
Customer Support Team 💜
My review is entirely based on the tach support professional Kayur
My review is entirely based on the level of service Kayur gave me today ! As a company I would not recommend Lila to anyone - the customer service is like customer prevention unless you enjoy being on hold to speak to them for hours and I mean hours ! - 3 hours and no one … today however Kayur not only resolved my problem remotely, spoke in such a clear and informative way and helped not only fix my issue but helped me understand things - he truly has kept my business with Lila and should be massively awarded for not only his tech support but for the amazing customer service he gave something I haven’t found anywhere else in their business for the 5 days I’ve been (or trying) to be in contact with them. Great Tech, customer service and customer retention - thank you so much !
3 agosto 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Julia,
Thank you for sharing your feedback. We’re sorry to hear about the difficulty you had getting through to us and appreciate how frustrating that must have been.
We’re delighted to hear Kayur was able to resolve the issue and provide the level of support you deserved. We’ll be sure to pass on your kind words and recognition to him.
Kind regards,
Customer Support Team 💜
Had great service today with a small
Had great service today with a small
Issue I had. Many thanks to both
Saffron and Russ 5* service👍😁
Happy Lila customer
3 agosto 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Adrian,
Thank you for taking the time to share your feedback!
We’re delighted to hear Saffron and Russ provided such great support and were able to resolve the issue for you. It’s wonderful to know you had a 5⭐ experience and remain a happy LilaConnect customer. 😊
Kind regards,
Customer Support Team 💜
intermittent service
since upgrading my fibre speeds in april (now in august) im constantly getting intemittent speeds. one minute its good next the modem flashes and all is back to the same on/off constantly. i have had multiple phone calls (they need more staff on phones)almost everytime having to wait 40 minutes on average for them to answer. so far i have asked for an engineer to come check my line and i was told "it was a fault their end" so no engineer, i have asked for a new modem and never a time i was i offered one, i have been with lila connect for over 3 years without any problems till now. and ofcorse not one time did they offer me any compensation (they avoid that topic). i'm about to go take my chances with another company
1 aprile 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Lee,
Thank you for sharing your feedback. We’re sorry to hear about the intermittent service issues and the difficulty you’ve experienced when trying to contact us. We understand how frustrating this must be, particularly after being a customer for several years.
Thank you for allowing us the opportunity to address your concerns.
Kind regards,
Customer Support Team 💜
Kayur was brilliant
Kayur was brilliant, knowledgeable, thorough, patient. Took the time to answer all questions, just an amazing customer service!
31 luglio 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi,
Thank you for taking the time to share your feedback!
We’re delighted to hear Kayur provided such knowledgeable, thorough, and patient support. It’s great to know he took the time to answer all your questions and delivered such an outstanding experience.
We’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Speed and Stability issues reported
Knowledgeable support and quick response to speed and stability issues raised.
Equipment and network connections tested. Issue resolved and booster installed.
31 luglio 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi,
Thank you for taking the time to share your feedback! We’re pleased to hear our team responded quickly to the speed and stability issues you raised and were able to get everything resolved for you.
It’s great to know the testing, troubleshooting, and booster installation helped improve your service.
Kind regards,
Customer Support Team 💜
Switched over to Lila
Switched over to Lila, Matthew was extremely helpful sorting everything out very quickly and easily, very professional service, highly recommend.
31 luglio 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Matt,
Thank you for taking the time to share your feedback!
We’re delighted to hear Matthew made the switch to LilaConnect quick and easy, and that you received such professional support throughout. We really appreciate the recommendation and are pleased you've had such a positive experience.
Kind regards,
Customer Support Team 💜
Helpful customer service from Senior 2nd Line team.
Our Senior 2nd Line team support contact Kayur was very accommodating. Whilst being whilst away from home set up on initial contact, a more suitable time was arranged to liaise to troubleshoot our issue. Once the support call was underway he was very patient and explained things fully in layman's terms (rather than over my head technical blurb!) and after installing updates and carrying various tests, we got the assurance that everything is now working as it should. Very happy with this service.
29 luglio 2026
Non scritta su invito
Risposta di LilaConnect UK
Hi Alison,
Thank you for taking the time to share your feedback!
We’re delighted to hear Kayur was able to accommodate your availability, explain everything clearly, and help resolve the issue without overwhelming you with technical jargon.
It’s great to know you felt well supported throughout and that everything is now working as it should. We’ll be sure to pass on your kind words to Kayur.
Kind regards,
Customer Support Team 💜
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