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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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
Company replied
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
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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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Arrived on time was very polite problem…
Arrived on time was very polite problem fixed in 30 minutes and kept us informed what was wrong
Engineer name : Shaun s
28 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you for your great feedback, Lewis!
We’re really pleased to hear Shaun arrived on time, kept you informed throughout, and resolved the issue so quickly. I’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Great service from Nicki and Adam…
Great service from Nicki and Adam today. Fast, polite and friendly
28 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you for your great feedback!
We’re really pleased to hear that Nicki and Adam provided fast, polite, and friendly service. I’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Great communication skills and knowledge
Good response time for the fault in our services really friendly chat with the tech guy and sorted it it in less than 3 minutes very impressed with lila customer services A+++++
27 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you so much for your brilliant feedback!
We’re really pleased to hear the fault was resolved so quickly and that you had such a friendly experience with our tech team.
It’s great to know you were back up and running in no time – we’ll be sure to pass this on.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi David,
Thank you for your lovely feedback!
We’re really pleased to hear you found the service amazing.
Kind regards,
Customer Support Team 💜
Kayur from the Senior 2nd Line team is…
Kayur from the Senior 2nd Line team is an absolute asset to the company and team. He has helped non stop with any questions or issues I had been facing and without his support I would have changed ISP.
Thanks Kayur!
13 April 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for your fantastic feedback!
We’re delighted to hear how much support Kayur provided and how positively he impacted your experience. I’ll be sure to pass on your kind words – he truly is a credit to our team. We'll be sure to pass it to him.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Emma,
Thank you for taking time to provide your brilliant feedback!
We’re really pleased to hear you’re happy with both the service and your internet connection.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Thank you for your lovely feedback!
We’re really pleased to hear you found the service outstanding.
Kind regards,
Customer Support Team 💜
grate customer service from Zohaib…
you have a worker called Zohaib absolute legend, friendly, helpful and respectful great customer service from him
23 April 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for your great feedback!
We’re so pleased to hear how positive your experience was with Zohaib – we’ll be sure to pass on your kind words. He’ll really appreciate them.
Kind regards,
Customer Support Team 💜
LilaConnect were once a superb service
LilaConnect were once a superb service, I have been with them years at this point, and while for first couple years their service was excellent, nearly flawless even, the past year has been basically a disaster.
I'm not sure if they're failing to scale up, or they have just got lazy with their service management, but their unscheduled downtimes have become more frequent with longer times to resolve, while costs for the service have increased, and the live speed I get has decreased.
24 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Mark,
Thank you for taking the time to share your feedback.
We’re really sorry to hear that your experience over the past year hasn’t lived up to the high standard you previously received – that’s understandably disappointing. We also apologise for any recent unplanned service disruptions and for not responding to you as promptly as we should have.
Kind regards,
Customer Support Team 💜
Recently changed over to Lila connect…
Recently changed over to Lila connect found the service brilliant should of changed over years ago
15 April 2026
Reply from LilaConnect UK
Hi Mark,
Thank you for your feedback.
We’re really pleased to hear you’re enjoying the service and glad you made the switch.
Welcome to LilaConnect.
Kind regards,
Customer Support Team 💜
Just signed a 2 year contact on…
Just signed a 2 year contact on recommendation, only brrn a short time but happy so far
15 April 2026
Reply from LilaConnect UK
Hi Josephine,
Thank you for your lovely feedback
We’re really pleased to hear you’re happy so far and hope you continue to enjoy your service with us.
Kind regards,
Customer Support Team 💜
Great Service
We had our internet installed today my Martin and Marcus, they were incredibly professional and really helpful talking us through the entire process and our next steps
24 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Daniel,
Thanks so much for the 5‑star review! ⭐
We’re really pleased to hear Martin and Marcus were professional and took the time to talk you through the installation and next steps. We’ll be sure to pass on your lovely feedback to them.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Craig,
Thanks for the 5‑star review! ⭐
We’re delighted to hear everything was lightning quick ⚡
Kind regards,
Customer Support Team 💜
I just wanted to share how impressed I…
I just wanted to share how impressed I am with the service I received from Lila Connect today. From start to finish, the experience was smooth, professional, and genuinely pleasant.
The engineers, Luke and Jakub, arrived on time. Luke was extremely courteous, and clearly knew exactly what he was doing. He took the time to explain the process, answered all my questions patiently, and made sure everything was set up perfectly before leaving. It’s rare to come across such a combination of efficiency and friendliness.
What really stood out was that he went above and beyond by helping me install my doorbell as well. That wasn’t part of the job, and it meant a lot—especially since most people don’t take the time to do those extra little things. It really shows a genuine commitment to customer satisfaction.
The connection itself was completed quickly and without any issues, and everything is working brilliantly. It’s clear that Lila Connect takes pride in both their service and their customer care.
A big thank you to the team for making what could have been a stressful process completely hassle-free. I wouldn’t hesitate to recommend Lila Connect to others!
23 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Saba,
thank you so much for your wonderful 5‑star review! ⭐
We’re absolutely delighted to hear how smooth and positive your experience was. Luke and Jakub will be thrilled to know their professionalism, clear explanations, and extra care really stood out—especially Luke going the extra mile to help with your doorbell. Feedback like this means a great deal to us and truly reflects the pride our teams take in their work.
Kind regards,
Customer Support Team 💜
Great customer service
Great customer service
Excellent WiFi
no lag when playing in the States servers.
Whoever the person was who spoke to me on the phone afew days ago, she needs a raise.
14 April 2026
Reply from LilaConnect UK
Hi Az,
Thanks for your 5-star review.
We’re really pleased to hear you’re enjoying excellent WiFi with no lag—even on US servers. And your feedback about our team member on the phone has absolutely made our day 😊
We’ll be sure to share this with our team!
Kind regards,
Customer Support Team 💜
Very helpful easy to understand and…
Very helpful easy to understand and didn't feel rushed or stupid, very knowledgeable and after running tests and making sure all was sorted my connection was as it should be and I feel like it's all had an MOT lol well done for such good support.
23 April 2026
Unprompted review
Reply from LilaConnect UK
Hi
Thank you for your brilliant 5‑star review! ⭐
We’re really pleased to hear our team made everything easy to understand and took the time to properly check and optimise your connection — we love the “WiFi MOT” comparison! Feedback like this really means a lot to our team.
Kind regards,
Customer Support Team 💜
Lovely installation Guys!
Helpful & friendly from sales right through to the installation & certainly not pushy.
22 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Bradshaw,
Thanks for taking time to share your 5‑star review! ⭐
We’re really pleased to hear you found the experience helpful and friendly from sales through to installation, with no pressure along the way.
We appreciate you choosing LilaConnect!
Kind regards,
Customer Support Team 💜
Poor start- good end
I actually had a pretty torrid time with this company during my onboarding with poor communication generally.
However, what has caused me to leave this review are the engineers who came out to fix my problem. Marcus and Martins. Couple of friendly professional blokes. Came in and sorted the issue and made sure it was fixed before leaving. Id give them both a 5 star. Ive gave it a 4 because of the general poor service up to their involvement. But them pair deserve the praise.
21 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Michael,
Thanks for your honest review and we’re sorry to hear your onboarding experience didn’t meet expectations, particularly around communication.
We’re really pleased Marcus and Martins were able to resolve the issue for you — we’ll be sure to pass on your praise.
Your feedback helps us to focus on improvements.
Kind regards,
Customer Support Team 💜
Very good
This service is very good I have being with other ones and bring cut off a number of time in a month with Lila connect it dose go down but not very likely over all of the service very good
10 February 2026
Reply from LilaConnect UK
Hi Garry,
Thanks for the 5‑star review! ⭐
We’re really pleased to hear you’ve found LilaConnect service very good.
Kind regards,
Customer Support Team 💜
Great service all around
Great service all around , luke and nikki did the installation both was polite and did a really good job.
20 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Brett,
Thanks for your 5‑star review! ⭐
We’re really pleased to hear you received great service and that Luke and Nikki did a fantastic job with your installation. We’ll be sure to pass on your kind feedback.
Kind regards,
Customer Support Team 💜
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