LilaConnect UK Reviews 2,227

Luke gave me my xbox back YAYYYYYY THANK YOU LUKE , BEST FRIENDDDDD

Internet keeps cutting out. Waited nearly an hour on the phone and gave up to talk to someone. Chat I waited 30 mins.

It was not very clear in chat if an engineer was needed or if i was getting a call 'when are you available' was the question I was asked? It was clarified what they meant after I asked if they meant a site visit or a phone call.

I then got an email to tell me an engineer is visiting today between 2pm-6pm and within 6 mins of the email arriving they have arrived. Which is super quick (I am on priority because of disability). I think a call would have been good to inform of this as then their is an expectation you are in. Whilst i am writing this the engineer has left for a second time and has not even let on.

The original install was fine, alot of debating as to whether they would use existing cables or install new ones, 'easier for us if we disconnect your BT and switch it between the boxes'

i have had them for a month and it does keep breaking up a bit and cutting out here and their which i was informed might be a loose cable, which might explain why today its completely gone.

Whilst the issue has now been sorted, and chat messenger has improved and were helpful it was impossible to speak to any human physically over the phone or in person.

Jamie was nice on the web chat. thank you so muich

(Lila connect sent me link to review, but i don't use links in emails so found them myself )

The instillation team of Martin and Marcus were great!. Quick, friendly, tidy and polite. The house was in a bit of a mess as we have just moved in and not had time to unpack properly. They worked around state of the house and delivered a great service much appreciated guys !!!

Adam and Jake were really efficient and installed the new service exactly as I wanted.
Highly recommended.

Mohamed was very helpful with my question and was very pleasant

Our WiFi had lost connection and they sent an engineer out as soon as possible. Luke arrived and was more than helpful. He got the WiFi up and running so quickly and also tidied up all our boxes so they were fitted properly to the wall.
He was so helpful.

Today was fine. Phone answered & problem dealt with. Lovely chap sorted it with no rushing. Connection went off on Friday (now Monday) called on Saturday, no return call & you closed at 1pm & no Sunday service.

​⭐⭐⭐⭐⭐ Excellent and Clean Installation!
​I recently had my Lila Connect router installed this May (2026), and I couldn't be happier with the service.
​Alex and Harry carried out the installation at my home, and they were fantastic. Both of them were highly professional, polite, and efficient throughout the whole process. What I appreciated most was how tidy they were—they did a spotless job and didn't make a mess at all.
​Great customer service and a very smooth setup. Highly recommended!

Lila installed and ruined my lawn, cut straight across the middle of it, instead of going under the slabs. The internet is good. However, if you have a problem then forget it getting sorted. I reported mine not working Wednesday 20th may. Was told engineer would attend next day. Nobody showed up. Same thing Friday and yet again a no show. Was then told it would be bank holiday Monday (highly unlikely when can’t be bothered to attend on a normal working day). Now received an email saying it won’t be until Wednesday. Absolutely disgraceful service and I have had to keep chasing them with calls that take 20 mins to speak to someone or tickets that aren’t replied to for days. So that’s a whole week with no internet service. Will not be renewing my contract with them. Customer service is none existent. Will be reporting to ofcom too.

my wifi stopped working so I contacted customer service. I did struggle to get a clear, fast solution at first with no reply from ticket or email, and after phoning, was told id get a call back and didn't. Getting in touch initially needs improvement, However, after I called them back later that day, and was given an apology for the delay, within minutes, the person on the phone organised a repair for the next day as it was now evening. Repair Engineer Luke, messaged me to organise a more specific time in the afternoon that was suitable for me, meaning I didn't have to wait in for hours. He was very friendly and polite and asked that morning if i minded him looking at the connection/equipment on the outside as he was in the area. He fixed the problem before I even got home and communicated with me throughout to ensure everything was working when I got home.

Jaimie's assistances through out the experience was knowledgeable and professional. Highly recommend the service provided.

I've had no internet for a few days and I will be honest getting in touch with lila is awful. They didn't answer the phone and replies were slow from customer services. Eventually they sent for an engineer to come out and have a look at the problem.

The engineer (Luke) was brilliant from start to finish and to be honest he's the only reason I'm giving 5 stars otherwise it would be 1 star. He let me know what time he was coming, he also let me know when he was 15 mins away. On arrival the engineer explained the problem and sorted it straight out. He was very polite, seemed to genuinely care and he did a great job. 10/10 service from Luke.

Martins and marcus were really nice guys, did a great job and were accommodating when I had to do the school run.

Quick and neatly installed good communication through out and good strong signal

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 couldn't recommend them highly enough. They resolved the issue and explained everything they were doing step by step. Its rare to have such kind and knowledgeable people like them these day.

Communication and installation flawless, with the added bonus of talking to a human being on the phone all added to a pleasant experience. Top draw.

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 service in this instance was exceptional - constant phone calls and emails with updates along the way. I can't fault the way that my issue was handled, and the internet now runs like a dream.

Terrible don’t do it!!!! We’ve been with Lila now since September and our broadband reliably goes down EVERY NIGHT between 8-9pm and its now starting doing it in the day! We work from home which is a huge issue for us. Plus, we NEVER hear back on ‘tickets’ we’re asked to raise. Nor can we ever get through on the phone. Absolutely disgraceful. We’re in the process of moving and i would advise you all to do the same.

So Far so Good, only been with them a short while and its been great, with no issues what so ever, great install and the router seems great.

Kayur from the technical was really helpful and went through troubleshooting with me over the phone. His service was second to none, great asset to the company.