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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
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
Company replied
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
4.4
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Customer service is beyond…
Customer service is beyond disappointing, the staff are rude and unhelpful and that’s if they even bother to contact you when you have an issue, more often than not you won’t get a response to your ticket and it will be automatically closed. I was promised a free booster and 3 months free internet, as I’d paid for the first 3 months but rarely ever has service in my house and couldn’t even connect to 4G, when it came to me free 3 months I didn’t get it they still took payments and told me I’d already had my free 3 month period, so I called and was left on hold for half an hour then was hung up on! When I finally got a response id had just enough and admittedly lost my ever loving mind and it was only then they told me they were incorrect and I’d be granted the 3 months free period, I cancelled my account straight away as I can no longer stand to be with such a heartless company that fuel you to such anger before assisting. They are the worst broadband provider for their customer services so I hope you never have to use them. No doubt I’ve not heard the last of these thieves and they’ll come back for more money.
March 19, 2026
Reply from LilaConnect UK
Hi Tiffany,
We apologies for the poor experience you’ve had — the lack of updates, incorrect information, and issues with your promised credits shouldn’t have happened.
Kind regards,
LilaConnect Customer Support Team 💜
The speed is great they always let me…
The speed is great they always let me know when a bill is coming up no issues with connection
March 19, 2026
Reply from LilaConnect UK
Hi Claire,
Thank you for the brilliant 5‑star review!
We're really pleased to hear your speeds are great, billing reminders are clear, and your connection has been running with no issues. It’s lovely to know everything has been smooth for you.
Kind regards,
LilaConnect Customer Support Team 💜
Lila great, Trustpilot rubbish.
On February 28th I tried to post a positive review of Lila with 5 stars on Trustpilot. I am 67 and not very tech savvy and I wanted to say thanks for all their help, especially Katie. For some reason Trustpilot removed this review claiming …
“We use a strong combination of dedicated people and clever technology to safeguard our platform and detect suspicious reviews”.
They informed me of this on email and invited me to appeal against their and to cite documentary evidence of my interactions with Lila. I replied to the email attaching evidence only to receive an “undelivered” reply. I then posted the same review on March 1st. Again, it was removed.
Today March 21st I can see my reviews on the site but they are flagged “removed”.
Now, as I said, I am not very tech savvy but it seems to me that the “dedicated people and clever technology” at Trustpilot are falling down on the job and could learn a lot from Lila.
February 23, 2026
Unprompted review
Happy with Lila.
It's the best choice available. Of course in Europe they have even better in terms of speed.
March 14, 2026
Reply from LilaConnect UK
Hi Todor,
Thanks so much for the brilliant 5‑star review! 🌟
We’re really glad you’re happy with LilaConnect and feel you made the right choice.
You’re absolutely right — some parts of Europe do offer ultra‑high speeds, and we’re continually expanding and upgrading our network so we can bring even more performance and value to customers here in the UK.
Thanks again for choosing us — we really appreciate it!
Kind regards,
LilaConnect Customer Support Team 💜
Great Tech Support
Great Tech Support
Am having the 1gb installed in April and needed advice on using work telephone at home, Kayur from the 2nd Line team rang me and went through a couple of options
March 20, 2026
Unprompted review
Reply from LilaConnect UK
Hi Kevan,
Thank you for the brilliant 5‑star review!
We're really pleased to hear Kayur from our 2nd Line team was able to give you the advice you needed ahead of your 1Gb installation. It’s great to know he talked you through the options and supported your work‑from‑home setup. We'll be sure to pass on this feedback.
Kind regards,
LilaConnect Customer Support Team 💜
2 year renewal
Already had Lila Connect for 2 years and just renewed for another 2! I remember the installation being faultless and the guys who came did a great job and gave options and listened to what I wanted.
Had one minor issue at the start of the initial connection but after an in depth conversation with the tech team we diagnosed it to an issue with a WiFi booster I was using (nothing to do with Lila) and he offered advice and recommendations for what to use and also offered a follow up if required!
Overall faultless service and support when required.
March 20, 2026
Unprompted review
Reply from LilaConnect UK
Hi Josh,
Thank you for the fantastic 5‑star review!
We’re really pleased to hear your installation was faultless and that our engineers listened to what you needed. It’s great to know you’ve had two years of reliable service and chose to renew for another two!
We’re also glad the tech team were able to help diagnose the booster issue and offer the right advice — that’s exactly the support experience we aim to deliver.
Kind regards,
LilaConnect Customer Support Team 💜
Great Experience
After a slight mix up of the date visiting, Luke was very helpful and waited for me to get home so that I could have my internet fitted.
Luke was very patient, pleasant and helpful.
A very positive experience!
Thank you!
March 20, 2026
Unprompted review
Reply from LilaConnect UK
Hi Emily,
Thank you for the lovely 5‑star review!
We’re really pleased to hear Luke was so patient, helpful, and accommodating after the mix‑up — and that he made the installation a positive experience for you.
We truly appreciate you sharing your feedback.
Kind regards,
LilaConnect Customer Support Team 💜
arrived early sorted in no time
Shaun.s arrived early very friendly and polite, sorted my board band problem in no time. Thanks.
March 20, 2026
Unprompted review
Reply from LilaConnect UK
Hi Lisa,
Thank you for the lovely 5‑star review!
We’re so pleased to hear Shaun S. arrived early, was friendly and polite, and got your broadband issue sorted quickly.
We really appreciate you taking the time to share your experience.
Kind regards,
LilaConnect Customer Support Team 💜
From my initial call to installation…
From my initial call to installation and the refer a friend was simple and hassle free. When it was installed the connection has been brilliant with only one night of interruptions.
March 8, 2026
Reply from LilaConnect UK
Hi Nick,
Thank you for the great 5‑star review!
We're really pleased to hear your journey — from first call to installation — was simple and hassle‑free, and that your connection has been brilliant since.
We appreciate you sharing your experience with us.
Kind regards,
LilaConnect Customer Support Team 💜
First class emergency aftercare.
Well, when your broadband goes down, that's a thing, and is what happened to me with my usually reliable Lila service. When that happens, the aftercare service becomes the most important thing, and Lila's excellent engineers Shawn and Keith got to me almost 24 hours ahead of schedule and had everything up and running again in about an hour (problem was a physical one at the cabinet caused by a third party). This is what you want ie when you're down, you want your broadband emergency service to be right there and they were .
March 19, 2026
Unprompted review
Reply from LilaConnect UK
Hi David,
Thank you for your fantastic 5‑star review!
We’re really glad to hear that Shawn and Keith reached you ahead of schedule and got everything restored so quickly. Even when unexpected third‑party issues occur, our goal is exactly what you described — to be there fast and get you back online with minimal disruption.
We really appreciate you taking the time to share your experience.
Kind regards,
LilaConnect Customer Support Team 💜
My broadband was fitted by Luke
My broadband was fitted by Luke, everything perfect. No complaints
March 20, 2026
Unprompted review
Reply from LilaConnect UK
Hi Rijo,
Thank you for the brilliant 5‑star review!
We’re really pleased to hear everything went perfectly with your installation and that Luke provided a faultless service.
We truly appreciate you taking the time to share your feedback.
Kind regards,
LilaConnect Customer Support Team 💜
Lila connect fitting
I had Lila fitted at my property by Shaun S, everything went perfect, no issues and all done with all mess cleaned that he made, extremely professional and a credit to the company.
September 19, 2025
Unprompted review
Reply from LilaConnect UK
Hi Selim,
Thank you for the fantastic 5‑star review!
We’re delighted to hear Shaun S. provided a smooth, professional installation and left everything clean and tidy.
He’ll be thrilled with your feedback — he’s a real credit to the team.
Kind regards,
LilaConnect Customer Support Team 💜
Great service from Cavan and Adam
Great service from Cavan and Adam. Arrived on time and were very professional. Overall I was very impressed.
So far so good
March 19, 2026
Unprompted review
Reply from LilaConnect UK
Hi Rino,
Thank you for the brilliant 5‑star review!
We’re really pleased to hear Cavan and Adam arrived on time, provided professional service, and left you feeling impressed. We’re glad everything is running smoothly so far.
Kind regards,
LilaConnect Customer Support Team 💜
Shaun.s was amazing found and fixed the…
Shaun.s was amazing found and fixed the problem with my WiFi straight away and he is a very nice guy
March 19, 2026
Unprompted review
Reply from LilaConnect UK
Hi Kyle,
Thank you for the fantastic 5‑star review!
We’re really pleased to hear Shaun S. found the issue quickly and got your Wi‑Fi back up and running — and that he made a great impression too. We really appreciate your feedback!
Kind regards,
LilaConnect Customer Support Team 💜
Shaun. S
Shaun. S came out to repair my fibre cable. Was very polite and efficient. Already recommended lila to family as this has been the only issue I have had within 18 months and he quickly sorted it within my availability.
March 19, 2026
Unprompted review
Reply from LilaConnect UK
Hi Tammy,
Thank you for the lovely 5‑star review!
We’re so pleased to hear Shaun S. was polite, efficient, and got your fibre repaired quickly.
We really appreciate your recommendation — it means a lot to us.
Kind regards,
LilaConnect Customer Support Team 💜
Reply from LilaConnect UK
Hi Jason,
Thank you for the brilliant 5‑star review! We're delighted to hear Cavan and Adam provided excellent service.
We really appreciate you taking the time to share your feedback.
Kind regards,
LilaConnect Customer Support Team 💜
Reply from LilaConnect UK
Hi,
Thank you for the 5‑star review 🌟
We’re glad to hear the Cavan's service was polite, quick, and even brought a bit of humour along the way.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Leyton,
Thank you for the 5‑star review 🌟
We’re really pleased to hear Cavan was polite, pleasant, and got the job done quickly — we’ll be sure to pass your feedback on.
Kind regards,
Customer Support Team 💜
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 💜
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.