Moved to a new house, previous occupant was with Lila so we didn’t need the installation service, it was simply a case of activating the line. Ordered the 150mb speed and getting 160mb, rock solid. A... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
As a fibre optic engineer by trade choosing LC was easy. Fibre to the property, speeds of 1.8Gb for that price is incredible. I have full wifi coverage in the house as you can hardwire the router into... See more
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Marcus and Jakub turned up in the time window specified. Did a great job burying the line and cleaned up after themselves. Didn't leave until the service was active and called through to activate the... See more
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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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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
4.5
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 90% of negative reviews
Typically replies within 1 week
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Operators Easy to talk to
Operators Easy to talk to. Explained everything. Made it easy for me to swop providers. Engineers polite and friendly..would highly recommend 👌 👍
June 18, 2026
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your experience.
I’m really pleased to hear that our team made the switching process easy for you and took the time to explain everything clearly. It’s great to know you found our operators easy to talk to and that the engineers were polite and friendly during your installation.
We really appreciate your recommendation, it means a lot to us that you would confidently suggest our service to others.
Thank you again for choosing Lila Connect and for your kind words.
Kind regards,
Afruj Miah
Customer Service Team Leader
Shaun S was great.
Shaun S was great.
Diagnosed & explained the issue in plain English.
Problem resolved. Happy Days!
June 25, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for taking the time to leave us a review.
I’m really pleased to hear that the issue was diagnosed and explained clearly in plain English, and that everything was resolved quickly for you. It’s great to know you’re back up and running and happy with the outcome.
We really appreciate your feedback, and I’ll make sure it’s shared with the team.
Kind regards,
Afruj Miah
Customer Service Team Leader
We had quite a lot of issues to start with
We had quite a lot of issues to start with.
Lila (Kayur) really helped out. Even little things, like calling back when promised to do so.
We are now all fixed with a quality service and good speeds.
Thanks Lila and Kayur!
June 26, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for taking the time to share your experience.
I’m really sorry to hear things were a bit difficult at the start, but I’m genuinely pleased to know Kayur was able to support you and help get everything back on track. The small things, like calling back when promised, really do matter, so it’s great to hear that level of care made a difference.
It’s also fantastic to hear that everything is now resolved and you’re enjoying a reliable service with good speeds, that’s exactly the outcome we aim for.
I’ll make sure your kind words are passed on to Kayur and the wider team. I know it will mean a lot to them.
Thank you again for your patience and for sticking with us.
Kind regards,
Afruj Miah
Customer Service Team Leader
Marcus + Martin
We recently decided to upgrade our internet. Marcus + Martin were very friendly, done very quickly and efficiently. The internet is amazing would fully recommend Lila connect to everyone.
June 26, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your experience.
I’m really pleased to hear that your upgrade went smoothly and that Marcus and Martin delivered such a friendly, quick, and efficient installation. It’s great to know everything was set up without any hassle and that you’re now enjoying an amazing internet service.
I’ll make sure your kind words are passed on to Marcus and Martin, they’ll really appreciate the recognition.
Thank you also for your recommendation. It means a lot to us that you would confidently suggest Lila Connect to others.
Kind regards,
Afruj Miah
Customer Service Team Leader
Jay , outstanding customer care…
Jay, was polite, helpful, and knowledgeable.
Well spoken, easy to understand.
Explained everything.
Made renewing my contract with Lila very simple, giving great advice on available options.
Excellent customer service….
Would recommend…
June 26, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Jay provided such outstanding support. It’s great to know he was polite, helpful, and knowledgeable, and took the time to explain everything clearly to make the renewal process simple and stress-free for you. That level of care and clarity is exactly what we aim for.
I’ll make sure your kind words are passed on to Jay, he’ll really appreciate the recognition.
Thank you also for your recommendation. It means a great deal to us.
Kind regards,
Afruj Miah
Customer Service Team Leader
Overview of what to expect
Onboarding & Switching: The sign-up and switching process was incredibly quick, easy, and hassle-free, with highly competitive initial offers.
Installation: Handled by a third party, though I did have to reattach the wall box myself.
Performance & Hardware: Speeds are decent but comparable to other standard routers/providers. The hardware offers great visibility and control, but has noticeable dead spots even in a small property (Brick house so understandable in my proptery). (Tip for Lila to management: Don't immediately try to upsell customers when addressing coverage issues).
App Access: Non-existent, likely to keep costs down, but not a dealbreaker.
Customer Service & Support: Highly inconsistent. Web ticketing is frustrating; agents frequently close tickets immediately after replying, regardless of whether the issue is resolved, often ignoring details. For reference I waited 2 days for a response and my other ticket was closed within 1-2 hours for not responding (Refs: 313181 & 308440). It took a cancellation threat to finally get routed to proper technical support.
Technical Support: Once reached, tech support was great. Both the initial remote agent and Larry were pleasant, thoroughly reviewed the notes, and were genuinely helpful.
Summary: A decent provider with solid technical staff, but the front-line digital customer service needs a massive overhaul.
June 25, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for taking the time to provide such a detailed and balanced review. We really appreciate you sharing both the positives and the areas where you feel we need to improve.
I'm pleased to hear that your onboarding experience was quick and hassle-free, and that once you reached our technical support team, both the remote agent and Larry were able to provide the level of service you deserved. I'll make sure your kind words are shared with them, they'll be delighted to hear your feedback.
That said, I'm genuinely sorry that your experience with our customer service and ticketing process fell short of expectations. I completely understand how frustrating it must have been to wait for responses, have tickets closed before your issue was resolved, and feel that you had to consider cancelling before reaching the right team. That's not the experience we want any of our customers to have.
I also appreciate your feedback regarding Wi-Fi coverage and your suggestion about avoiding an immediate upsell when customers report coverage issues. Feedback like this is invaluable, and I've made sure your comments are shared with the relevant teams as we continue to improve both our service and support processes.
Thank you again for your honest feedback. Reviews like yours help us identify where we're getting things right and, just as importantly, where we need to do better. We hope we'll have the opportunity to provide you with a much smoother experience going forward.
Kind regards,
The Lila Connect Team
Brilliant service
I spoke to Antony about upgrading my speed and he was extremely helpful, professional and efficient, he arranged the upgrade and installation instantly with absolutely no drama ( I hope Virgin and Sky see this). Whenever I speak to Lila staff I am amazed at the responsiveness and knowledge they bring to the enquiry and Antony is no exception. Brilliant response time and attitude. Well done Antony and Lila and a huge Thank You to all the call centre staff.
June 25, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share such a fantastic review.
I’m really pleased to hear that Antony was able to support you with your upgrade in such a professional, efficient, and straightforward way. It’s great to know everything was arranged quickly and without any hassle, and that he made the whole process easy for you.
I’m also really glad to hear your wider experience with our team has been consistently positive. We put a lot of emphasis on responsiveness and product knowledge, so it’s genuinely rewarding to hear that reflected in your interactions.
I’ll make sure your kind words are passed on to Antony and the wider call centre team, they’ll really appreciate the recognition.
Thank you again for your support and recommendation.
Kind regards,
Afruj Miah
Customer Service Team Leader
Insalation
Everthing was fantastic from start to finish the team who attended went the extra mile would highly recomend more than pleased with everything.
June 22, 2026
Reply from LilaConnect UK
Hi Peter,
Thank you so much for taking the time to leave your feedback.
I’m really pleased to hear that everything went so well from start to finish, and that the team went the extra mile for you. It’s great to know you were more than pleased with the service you received—that’s exactly what we aim for.
We really appreciate your recommendation and your kind words. I’ll make sure your feedback is shared with the team so they can see the impact of their work.
Thank you again for choosing Lila Connect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Satisfied customer
Marcus and Martins arrived bang on time.Very friendly guys,explained everything that they would need to do within our package upgrade.Left no mess at all.Really helpful and were very happy to explain any questions.A trustworthy team,this is exceptional to experience in today's faceless world.Keep up the good work,well done.5 stars
June 24, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share such a thoughtful review.
I’m really pleased to hear that Marcus and Martins delivered such a positive experience during your package upgrade. It’s great to know they arrived on time, took the time to explain everything clearly, worked neatly, and were happy to answer your questions. That level of care and professionalism is exactly what we aim for.
Your comments about them being trustworthy and making the experience feel personal really mean a lot. We work hard to make sure our service doesn’t feel “faceless,” so it’s genuinely rewarding to hear that reflected in your experience.
I’ll make sure your kind words are passed on to Marcus and Martins—they’ll really appreciate the recognition.
Thank you again for your 5-star review and for choosing Lila Connect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Russ Technical Support Team
Russ from the technical support team was very knowledgeable and answered all my queries efficiently and solved my issue promptly. Thank you Russ 😊
June 24, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Russ was able to support you so effectively. It’s great to know he was knowledgeable, answered your queries clearly, and got your issue resolved promptly—that’s exactly the standard we aim to deliver in our technical support team.
I’ll make sure your kind words are passed on to Russ. He’ll really appreciate the recognition.
Thank you again for your lovely comments and for choosing Lila Connect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Kayur from senior tech and Jayed
Kayur from senior tech and Jayed, great lads sorted me out without issue offered me a drink when we were resetting the router. Couldn’t have asked for a better set of guys to come and help with the problem.
Issue started with drop outs for Kayur and Jay rang me said they updated the software on the old router then seen which service I was paying for (2.5GB) rang me again to ask if they can stop by to give me a new router that would benefit from the speeds I was paying for within the hour there here cracking jokes with my self having a really nice chin wag about the World Cup last night. 10/10 would recommend these guys ! Even hooked me up with 2 months free due to the past on going issues with the hardware/software
June 24, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share such a fantastic and detailed review.
I’m really pleased to hear that Kayur and Jayed were able to turn things around for you so quickly and professionally. It sounds like they not only resolved the drop-out issues efficiently, but also took the time to make the whole experience relaxed and friendly, which is exactly the kind of service we aim to deliver.
It’s great to hear they reviewed your setup properly, ensured you were on the right hardware for your 2.5Gb service, and came out within the hour to get everything upgraded for you. I’m also glad they took care of the compensation for the earlier issues; that’s an important part of making things right when problems arise.
Most of all, it’s lovely to hear that they made the visit enjoyable and personable as well as technical, building that kind of rapport really does make a difference.
I’ll make sure your kind words are shared with both Kayur and Jayed. I know they’ll really appreciate your feedback.
Thank you again for your recommendation and continued support.
Kind regards,
Afruj Miah
Customer Service Team Leader
Lila Connect Broadband Upgrade…
Marcus and Martin came to upgrade my Lila Connect broadband. They were both amazing, took their shoes off at the door and had the internet up and running in no time. Very nice lads, a credit to Freedom Fibre.
June 23, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Marcus and Martin provided such a positive experience during your upgrade. It’s great to know they were efficient, respectful in your home, and had everything up and running in no time. Small details like taking their shoes off at the door really do reflect the care and professionalism we aim for.
I’ll make sure your kind words are passed on to Marcus and Martin, they’ll really appreciate the recognition.
Thank you again for your support and for choosing LilaConnect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Great communication from them,the…
Great communication from them,the installation lads were on time,very friendly and quick,no issues with the Internet so far,very pleased.
June 18, 2026
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that everything went smoothly with your installation and that the team arrived on time, were friendly, and got everything set up quickly. It’s also great to know your connection has been working well so far and that you’re very pleased with the service.
I’ll make sure your kind words are passed on to the installation team, they’ll really appreciate the recognition.
Thank you again for choosing LilaConnect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Great installation team
After a few delays of which I was kept updated , the installation was completed today by Nikki and Cavan,they were friendly, efficient and explained the process clearly,the site was left spotless ,and the equipment was up and running before they left ,thankyou both
June 23, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that, despite the earlier delays, you were kept well informed throughout and that the installation was completed smoothly today by Nikki and Cavan. It’s great to know they were friendly, efficient, and took the time to clearly explain the process to you.
I’m also glad to hear they left everything clean and tidy and made sure your equipment was fully up and running before they left, that’s exactly the standard we aim for.
I’ll make sure your kind words are passed on to Nikki and Cavan. They’ll really appreciate the recognition.
Thank you again for your patience and for choosing LilaConnect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Dont signup
No after service, no response on helpline
Speed decline post cooling ooff period
June 13, 2026
I've had 2 of you engineers at my house…
I've had 2 of you engineers at my house to installed the internet upgrade they have done a fantastic job, you need more engineers like Marcus and Martin.Nice 1 lads
June 23, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Marcus and Martin did a fantastic job with your internet upgrade. It’s great to know the installation went smoothly and that you were happy with the service they provided.
I’ll make sure your kind words are passed on to them, they’ll really appreciate the recognition.
Thank you again for your support and for choosing LilaConnect.
Kind regards,
Afruj Miah
Customer Service Team Leader
I had Martins and Marcus come out to…
I had Martins and Marcus come out to install my internet and they were really friendly and did a really good job and even helped to put my stuff back which was really nice of them
June 23, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for taking the time to share your feedback.
I’m really pleased to hear that Martins and Marcus provided such a positive installation experience. It’s great to know they were friendly, did a good job, and even went the extra mile to help put things back in place for you, that kind of care and attention really makes a difference.
I’ll make sure your kind words are passed on to them, they’ll really appreciate the recognition.
Thank you again for choosing LilaConnect and for your lovely feedback.
Kind regards,
Afruj Miah
Customer Service Team Leader
Amazing lady and the guy I spoke to…
Amazing lady and the guy I spoke to today brilliant and he went above and beyond
June 22, 2026
Unprompted review
Reply from LilaConnect UK
Hi Barry,
Thank you for your kind words!
We’re really pleased to hear our team went above and beyond and made such a positive impression. We’ll be sure to pass on your feedback.to Kaia & Russ.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Janet,
Thank you for your feedback!
We’re really pleased to hear everything went well and that you found the LilaConnect set up efficient.
Kind regards,
Customer Support Team 💜
Kayur was professional and very…
Kayur was professional and very helpful. Seems to have dorted my problem. After nearly a week of losing fsith in lilaconnect Kayur has gone a long way to restoring it
June 22, 2026
Unprompted review
Reply from LilaConnect UK
Hi Derek,
Thank you for taking the time to share your feedback.
We’re really pleased to hear Kayur was able to resolve the issue and help restore your confidence in the service. We’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
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