Iliad Reviews 

Recandomi Esselunga di Biella operatrice di ILIAD molto professionale attenta al cliente ,sorridente soddisfatto 💕

Sono cliente Iliad Mobile da anni e mi trovo molto bene: rete stabile, trasparente e senza sorprese.
Per questo motivo avevo grandi aspettative quando ho attivato Iliadbox Fibra FTTH.
Purtroppo, l’esperienza è stata completamente diversa.

Fin dai primi giorni ho avuto problemi di stabilità della connessione: i dispositivi risultano connessi ma la rete va e viene, i video live si bloccano, le videochiamate cadono e la navigazione è intermittente.
Ho eseguito test dettagliati via cavo e Wi-Fi, provando anche un modem alternativo (FritzBox), cambiando cavi, porte e verificando che la perdita di pacchetti inizia già dal secondo hop della rete Iliad.
Ho aperto diversi ticket e inviato PEC, ma i tecnici (Iliad e Open Fiber) si sono limitati a fare speed test di pochi secondi, che ovviamente risultano normali, e hanno poi chiuso la segnalazione dichiarando il problema risolto — quando non lo era affatto.

Dopo oltre un mese e mezzo di disservizi, ho dovuto passare a un altro operatore (Sky Wifi).
Peccato, perché il servizio mobile rimane eccellente, ma la gestione della fibra e del supporto tecnico non è all’altezza dello standard Iliad.

English version:
I’ve been an Iliad Mobile customer for years and I’ve always been very satisfied — great service, reliable coverage, and transparent pricing.
That’s why I decided to try Iliad Fiber (Iliadbox FTTH) for my home connection. Unfortunately, the experience was completely different.

From day one, the connection has been unstable: devices stay connected, but internet access drops randomly, live streams freeze, and video calls disconnect.
I ran detailed wired and Wi-Fi tests, even used a FritzBox, changed cables and ports, and confirmed that packet loss starts from the second hop within Iliad’s own network.
I opened multiple support tickets and even sent official complaints (PEC), but technicians from Iliad and Open Fiber only performed short speed tests — which obviously look fine — and then closed the case saying the issue was “solved”. It never was.

After more than a month and a half of service instability, I decided to switch to another provider (Sky Wifi).
It’s a shame, because Iliad Mobile is excellent, but Iliad Fiber’s technical support and stability are nowhere near the same level.

It’s been WEEKS since I’ve asked a new SIM cause my old one has been stolen, I’ve had the same numbers for 15 YEARS and now with Iliad I have to get a new one because they cannot give me another SIM without me providing my ID, that has been stolen too!!!!! I provided my passport, the document from the embassy that confirms my ID and SIM were stolen… NOTHING, incompetent people, horrible service.

The worst carrer ever. In Milano with the optical fibre they are simply not able to resolve an issue of coverage after exactly 25 calls. The 177 is just joking and nor sorting out issue. We will contact the Iliad CEO Thomas Reynaud to try to sort out. We are keen to create reputation impact here because of after several months of paying the bills and still not sorting out we feel they joke with customers or they play as begginer in a very competitive market

Iliad, I really wanted to love your service — your transparent and fixed pricing is a breath of fresh air compared to Vodafone, TIM, and WindTre, who constantly play dirty tricks with hidden fees and price hikes.

But here’s the real issue: your internet speed is artificially throttled.
I can say this with certainty because I’ve tested the exact same phone with foreign SIM cards while roaming in Italy — and the roaming SIM delivered higher speed and more stability than Iliad itself. The moment I switch back to Iliad, the connection drops to painfully low speeds, even in central areas with full signal bars.

This feels dishonest. Selling 80–100GB data bundles sounds amazing, but what’s the point if the user can barely stream or make a stable video call? It’s like buying a Ferrari and being forced to drive it at 30 km/h.

As a foreigner living in Italy, I can compare Iliad with networks abroad — and honestly, Iliad’s speed manipulation is far below international standards. Even in my home country, networks don’t play this game of “pretending” to give you data while actually restricting performance.

Your transparent pricing is great. Now it’s time to be equally transparent with internet speed. Otherwise, you’re just repeating the same tricks as the old operators you promised to be different from.

My dad bought a chip with 19 euros in a trip to Rome for internet within europa but it did work only in Italy. Unfortunately he decided to recharge 10 euros while in Switzerland, and got charged 10 but no internet access was granted. it showed only 2 euros credit instead. He called the customer service but they only speak italian and hang out on us, the second try, again hang out on us, the third time, the employee could speak our language but after 1 min, the called was ended. We try the forth time and apparently we didn't have any more credit to make the called which is advertised as free call for customers. Stay away of this unserious provider. we just lost time and patient with so unprofessional and unreliable service. Stay away

Sfortunatamente il cellulare mi e' stato rubato all'estero, con la eSIM iliad dentro. al mio numero italiano sono collegati i miei conti in banca e i codici di autenticazione della mia mail di lavoro. E' ben 10 giorni che sto aspettando che mi diano una eSIM sostitutiva con lo stesso numero, sono bloccata all'estero e non ho accesso al mio numero, ne' al mio conto in banca, ne' alla mia mail di lavoro. Non si tratta di spedire un pacco con una sim, solo inviarmi il QR code via mail. Ho chiamato Iliad 15 volte (dall'estero, quindi pagando). Ogni volta gli operatori mi danno istruzioni diverse di quali documenti di richiesta caricare per ottenerne una sostitutiva. Sono andata alla polizia belga, tradotto la denuncia, andata al consolato 2 volte. Ho caricato una decina di documenti (con timbro della polizia, con timbro dell'ambasciata, non so piu' cosa fare). I documenti non sono validati dal team iliad, e anziche' vedere la ragione del perche' non lo siano, via mail o contattandomi nel portale, vedo solo la notifica "documento rifiutato". Ogni volta devo chiamare il call center, e le scuse sono infinite ("hai firmato pdf online invece che con la penna blu", "il timbro dell'ambasciata e' sulla pagina iniziale e non sull'ultima"), e cambiano da operatore a operatore. Ho anche mandato un mio familiare dai carabinieri in Italia ma sfortunatamente la denuncia di un furto estero non la possono fare (il carabiniere ha anche chiamato Iliad di per se' ed e' stato trattato di m***a pure lui). Un operatore ha insinuato che il mio familiare non abbia spiegato bene la situazione al carabiniere (?), questo e' stato veramente pessimo e supponente.

Sono da sola qui, senza accesso a conto/numero di cellulare, ormai da 10 giorni, e nessuno mi sta fornendo aiuto. Mai piu' Iliad.

ENGLISH TRANSLATION:
My phone was stolen abroad, along with my Iliad eSIM. My bank accounts and work email authentication codes are linked to my Italian number. I've been waiting for a full 10 days for a replacement eSIM with the same number. I'm blocked abroad and have no access to my number, my bank account, or my work email. I just need an email me the new eSIM QR code. I've called Iliad 15 times (from abroad, so I paid). Each time, the operators gave me different instructions on which application documents to upload to get a replacement. I went to the Belgian police, translated the report, and went to the consulate twice. I uploaded about ten documents (with police stamps, with embassy stamps, and I don't know what else to do). The documents aren't validated by the Iliad team, and instead of seeing the reason why, either by email or by contacting me on the portal, I only see the "document rejected" notification. Every time I have to call the call center, the excuses are endless ("you signed the PDF online instead of with a blue pen," "the embassy stamp is on the home page, not the last page"), and they vary from operator to operator. I even sent a family member to the police in Italy to file for my missing phone, but unfortunately they can't file a foreign theft report (the police itself also called Iliad and was treated like shit, too). One operator insinuated that my family member didn't properly explain the situation to the Carabinieri (?), which was truly awful and arrogant.

I've been alone here, without access to my account/cell phone number, for 10 days now, and no one is helping me. Never again.

I needed a physical SIM card and was warmly welcomed and helped in an Iliad store in Italy. The staff were friendly, patient, and very helpful. Within minutes, I walked out with exactly the SIM I wanted — at a sharp price, with a large high-speed data bundle. Chapeau for the great service and value!

Almost impossible to cancel subscription. Don't ever buy anything from this company.

Scammed at the airport. The service rarely worked, even in Italy. I switched back to my home SIM card during the trip because I could not get a connection. Try to deal with them? Only if you speak fluent Italian. Try to cancel? Only if you speak fluent Italian but even then good luck finding the cancellation page on their website. They will keep billing you until you eventually work out how to cancel it. This is horrible.

Honesty would go a long way. Customer service or brand ambassador I encountered could use a lot of help I wanted to cancel within my first 2 weeks, they said expect a phone call to be connected. This was just to keep you in the contract for the 90 days. Everyone in area has service from other companies within 10 days to 2 weeks. Worst company I have ever dealt with.

# ILIAD Customer Service Review

**Rating: ⭐ (1/5 stars)**

## Experience of June 26, 2025

I am compelled to leave this negative review after a particularly disappointing experience with ILIAD's customer service.

### Issues Encountered:

**Lack of Professionalism**: During the call on June 26, 2025 (approximately 7:15 PM), both my husband and I experienced an unprofessional attitude from the operator, Ms. Rosella. The tone used was inappropriate for a customer service representative.

**Inconsistent Responses**: We noticed a lack of uniformity in the information provided by different operators we contacted, which creates confusion and wastes customers' time.

**Uncooperative Attitude**: The operator did not demonstrate the courtesy and helpfulness expected from customer support, making the experience frustrating and unsatisfactory.

### Request for Verification

I request that the phone conversation recording from June 26, 2025, at approximately 7:15 PM be reviewed to objectively assess what occurred.

### Conclusions

As customers, we expect courteous and professional service. I hope this report can contribute to improving staff training and the quality of service offered.

Currently, I cannot recommend ILIAD based on the quality of customer support received.

Recensione ILIAD - Servizio Clienti
Valutazione:
⭐
(1/5 stelle)
Esperienza del 26 giugno 2025
Sono costretto a lasciare questa recensione negativa dopo un'esperienza particolarmente
deludente con il servizio clienti ILIAD.
Problematiche riscontrate:
Mancanza di professionalità: Durante la chiamata del 26 giugno 2025 (ore 19:15 circa), sia io che
mio marito abbiamo riscontrato un atteggiamento poco professionale da parte dell'operatrice, la
sig.ra Rosella. Il tono utilizzato è stato inappropriato per un servizio di assistenza clienti.
Incoerenza nelle risposte: Abbiamo notato una mancanza di uniformità nelle informazioni fornite
dai diversi operatori contattati, il che genera confusione e perdita di tempo per i clienti.
Atteggiamento poco collaborativo: L'operatrice non ha dimostrato la cortesia e la disponibilità
che ci si aspetta da un servizio di assistenza, rendendo l'esperienza frustrante e insoddisfacente.
Richiesta di verifica
Chiedo che venga verificata la registrazione della conversazione telefonica del 26 giugno 2025 alle
ore 19:15 circa, per valutare obiettivamente quanto accaduto.
Conclusioni
Come clienti, ci aspettiamo un servizio cortese e professionale. Spero che questa segnalazione
possa contribuire a migliorare la formazione del personale e la qualità del servizio offerto.
Attualmente non posso raccomandare ILIAD per la qualità del supporto clienti ricevuto

Se vuoi usare internet liberamente, NON usare Illiad. Non ho internet a casa, quindi ho dovuto usare la mia connessione mobile per tutto, prima di tutto è MOLTO lenta e, in secondo luogo, quando finisci i gigabyte della tua offerta, NON PUOI ACQUISTARNE ALTRI!! Non puoi nemmeno cambiare l'offerta con un pacchetto più grande con più internet. Volevo cambiare, ma dice che la nuova offerta sarà attiva nel prossimo periodo, il che significa che dovrò passare 2 settimane senza internet. L'unica opzione che offrono è 0,90€/100MB, IL CHE È ASSURDAMENTE COSTOSA. Se ci stai pensando, no, non passare a Illiad, non ne vale assolutamente la pena.

If you want to use internet freely do NOT use Illiad. I dont have internet at home so I had to use my mobile internet for everything, first of all its VERY slow and second; when you run out of the gigabytes in your offer, YOU CAN NOT BUY MORE!! You can not even change your offer to a bigger package with more internet. I wanted to change but it says the new offer will be active in the next period which means i have to spend 2 weeks, no internet. The only option they offer is 0.90€/ 100MB WHICH IS ABSURDLY EXPENSIVE. If you’re thinking about it, no do not change to Illiad, its not worth it at all.

Supersatisfied: I used to have other companies and I was switching from one to the other because they were ripping me off in one way or another, then when I switched to Iliad many years ago I no longer had any problems and I forgot about them in a good way: I just have to pay every month and that's it.

The website and management are great, very clear and easy to use.

The tariffs also leave me very satisfied.

If they continue like this, I will not think of changing company.

When Iliad came into Italy, it was like a breath of fresh air after years of sly people.

Mercie!

10 months ago, my wife bought a Iliad Sim card. The video we had to upload for activating the card, was refused, they couldn't recognize her face when compared with her Italian identity card.
In a period of 5 days we uploaded new videos to no avail. We decided to ask our money back, we got no response on our requests since then. Conclusion, avoid this company, they take your money and don't deliver ... avoid...

A thoroughly unscrupulous company who provides an extremely poor service.
A record of 2/5 for over 7000 comments does not lie.
People are very very unhappy with the poor service from Free and with Iliad.

My expierience with iliad started great, as some other reviews claimed i thought its the best option for expats. In their stores they have friendly english speaking team members who will help with everything. Issues start once you already are their client. None of their customer care or engineers speak english even the slightest bit. My internet has been now broken for over a month, of course i am still paying for the service, had three tickets open about the issue. no ticket number was given to me to follow up the issue. Most recent ticket was open 1,5 week ago. The same day i was meant to get someone call me for the engineer to come, nothing. My previous experience with their engineers was we booked for Wednesday, didnt come in their time slot and i was assured by iliad customer service they have not forgot and are on their way. They showed up on Thursday when i was back at work. Had to take two days off for them to come. I really don't know what to do now. I mean a month with no internet, i might as well cancel the contact. It seems they are avoiding their english speaking clients.

shutting me off internet and calls before my offer is ending because I don't have enough credit eh!? very nice Iliad

Website genuinely sucks. Frustrating experience.