I have had an open support ticket since 30 June with zero response. Even worse, they repeatedly close my support tickets without replying or fixing the issue.Lila Connect has previously asked me to de... Ver mais
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Veja o que dizem as avaliações
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... Ver mais
A empresa respondeu
Been with the company since it rolled out in Stoke. Generally very reliable and fast. The support is UK based and normally fixes the issue. I have recently upgraded, had to have some new kit, excellen... Ver mais
A empresa respondeu
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... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
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
Informações de contato
4,5
Excelente
2 mil avaliações
Pede aos clientes que avaliem
Esta empresa convida seus clientes a deixarem avaliações, sejam elas positivas ou negativas
Respondeu a 91% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
I had the pleasure of speaking with…
I had the pleasure of speaking with Kayur from the Senior 2nd Line team regarding the network issues I was experiencing, and I can’t recommend him highly enough.
Kayur has consistently gone above and beyond. When I first joined Lila Connect three years ago, he was incredibly helpful in getting everything set up. More recently, when my modem turned out to be faulty, instead of making me wait several days for a replacement, he personally came out and swapped it for a new one.
That level of dedication and customer care is rare to find. Kayur genuinely cares about his customers and always takes the time to ensure everything is working as it should. If that’s not outstanding customer service, I don’t know what is.
Thank you, Kayur, for your professionalism, kindness, and exceptional support over the years. You’re a real credit to the Senior 2nd Line team and to Lila Connect.
29 de junho de 2026
Avaliação não solicitada
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to leave such a thoughtful review. Reading feedback like yours genuinely means a lot to us.
I'm delighted to hear about the support Kayur has provided over the years. It's clear from your experience that he has consistently gone the extra mile, from helping you get set up when you first joined us to personally replacing your faulty modem so you weren't left waiting. That level of commitment is exactly the kind of service we strive to provide, and I'm so pleased it made such a positive difference.
I'll make sure your kind words are shared with Kayur and the Senior 2nd Line team. I know he'll be incredibly grateful to receive such heartfelt recognition, and I'm sure it will mean a great deal to him.
Thank you not only for your lovely comments but also for choosing Lila Connect over the past three years. Your continued trust and support are something we truly value, and we're grateful to have you as a customer.
Kind regards,
Afruj Miah
Customer Service Team Leader
Excellent service
Excellent service, only has 1 issue in over a year and it was dealt with quickly and efficiently
29 de junho de 2026
Avaliação não solicitada
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to leave us a review.
I'm really pleased to hear that you've had such a positive experience with our service over the past year. It's great to know that the one issue you experienced was resolved quickly and efficiently, and that we've been able to provide the reliable service you expect.
Your feedback means a lot to the whole team, and we're grateful that you've chosen Lila Connect. We look forward to continuing to provide you with the same level of service for many years to come.
Kind regards,
Afruj Miah
Customer Service Team Leader
I’m once again so impressed by the…
I’m once again so impressed by the professionalism of Kayur Patel. He followed an issue for me to its conclusion and was as good as his word during a small issue I had with my Lila connection. I must admit I have not had any issues over the last 2 years of having Lila they have been great . But this small issue I had this time was sorted swiftly and professionally by Kayur Patel . It is great to know if I do ever have an issue there are professionals at Lila to help me through . Great job thank you Kayur .
29 de junho de 2026
Avaliação não solicitada
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share such kind and thoughtful feedback.
I'm really pleased to hear that Kayur was able to support you and see your issue through to a successful conclusion. It’s especially great to know that he kept you updated, followed through on his word, and resolved everything swiftly and professionally. That level of consistency and care is exactly what we aim for.
It’s also wonderful to hear that, over the past two years, your experience with Lila Connect has been a positive one overall. Even when small issues do arise, knowing they are handled well and with confidence is really important, and I'm glad Kayur was able to provide that reassurance for you.
I’ll make sure your kind words are shared with Kayur, he’ll really appreciate the recognition.
Thank you again for your continued trust and support.
Kind regards,
Afruj Miah
Customer Service Team Leader
Ok well Russ Tech an absolute gent for…
Ok well Russ Tech an absolute gent for sure it seems as though I unknowingly split my net connection but this gentleman sorted me out in no time. The service from the tech department top marks and someone buy Russ an ice cream as he deserves it.
Now then Katie and I hope I’ve spelt your name right she also has been an absolute angel by getting the ball rolling and what a pleasure it was to talk to her she also sorted out things for the next 2yr cycle many thanks Katie also I will mention Customer service for they also did their part as well the is now resolved the solution also was sorted ( my fault but didn’t know it).
So LILA CONNECT once more the problem has been sorted 110% I’m so very happy to still be apart of this net work and more than happy to stay connected thank you one and all👏👏👍👍👍👍❤️
29 de junho de 2026
Avaliação não solicitada
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share such a detailed and positive message. It really means a lot to read feedback like this.
I'm really pleased to hear that Russ was able to quickly identify and resolve the issue for you. It sounds like he got things sorted without any fuss at all, and I’m sure he’ll really appreciate your kind words (and I agree, an ice cream definitely sounds well deserved!).
It’s also lovely to hear your feedback about Katie. I’m glad she made such a positive impression and was able to get everything moving smoothly for you, including setting things up for the next cycle. I’ll make sure your comments are passed on to her as well.
Thank you as well for recognising the wider customer service team. It’s always great to know when everything comes together to get things resolved properly, especially when the root cause turns out to be something simple.
Most importantly, I’m really pleased everything is now fully resolved and that you’re happy to stay connected with us. That’s exactly the outcome we aim for.
Thanks again for your kind words and continued support.
Kind regards,
Afruj Miah
Customer Service Team Leader
Marcus and Martin installed my 1.8GBps…
Marcus and Martin installed my 1.8GBps connection, they were very helpful and super friendly. Great customer service all round 👍
29 de junho de 2026
Avaliação não solicitada
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to leave us such a kind review.
I'm really pleased to hear that Marcus and Martin delivered a great installation experience for your 1.8Gbps connection. It’s great to know they were helpful, friendly, and made the whole process smooth for you.
I’ll make sure your feedback is passed on to them, they’ll really appreciate the recognition.
Thank you again for choosing Lila Connect and for your lovely comments. We truly value your support.
Kind regards,
Afruj Miah
Customer Service Team Leader
Been with the company since it rolled…
Been with the company since it rolled out in Stoke. Generally very reliable and fast. The support is UK based and normally fixes the issue. I have recently upgraded, had to have some new kit, excellently installed by very friendly, efficient and helpful team Marcus and Martins, fully explained everything! Absolutely first rate service and should be recognised.
29 de junho de 2026
Avaliação não solicitada
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to share your experience, and for being with us since we first rolled out in Stoke, it really means a lot to have your continued support.
I’m really pleased to hear that you’ve found the service generally reliable and fast, and that our UK-based support team has been able to help resolve issues when needed. It’s also great to know your recent upgrade and installation went so smoothly.
Marcus and Martin will be especially pleased to hear your feedback. I’m glad they made the installation straightforward, took the time to explain everything clearly, and delivered the friendly, efficient service we always aim for.
I’ll make sure your comments are shared with them and the wider team, they’ll really appreciate the recognition.
Thank you again for your kind words and continued trust in Lila Connect.
Kind regards,
Afruj Miah
Customer Service Team Leader
Great service
Nikki arrived in the allocated time frame. She was very friendly and explained everything. Couldn't fault the service.
26 de junho de 2026
Avaliação não solicitada
Resposta da LilaConnect UK
Hi,
Thank you so much for taking the time to leave your feedback.
I’m really pleased to hear that Nikki arrived within the allocated time frame and provided such a friendly and clear service. It’s great to know she took the time to explain everything and made the experience a positive one for you.
We really appreciate you sharing this, and I’ll make sure your kind words are passed on to Nikki, she’ll be delighted to hear them.
Thank you again for choosing Lila Connect.
Kind regards,
Afruj Miah
Customer Service Team Leader
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 👌 👍
18 de junho de 2026
Resposta da 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!
25 de junho de 2026
Avaliação não solicitada
Resposta da 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!
26 de junho de 2026
Avaliação não solicitada
Resposta da 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.
26 de junho de 2026
Avaliação não solicitada
Resposta da 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…
26 de junho de 2026
Avaliação não solicitada
Resposta da 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.
25 de junho de 2026
Avaliação não solicitada
Resposta da 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.
25 de junho de 2026
Avaliação não solicitada
Resposta da 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.
22 de junho de 2026
Resposta da 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
24 de junho de 2026
Avaliação não solicitada
Resposta da 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 😊
24 de junho de 2026
Avaliação não solicitada
Resposta da 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
24 de junho de 2026
Avaliação não solicitada
Resposta da 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.
23 de junho de 2026
Avaliação não solicitada
Resposta da 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.
18 de junho de 2026
Resposta da 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
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