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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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
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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
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Replied to 97% of negative reviews
Typically replies within 1 week
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Excellent until something goes wrong
I'll prefix this review by saying up until last Monday I had no cause for complaint since installation a few years ago however my connection has been useless for the past week as has the support. I work and don't usually get home before 6pm so calling isnt easy during their opening hours so I opened a ticket (as their hold music and recording suggest doing over and over), shame that nobody answered mine last week. On Saturday I got though just after they opened at 8am (went through the usual turn it off and on again) and was told to monitor it. 15 mins later off again so I rang back and was told it would need passing to second line support was asked my availability for a call back... Still haven't received one, I've updated my support to ticket (which is still so far one sided).
I got a call yesterday at 4:30 while at work so was unable to do any troubleshooting so had to arrange for another call back tonight (have to leave work early so I can be home it time). I did some troubkeshooting of my own last night following a comment from the engineer who said at the time of the call that my ONT was off (which I was sure it wasn't). Having tried both the Lila provided Router and my own TP-Link Deco (which both customer support and Engineer both seem to insinuate was the problem) independently directly into the OTP following a min 15min disconnect, connection dropped on both within 20 mins, confirming my suspicions that it's the ONT or network issue. I guess my call tonight will now be useless other than to serve as an appointment maker for an engineer visit and likely a day off work to wait in!
On a positive not the engineer was polite and professional (and apologetic for being late, not his fault) a quick swap of the ONT and my service was up and running.
30 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Jamie,
We’re really sorry for the frustration you experienced and for the lack of response on your support ticket and call back — that’s not the experience we want you to have.
We’re glad you reported this, as it allowed us to investigate and resolve the issue.
Following the engineer visit and ONT replacement, we’re pleased to confirm your service is now working as expected. Thank you for your patience while this was put right.
Kind regards,
Customer Support Team 💜
Rang up regarding an issue with my…
Rang up regarding an issue with my router and they sent out an engineer as soon as possible. Shaun S was amazing. Sorted the problem straight away. He was helpful and friendly all in all a very helpful person
30 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Alisha,
We’re really pleased to hear Shaun was able to get the router issue sorted so quickly 😊 It’s great to know he was helpful, friendly, and made the experience a positive one — we’ll be sure to pass on your kind feedback.
Kind regards,
Customer Support Team 💜
Ramesh and sami very good and fast
30 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Audi,
we’re really pleased to hear Ramesh and Sami provided such fast and good service 👍
Thanks for sharing your feedback!
Kind regards,
Customer Support Team 💜
Great customer service
Luke came to fit the router, he was very polite, knowledgable and efficient. He left the areas neat and tidy- great service, thank you Luke!
12 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Emma,
we’re really pleased to hear Luke provided such polite, knowledgeable, and efficient service and left everything neat and tidy 👍
Thanks so much for sharing your feedback — we’ll be sure to pass it on to him.
Kind regards,
Customer Support Team 💜
Excellent Service from Shaun at Lila…
Excellent Service from Shaun at Lila Connect
Had a great experience with Shaun from Lila Connect today. He was extremely professional, polite, and made everything feel straightforward from start to finish. It’s rare to come across someone who genuinely takes pride in their work, but Shaun definitely does.
Really impressed with the level of service a credit to the company.
18 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Lee,
we’re delighted to hear Shaun provided such a professional and straightforward experience from start to finish 🌟 It’s great to know his pride in his work really showed — we’ll be sure to pass on your kind words.
Kind regards,
Customer Support Team 💜
We had Lila installed by Shaun S great…
We had Lila installed by Shaun S great job done professionally thanks Shaun 👍🏻
2 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Ang,
We’re really pleased to hear Shaun did a great job and provided a professional installation 👍🏻 Thanks so much for sharing your feedback!
Kind regards,
Customer Support Team 💜
shaun s came to fix my broadband issue
shaun s came to fix my broadband issue, superb service, great internet speeds
27 March 2026
Unprompted review
Reply from LilaConnect UK
Hi John,
we’re delighted to hear Shaun was able to get your broadband issue sorted and that you’re enjoying the great speeds 👍🚀 We’ll be sure to pass on your kind feedback.
Kind regards,
Customer Support Team 💜
Excellent Engineer Service
While experiencing a problem with my connection, it was also noted that the light levels from an original install had degraded.
Shaun S went above and beyond in helping with the physical connection fault. When the original connection point was deemed to be an issue and needed a refill anyway, Shaun was happy to relocate the SDD to a more fitting area in my home. The whole way through, he was neat, tidy and helpful, a credit to the Lila team.
27 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Matt,
we’re really pleased to hear Shaun went above and beyond to resolve the issue and make sure everything was set up just right 👍
It’s great to know he was helpful, tidy, and made the whole process smooth from start to finish — a true credit to the team 🌟
We’ll be sure to pass on your kind words.
Kind regards,
Customer Support Team 💜
Ramesh & Sami did an amazing job
Ramesh & Sami did an amazing job, neat, right on time, professional, cautious and friendly. They are highly recommended. Thanks guy!
27 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Gbenga,
we’re delighted to hear Ramesh and Sami did such an amazing job! Thanks so much for recommending them — we’ll be sure to pass on your great feedback.
Kind regards,
Customer Support Team 💜
The technician this morning who came to…
The technician this morning who came to my aid was named Shaun s.he was so helpful and respectful and explained what he was doing.made me feel at ease because I'm not very good with technology.thankyou shaun s.
27 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Netta,
We’re so pleased to hear Shaun made you feel at ease and took the time to explain everything clearly. We’ll be sure to pass your kind words on to him.
Kind regards,
Customer Support Team 💜
Quick turnaround friendly staff!
Quick turnaround friendly staff!
Thank you Ramesh and sami
27 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Aleksandar,
We’re really pleased to hear you had a quick turnaround and friendly service from Ramesh and Sami. Thanks for your lovely feedback!
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Leon,
we’re really pleased to hear you received great service from Adam and Cavan.
Thanks for sharing your feedback!
Kind regards,
Customer Support Team 💜
Wifi
Brilliant service ADAM + CAVAN were lovely guy helpful polite anything we need to know explained great service thanks
26 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Maria,
Thank you for the brilliant 5‑star review!
We're so pleased to hear Adam and Cavan were helpful, polite, and explained everything clearly. They’ll be delighted with your feedback 😊.
Kind regards,
LilaConnect Customer Support Team 💜
Reply from LilaConnect UK
Hi Abs,
thanks for the 5★ review! ⭐ We’re glad you received great service from Ramesh and Sami.
Kind regards,
Customer Support Team 💜
The engineers Adam and cavan were…
The engineers Adam and cavan were informative, articulated all the necessary work to be carried out, bright & breezy characters,it's a pity he's a Manchester utd fan,,🤣😂😅
26 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Joseph,
We’re really glad to hear that Adam and Cavan kept you fully informed and made the experience such an enjoyable one! It’s great to know their bright and breezy approach stood out — even if we’ll politely overlook the Manchester United comment 😄⚽
We’ll be sure to pass your feedback on to them.
Kind regards,
Customer Support Team 💜
Ramesh and sami was excellent team and…
Ramesh and sami was excellent team and very friendly and clean every after installation
26 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Agnieszka,
Thank you for taking the time to provide this 5★ review! ⭐
We’re delighted to hear that Ramesh and Sami provided a friendly and tidy installation. We’ll be sure to pass on your kind feedback.
Kind regards,
Customer Support Team 💜
This is my second review after nearly…
This is my second review after nearly being a customer for 2 years.
I've since moved on to 2.5Gig service with them and it's been great.
The company is still in my opinion the best internet provider going and I just wish you were all over so others could see what a ISP should look like
26 March 2026
Reply from LilaConnect UK
Hi Mark,
thank you so much for taking the time to leave another 5★ review! ⭐
We really appreciate your loyalty over the past two years, and it’s fantastic to hear you’re enjoying the move to our 2.5Gig service.
Your kind words mean a lot to the whole team, and we’re proud to be your ISP of choice.
Kind regards,
Customer Support Team 💜
Having issues with the router customer…
Having issues with the router customer service were amazing sorted the problem and got a new router delivered within and hour as one of the staff lived close by
Highly recommend
25 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Clint,
Thanks so much for the 5★ review! ⭐
We’re really glad our team could get the router issue sorted quickly and get you back up and running so fast. It’s great to know the customer service experience made a difference.
Thanks again for the recommendation!
Kind regards,
Customer Support Team 💜
Ramesh and sami were very helpful
Ramesh and sami were very helpful, friendly and professional.
The installation was done quickly and the workmanship was very good. They were clean and tidy. I am well pleased. Thank you.
25 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Gerald,
Thank you for the fantastic 5‑star review!
We're really pleased to hear Ramesh and Sami were helpful, friendly, and professional, and that your installation was completed quickly with great workmanship. They’ll be delighted with your feedback 😊.
Kind regards,
LilaConnect Customer Support Team 💜
The engineers Adam luke Ramesh and …
The engineers Adam luke Ramesh and Sammy have come to install the Internet today and was very polite did the job well did it quick and was very respectful would recommend
25 March 2026
Unprompted review
Reply from LilaConnect UK
Hi Liam,
Thank you for the brilliant 5‑star review!
We're really pleased to hear Adam, Luke, Ramesh and Sammy were polite, respectful, and got everything installed quickly.
We really appreciate the recommendation 😊.
Kind regards,
LilaConnect Customer Support Team 💜
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