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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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
Contact info
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Kaia went out of her way to help me
Kaia went out of her way to help me with a recurring problem
13 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Gerhard,
Thank you so much for your review! ⭐
We’re really pleased to hear Kaia went out of her way to help you resolve the issue — we’ll be sure to pass on your kind feedback to her.
Kind regards,
Customer Support Team 💜
Going above and beyond
Going above and beyond
Moving the box to our living room for better signal.this was nikki and keith
Thank you
Calum
2 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Calum,
Thanks so much for the 5‑star review! ⭐
We’re really pleased to hear Nikki and Keith went above and beyond to improve your signal by moving the box — we’ll be sure to pass on your thanks to them.
Kind regards,
Customer Support Team 💜
I had Lila broadband fitted end of Jan…
I had Lila broadband fitted end of Jan 2026,I'm still sitting here 10 April watching my green flashing light on the Router with no broadband.When I do ring I wait an hour on the phone to speak to a very polite person who gives me loads of technical jargon and I leave thinking that's it I've got somewhere.The next day or couple of days I'm doing the same thing, speaking eventually toa nice person but getting nowhere. The connection they provide is not powerfull enough for Stoke on tren brick buildings ,you will need an eternet cable to every device,including you mobiles from my experience.
10 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Anthony,
We’re really sorry for the ongoing frustration you’ve experienced since installation and for the repeated disruption to your service.
We understand how unacceptable this is, particularly when you’ve spent significant time contacting us without a lasting resolution.
Please email support@lilaconnect.co.uk if you continue to experience service issues and let our senior technical support team know the best time to contact you. We will review this in detail and work towards a resolution.
Kind regards,
Customer Support Team 💜
Two great installers
Had two great lila connect installers today
NIKKI and KEITH .Fantastic job very efficient no hassle speedy and made the instalation smooth and straight forward giving us as customers no stress what so ever thank you for a great job .
Mr ann Mrs Owen 18 wetherby road trentham.
10 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Richard,
Thank you so much for the lovely 5‑star review! ⭐
We’re really pleased to hear Nikki and Keith made your installation smooth, efficient, and stress‑free. We’ll be sure to pass on your kind words to them — they’ll really appreciate it.
Kind regards,
Customer Support Team 💜
Just got a new connection by “Lila…
Just got a new connection by “Lila connect” today. Absolutely fantastic service provided by professionals ( Sami and Ramesh ).
100% recommended.
10 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Wajahat,
Thank you so much for the 5‑star review! ⭐
We’re delighted to hear you received fantastic service from Sami and Ramesh — we’ll be sure to pass on your kind feedback to them.
Thanks for the recommendation!
Kind regards,
Customer Support Team 💜
Marcus & Luke were very professional
Marcus & Luke were very professional, customer service was excellent. I would highly recommend.
10 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Nicole,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear Marcus and Luke were professional and that you received excellent customer service. Thanks for the recommendation — we really appreciate it.
Kind regards,
Customer Support Team 💜
On time and prompt installation
On time and prompt installation. Very reliable Broadband at a very competitive price
31 March 2026
Reply from LilaConnect UK
Hi,
Thank you for the 4‑star review! ⭐
We’re pleased to hear your installation was on time and that you’re finding the broadband reliable and good value.
Thanks for choosing LilaConnect!
Kind regards,
Customer Support Team 💜
2 weeks of trying to get an answer from…
2 weeks of trying to get an answer from customer support and help with my internet speeds and still stuck at the beginning, I only stayed with Lila because they matched an offer I had with another provider, and I also got told in the rare occasion that I got a response that the speed I’m paying for isn’t actually a thing… isn’t this miss selling a product?
9 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Thomas,
Thank you for sharing your feedback. We’re really sorry to hear about the delays you’ve experienced and the frustration this has caused – this isn’t the level of support we aim to provide.
We’re keen to review your account fully, including your speed package and any previous advice given, so we can clarify this and help resolve the issue.
Please contact our Customer Support Team via the client portal with your account details and we’ll look into this further.
Kind regards,
Customer Support Team 💜
The engineers Ramesh and Sami were…
The engineers Ramesh and Sami were brilliant at hiding the wiring for the installation, which was exactly what I wanted.
7 April 2026
Unprompted review
Reply from LilaConnect UK
Hi James,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear Ramesh and Sami did such a great job with the installation and took extra care to hide the wiring just as you wanted. We’ll be sure to pass on your kind feedback to them.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Matthew,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear you received prompt and professional service from Ramesh and Sami. We’ll be sure to pass on your kind feedback to them.
Kind regards,
Customer Support Team 💜
Ramesh and sami did a good job
7 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Liam,
Thank you for the 5‑star review! ⭐
We’re pleased to hear Ramesh and Sami did a good job with your installation. We’ll be sure to pass on your feedback to them.
Kind regards,
Customer Support Team 💜
Just moved property
Just moved property, Marcus and Martins came to fit the new router, they were absolutely spot on ensuring top cable management from the wall whilst carrying out a perfect and quick job, Legends.
7 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Owen,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear Marcus and Martins did such a great job with your move, especially taking care with the cable management and getting everything set up quickly. We’ll be sure to pass on your “legends” comment to them!
Kind regards,
Customer Support Team 💜
We can’t praise Kayur enough
We can’t praise Kayur enough — this is the second time he has helped us and he has delivered the same outstanding level of service on both occasions. He dedicated his time to getting everything set up for us and, despite running into a few difficulties along the way, he stayed with us until every single issue was resolved. There was no rushing, no cutting corners — just genuine commitment to making sure the job was done properly.
Kayur is always warm and welcoming, which makes the whole experience so much easier. It’s rare to come across someone who consistently goes above and beyond, and he does it every time. He is a true credit to the team and we wouldn’t hesitate to recommend him to anyone.
Thank you, Kayur — we really appreciate everything you do! 🙏
31 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Louise,
Thank you so much for the wonderful 5‑star review! ⭐
We can’t thank you enough for such kind words about Kayur. It’s fantastic to hear how consistently supportive, patient, and committed he’s been in helping you — especially taking the time to resolve everything properly with no rushing. Feedback like this truly means a lot, and Kayur is absolutely a credit to our team. We’ll be sure to pass on your appreciation to him.
Kind regards,
Customer Support Team 💜
The signal sometimes is weaker at the…
The signal sometimes is weaker at the rear of the property
2 April 2026
Reply from LilaConnect UK
Hi Geoffrey,
Thank you for your review
We’re pleased to hear you’re happy overall. If you’re experiencing weaker signal at the rear of the property, we would like the opportunity to investigate this for you.
Please log into your client portal and raise a support request so our technical team can review your Wi‑Fi coverage and see how we can help improve it.
Kind regards,
Customer Support Team 💜
Ramesh and Sami did a wonderful job
Ramesh and Sami did a wonderful job . They really did a good job by Fixing the wifi connection really quick .
2 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Densy,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear Ramesh and Sami did such a wonderful job and were able to fix your Wi‑Fi connection so quickly. We’ll be sure to pass on your kind feedback to them.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Russell,
Thanks for your review! ⭐
We’re pleased to hear the installation went well. If you need any support, we’re here to help.
Kind regards,
Customer Support Team 💜
Ramesh and sami dod a great job very…
Ramesh and sami dod a great job very polite and fast brilliant
1 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Emz,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear Ramesh and Sami did a great job and that you found them polite, fast, and professional. We’ll be sure to pass on your kind feedback to them.
Kind regards,
Customer Support Team 💜
Adam and Cavin turned up early and…
Adam and Cavin turned up early and where very polite and engaging. They explained the process and worked quickly to complete their work.
1 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Liz,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear Adam and Cavin arrived early, explained the process clearly, and completed the work quickly. We’ll be sure to pass on your kind feedback to them.
Kind regards,
Customer Support Team 💜
I liked the text message to say they’re…
I liked the text message to say they’re on the way. Fixed the issue within seconds and explained what was wrong. Pleasant engineer named Shaun S
31 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Dave,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear the text updates were helpful, that the issue was resolved quickly, and that Shaun took the time to explain everything clearly. We’ll be sure to pass on your kind feedback to him.
Kind regards,
Customer Support Team 💜
Ramesh and Sami have done installation…
Ramesh and Sami have done installation very tidy and professional
They are recommend!!!
Thanks
31 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Shwan,
Thank you so much for the 5‑star review! ⭐
We’re really pleased to hear Ramesh and Sami carried out such a tidy and professional installation. We’ll be sure to pass on your recommendation and kind feedback to them.
Kind regards,
Customer Support Team 💜
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.