LilaConnect UK Reviews 2,122

We had our internet installed today my Martin and Marcus, they were incredibly professional and really helpful talking us through the entire process and our next steps

Lightning quick

I just wanted to share how impressed I am with the service I received from Lila Connect today. From start to finish, the experience was smooth, professional, and genuinely pleasant.

The engineers, Luke and Jakub, arrived on time. Luke was extremely courteous, and clearly knew exactly what he was doing. He took the time to explain the process, answered all my questions patiently, and made sure everything was set up perfectly before leaving. It’s rare to come across such a combination of efficiency and friendliness.

What really stood out was that he went above and beyond by helping me install my doorbell as well. That wasn’t part of the job, and it meant a lot—especially since most people don’t take the time to do those extra little things. It really shows a genuine commitment to customer satisfaction.

The connection itself was completed quickly and without any issues, and everything is working brilliantly. It’s clear that Lila Connect takes pride in both their service and their customer care.

A big thank you to the team for making what could have been a stressful process completely hassle-free. I wouldn’t hesitate to recommend Lila Connect to others!

Great customer service
Excellent WiFi
no lag when playing in the States servers.
Whoever the person was who spoke to me on the phone afew days ago, she needs a raise.

Very helpful easy to understand and didn't feel rushed or stupid, very knowledgeable and after running tests and making sure all was sorted my connection was as it should be and I feel like it's all had an MOT lol well done for such good support.

Helpful & friendly from sales right through to the installation & certainly not pushy.

I actually had a pretty torrid time with this company during my onboarding with poor communication generally.

However, what has caused me to leave this review are the engineers who came out to fix my problem. Marcus and Martins. Couple of friendly professional blokes. Came in and sorted the issue and made sure it was fixed before leaving. Id give them both a 5 star. Ive gave it a 4 because of the general poor service up to their involvement. But them pair deserve the praise.

This service is very good I have being with other ones and bring cut off a number of time in a month with Lila connect it dose go down but not very likely over all of the service very good

Great service all around , luke and nikki did the installation both was polite and did a really good job.

This brand is a scam, people are giving them such lovely reviews when they fined us for £100 , as they were supposed to come for a survey and I am always home they knocked on our door very lightly and didnt ring the doorbell at all went without trying to see if anyone is at home and went ahead to fine us so please be aware when they ask to come for a survey.

Kayur was very thorough and professional and stayed on the phone until the whole thing was sorted out. He was very knowledgeable and explained thet the system was seeing my wireless access point as the main router, after the system maintenance work over the last few days.

I just had my new broadband installed by **Sami and Talha** from LilaConnect, and I couldn't be happier with the service.
From the moment they arrived, they were professional, polite, and extremely efficient. They took the time to explain exactly where the fiber line would enter the house and made sure the internal setup was placed exactly where I wanted it for the best coverage.
The installation was incredibly neat—they clearly take pride in their work and left the area spotless. Once the hardware was up and running, they stayed to ensure the connection was stable and helped me get my devices registered.
It’s rare to get such high-quality, friendly service these days. If you’re getting LilaConnect installed, you’re in great hands if Sami and Talha show up at your door. Top-tier work!

I was with Virgin for years, constant bandwidth throttling and systems going down. Finally decided on Lila Connect. Staff on the phone were friendly and really helpful. The engineers installed the equipment quickly and cleaned up afterwards. And the broadband has been flawless so far (4 months in) Super high speed, zero throttling and only 1 outage for maintenance which was done overnight so there was no actual disruption. Wish I'd gone with them sooner!

Edited review (3/5 stars):

I have to give credit where it's due. Kayur gave me a call and helped me to diagnose the problem with my download speeds. He could see on his end that the connection to LAN 1 was limited to only 100Mbps. Turns out I have a faulty TP Link network switch, which despite being advertised as a 1Gb switch, was limiting my speed.

The packet loss and outage issues however are unrelated to the faulty switch and is entirely on Lila's end, so I'll be monitoring that over the next week or so. Kayur assured me that recent maintenance should have fixed that issue.

Original review (1/5 stars):

I've been subscribed to Lila for about a year. At first, nothing seemed immediately wrong. Speeds and connection were about as advertised.

Fast forward to now, and for the last few months I've been experiencing:

- Severe packet loss issues every single evening (peak hours), which makes online gaming impossible
- Random outages during the day, which is completely unacceptable for somebody who works from home

Their customer support is absolutely shocking - takes over a week to get a half-arsed reply with assurances of "improvements to the network" which never come.

Just feel completely mis-advertised on the service and not respected as a customer whatsoever.

I cannot recommend this ISP to anybody. Please look elsewhere, such as Zen Internet.

Very nice and helpful young man ,took the time to explain to me what I needed to do

Lila USE to be good, then the services went down, no communication to customers, nothing on the website, unable to reach support staff. They are installing new fibre lines in the are and i think i will transfer over to them, Lila either you improve or you are going to lose ALOT of customers. WFH and having no update is terrible. Quick to take your money, not quick to repair the issues.

Internet went down around 2pm - tried calling support, nothing. Tried going on the live chat, nothing. No way at all to contact support - no communication from Lila via email or SMS either (which they said they will do on their support page if it goes down)

Internet eventually came back around 8pm. For people who rely on their service to work from home, this is unacceptable. Yes internet can go down for a number of reasons, but it's the customer service and lack of communication that is the issue here.

Do better. Looking to move away to a different company now.

After waiting for installation of the broadband we've now been told they can't fit the wire because there's a blockage when told it could be a long wait i tried to get in touch with lila 4 times yesterday you've got no chance as I'm not in service yet I just want them to get there box back the red flag is you can't contact them they're terrible the worst people I've tried to deal with

Updating my original review- we had frequent Internet outages since we have started due to the install not being carried out correctly. We were promised 1000 mbps but rarely got that. There was a broad outage in our area and we had a three day outage with no communication and no updates. Finally we got through because their customer service is only available until 6pm and we raised a ticket with no response. When I did get through to customer service, Lenny was excellent and helped me restore service with their engineers arriving the next morning, Luke and Jakub who were nice and explained things clearly. I was quite distraught for the three days but I think they are a relatively excellent when you can get through. Thank you for helping me I am extremely grateful, and I think having more customer communication and visibility of outages on the website/social media/email would be beneficial. I will be staying now that we realised the issue and had a positive experience.

The process of installation was quick and easy. The Customer Service Team and Installers listened to my concerns about coverage and came up with a solution that works.
The speed is good 👍 and I have been able to work from home without any problems.
Lila is local company and offer good value for money service.