I raised a ticket due to my internet not working. It then took several more messages and days, and another ticket being raised to make a complaint for Lila to get back to me. The engineer they sent wa... See more
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Review summary
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What people talk about most
Reviews shaping this summary
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
Nikki and Adam attended our house today to upgrade our Internet. They were both brilliant! Explained everything they were going to do and why etc. Really polite, friendly and definitely went above and... 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
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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
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 week
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Reply from LilaConnect UK
Hi Rihane,
Thank you for the lovely 5‑star review 🌟
We’re really pleased to hear Cavan was polite, did amazing work, and brought some fun along with it — we’ll be sure to pass this on to him!
Kind regards,
LilaConnect Customer Support Team 💜
Great work Shaun S and Marcus R
We lost our internet due to what appears to be vandalism. Wasn’t long before we had a visit from their engineers who soon had us up and surfing again. Many thanks to Marcus R and Shaun S for a great job. Very polite and professional team 👍👍
March 18, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for the brilliant 5‑star review!
We’re really pleased Shaun S. and Marcus R. got you back online quickly after the vandalism. Great to hear you found them polite, professional, and helpful throughout.
We truly appreciate you taking the time to share this.
Kind regards,
LilaConnect Customer Support Team 💜
Fantastic Customer service Skills
Fantastic Customer service Skills
Very warm greeting, Quick brief of what needed to be done, Got on with the Job & services were quickly restored
Thanks Lads
Shaun S & Marcus R
March 18, 2026
Unprompted review
Reply from LilaConnect UK
Hi Samantha,
Thank you for your fantastic 5‑star review! We’re so glad to hear that Shaun S. and Marcus R. gave you such a warm, professional service and got everything back up and running quickly.
We really appreciate you taking the time to share your experience.
Kind regards,
LilaConnect Customer Support Team 💜
Fantastic service from shaun.s & Marcus…
Fantastic service from shaun.s & Marcus R. Who had our Internet up back and running and my grandparents in the area shortly after the box was vandalised in our area. Can't fault them, profesional & friendly and our little one is happy that he can watch 'Danny Go' again (as are we). thanks both and to the engineer who came out the previous day who investigated the issue.
March 18, 2026
Unprompted review
Reply from LilaConnect UK
Hi Lyndsey,
Thank you for your wonderful 5‑star review! We’re delighted that Shaun S. and Marcus R. got you and your grandparents back online so quickly after the vandalism. It’s great to hear they were friendly, professional, and that Danny Go is back on the screen!
We’ll also pass on your thanks to the engineer who attended the previous day.
Kind regards,
LilaConnect Customer Support Team 💜
Really lovely, helpful staff
Ok, so im a new customer. I had originally put a review reflecting my shock. Since this has been rectified really quickly by Nikki and Keith, who have come out and sorted the issue straight away, Both were really lovely and apologetic, im now left with only good things to say, and really pleased to know this company does care about its customers and their company. Thanks very much Nikki and Keith :)
March 18, 2026
Unprompted review
Reply from LilaConnect UK
Hi Tiffany,
I’m really sorry to read this — what you’ve described isn’t acceptable, and I completely understand your concerns, especially with young children at home.
One of our team will be in touch shortly to collect the photo evidence and this will be escalated immediately so we can investigate and rectify as a priority.
Thank you for raising this to our attention and updating your review, we do care and glad you are really pleased Nikki and Keith resolved this promptly.
Kind regards,
LilaConnect Customer Support Team 💜
Shaun S came out to repair our…
Shaun S came out to repair our connection and he was excellent. Shaun was able to explain what he was doing at every step of identifying and fixing the issue which made us feel comfortable and he was really friendly and knowledgeable. Thank you!
March 16, 2026
Unprompted review
Reply from LilaConnect UK
Hi Lisa,
Thanks for your 5‑star review! ⭐
We’re really pleased to hear Shaun was able to clearly explain each step while identifying and fixing the issue, and that his friendly, knowledgeable approach helped put you at ease.
We’ll be sure to pass your kind thanks on to him 😊
Kind regards,
LilaConnect Customer Support Team 💜
Excellent service from the guys today
Excellent service from the guys today - Cavan & Adam explained what they were doing etc. Everything left neat and finished off way above my expectations today. Early days yet, but all working perfectly well so far.
March 17, 2026
Unprompted review
Reply from LilaConnect UK
Hi Richard,
Thank you for taking time to leave us a 5‑star review! ⭐
We’re pleased to hear Cavan and Adam explained everything clearly, left everything neat, and exceeded your expectations.
It’s great to know the service is working perfectly so far — we’ll be sure to pass your kind words on to our teams 😊
Kind regards,
LilaConnect Customer Support Team 💜
Very good perfect done good job well…
Very good perfect done good job well done/adam and /cavan
March 17, 2026
Unprompted review
Reply from LilaConnect UK
Hi Merdan,
Thanks so much for the 5‑star review! ⭐
We’re really pleased to hear everything went perfectly and that Adam and Cavan did a great job.
We’ll be sure to pass on your kind words to them 😊
Kind regards,
LilaConnect Customer Support Team 💜
Great service today from the team.
Great service today from Shaun S that came to fix a fibre that was cut by some road works. I was able to see how the fibre is connected which was really interesting. Pleased they could come out so promptly to fix the problem.
March 16, 2026
Unprompted review
Reply from LilaConnect UK
Hi Martin,
Thanks so much for the 5‑star review! ⭐
We’re really pleased to hear Shaun was able to attend so promptly and get everything fixed after the roadworks damage.
It’s great to know he took the time to explain how the fibre is connected too — we’ll be sure to pass on your kind words to him 😊
Kind regards,
LilaConnect Customer Support Team 💜
Very positive experience for install
Turned up on time, politely and friendly. Respected my home. Talked me through everything and had the job done within half an hour. Highly recommend. Extremely professional
March 16, 2026
Unprompted review
Reply from LilaConnect UK
Hi Lewis,
Thanks so much for the 5‑star review! ⭐
We’re really pleased to hear the engineer arrived on time, was friendly and respectful of your home, and had everything completed so quickly. It’s great to know you felt fully talked through the process and experienced such a professional service.
Thanks again for the recommendation, this means a lot to us! 😊
Kind regards,
LilaConnect Customer Support Team 💜
Great fast work from engineer Adam great quality
Great fast work from Adam great quality
March 16, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for the great 5‑star review 🌟
We’re really pleased to hear Adam delivered fast, high‑quality work — we’ll be sure to pass on your feedback.
Kind regards,
LilaConnect Customer Support Team 💜
Nikki and Keith came to set up my…
Nikki and Keith came to set up my connection and I can’t fault them at all. Turned up smiling, answered all my questions, was friendly with my son and Keith had even brought shoe covers with him in case I didn’t want shoes on the carpet. WiFi was up and running quickly and easily. I didn’t have to do a thing. I really liked that engineers came and sorted it all out for me rather than getting a box through the post and figuring it out myself.
March 13, 2026
Unprompted review
Reply from LilaConnect UK
Hi Darryen,
Thank you so much for the lovely 5‑star review 🌟
We’re delighted to hear Nikki and Keith made the whole experience so easy and comfortable — from answering your questions and being thoughtful in your home, to getting you up and running quickly. It’s great to know you appreciated having everything taken care of rather than needing to self‑install.
We’ll be sure to pass your kind words on to Nikki and Keith.
Thanks for choosing LilaConnect!
Kind regards,
LilaConnect Customer Support Team 💜
Great customer service and support
Great customer service and support, and great that we can also contact them by telephone, if necessary.
There have been some hiccups with the landline, from time to time, but this is usually soon resolved, and the general service has been reliable, and, on the whole, pretty good. Also, good value, compared to other unscrupulous companies, who, in my experience, are happy to rip off their customers and make it extremely hard to be able to contact them… Very glad that I switched over to LilaConnect. Wish I had done so much sooner.
February 28, 2026
Reply from LilaConnect UK
Hi,
Thank you so much for the thoughtful 5‑star review 🌟
We’re really pleased to hear you’ve found our service reliable, good value, and easy to get in touch with — especially by phone when needed. While occasional hiccups can happen, it’s great to know issues have been resolved quickly and that, overall, your experience has been a positive one.
We’re delighted you made the switch to LilaConnect and really appreciate your kind words.
Kind regards,
LilaConnect Customer Support Team 💜
The installation team.
The installation team turned up as planned and had previously phoned to check that it was still ok for them to arrive. When the team turned up they were very polite and informative on what they were going to do. Whilst working they had been very neat and tidy. The engineers name was Keith N. Since the install, there has been no issues and everything is running smoothly as would be expected. Highly recommended.
December 3, 2025
Reply from LilaConnect UK
Hi Mr Day,
Thank you for the fantastic 5‑star review 🌟
We’re delighted to hear the installation went smoothly from start to finish and that Keith N kept you well informed while working neatly and professionally. It’s great to know everything has been running perfectly since.
Thank you for the recommendation — it really means a lot to our team.
Kind regards,
LilaConnect Customer Support Team 💜
Great service from Lila
Great service from Lila, would highly recommend. Adam who did the installation was brill and very helpful getting us up and running. Would highly recommend.
March 11, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for the brilliant review 🌟
We’re really pleased to hear you received great service and that Adam was brilliant and helpful in getting you up and running.
Your recommendation means a lot to us.
Kind regards,
LilaConnect Customer Support Team 💜
Reply from LilaConnect UK
Hi,
Thank you for the great feedback 🌟
We’re really pleased to hear our support team agent Mohamed was patient, knowledgeable, and thorough — we’ll be sure to pass this on to him.
Kind regards,
LilaConnect Customer Support Team 💜
Installation went like clockwork
Installation went like clockwork, neat and tidy too.
March 9, 2026
Unprompted review
Reply from LilaConnect UK
Hi Phil,
Thanks for the 5‑star review 🌟
Great to hear the install went smoothly and was kept neat and tidy.
Kind regards,
LilaConnect Customer Support Team 💜
Great once they responded
I raised a ticket due to my internet not working. It then took several more messages and days, and another ticket being raised to make a complaint for Lila to get back to me. The engineer they sent was fantastic however (Shaun S) and he solved the problem really quickly. He was clear explaining what the problem was and what he did to make sure it wouldn't happen again.
March 10, 2026
Unprompted review
Reply from LilaConnect UK
Hi F O,
Thank you for your feedback. We’re sorry it took longer than it should have to get back to you.
We’re really pleased to hear Shaun S resolved the issue quickly 🛠️ and clearly explained the fix. We’ll be sure to pass on your kind words.
Kind regards,
LilaConnect Customer Support Team 💜
Very easy process and a super quick…
Very easy process and a super quick install from Adam and his team.
March 10, 2026
Unprompted review
Reply from LilaConnect UK
Hi Fran,
Thank you for the fantastic 5‑star review 🌟
We’re really pleased to hear the process was easy and that Adam and his team provided a super quick install. That’s exactly the experience we aim to deliver.
Thanks for choosing LilaConnect!
Kind regards,
LilaConnect Customer Support Team 💜
We had an engineer come out this…
We had an engineer come out this morning his name was Shaun S. He couldn’t have been more polite or informative. Pleasure to meet and a credit to the freedom fibre company
March 10, 2026
Unprompted review
Reply from LilaConnect UK
Hi Shiri,
Thank you for the fantastic 5‑star review 🌟
We’re delighted to hear Shaun S was polite, informative, and a pleasure to meet. It’s great to know he made such a positive impression — we’ll be sure to pass it on to him.
Kind regards,
LilaConnect Customer Support Team 💜
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