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
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
- #40 of 60 best companies in Internet Service Provider
- #28 of 45 best companies in Internet provider
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 97% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Early doors but engineers came to fit…
Early doors but engineers came to fit my broadband so it’s up and running. Was swapped over from my old broadband provider quickly with no problems. All seems to be good. Happy! 👍
14 May 2026
Reply from LilaConnect UK
Hi Matt,
Thanks for your great feedback! 😊
We’re really pleased to hear your switch over went smoothly and that everything is up and running without any issues.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Roberta,
Thank you for the great feedback! 😊
We’re really pleased to hear Adam made a positive impression — we’ll pass on your kind words.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi James,
Thanks for the brilliant review! 😊
We’re so pleased Adam made such a great impression — we’ll pass on your kind words.
Kind regards,
Customer Support Team 💜
Great customer service and friendly…
Great customer service and friendly tech guy. Thank you.
15 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Nikki,
Thank you so much for the lovely feedback! 😊
We’re really glad you had a great support experience and found the team friendly and helpful. We'll be sure to pass on your comments to our Tech guy.
Kind regards,
Customer Support Team 💜
Great customer service
Mohammed was great, helped me fix my wifi speeds quicky and I was pleased
15 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Seb,
Thanks so much for the great feedback! 😊
We’re really pleased Mohammed was able to get your WiFi speeds sorted quickly — we’ll be sure to pass on your kind words.
Kind regards,
Customer Support Team 💜
Lila upgrade
Great lads very professional did a great job even tied up behind them. Marcus and Jack Big thumbs up thank you very much.
15 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Mrs Price,
Thank you so much for the fantastic feedback! 😊
We’re delighted to hear Marcus and Jack made such a great impression — we’ll be sure to pass on your kind words and big thumbs up to them.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi,
Thank you for your 5⭐ review!
We're delighted to hear you received excellent and speedy support service.
Kind regards,
Customer Support Team 💜
Lenny was fantastic
Lenny was fantastic, I was offered a solution straight away and reassured and there sending out a new router so brilliant form start to finish
15 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Chelsea,
Thank you so much for your brilliant 5⭐ review! 😊
We're really pleased to hear that Lenny was able to provide a quick solution and reassurance.
We’ll be sure to pass your kind feedback on to him — it will mean a lot to our team!
Kind regards,
Customer Support Team 💜
Installed timely and efficently.
23 April 2026
Reply from LilaConnect UK
Thank you for your great feedback!
We’re really pleased to hear your installation was completed quickly and efficiently.
Kind regards,
Customer Support Team 💜
Early days yet as a new customer
Early days yet as a new customer. Installation was very good, tidy installer. Spoke to Lenny about how long it takes to get the landline working and a few minutes later he gave me a call on it.
Samsung TV was not connecting to the router, logged a request for help and now it is working fine. Very happy.
14 May 2026
Unprompted review
Reply from LilaConnect UK
Hi RobM,
Thank you for your feedback!
We’re really pleased to hear you were happy with the installation and that Lenny in our team was able to get your landline up and running quickly.
We appreciate you taking the time to share your experience.
Kind regards,
Customer Support Team 💜
Updated review
After a number of outages and customer service failings, Lila have made great headway in redeeming themselves. Lenny, Mohammed and Kayur are a credit to the company and were knowledgeable, easy to talk to and walked through all the necessary steps to resolve my issue. There team leader even went as far as to personally drop off an ethernet cable so I could perform a speed test.
The tech team went above and beyond to resolve my issues and because of this I'll be staying on as a customer
14 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Lee,
Thank you for taking the time to update your review.
We really appreciate you recognising the improvements made and the support from Lenny, Mohammed, and Kayur – they’ll be delighted to hear your feedback.
Kind regards,
Customer Support Team 💜
Its simply the best broadband and…
Its simply the best broadband and customer service there is.
14 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Paul,
Thank you so much for your fantastic feedback!
We’re delighted to hear you rate both our broadband and customer service so highly – that really means a lot to our team.
Kind regards,
Customer Support Team 💜
Professional and great deal
Friendly, and very Professional. Answered any questions without hesitation and arranged the whole transaction speedily and efficiently. Also offer excellent deal.
13 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Michael,
Thank you for your great feedback.
We’re really pleased to hear you found our support friendly and professional, and that everything was arranged quickly and efficiently.
It’s great to know you’re happy with your deal.
Kind regards,
Customer Support Team 💜
Fantastic Friendly Service!
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 to highlight them as exceptional team members and they are both an absolute credit to the business.
Please pass on my sincerest thanks.
Stephen
13 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Stephen,
Thank you so much for your fantastic feedback!
We’re delighted to hear Adam and Nikki delivered such a great upgrade experience and took the time to explain everything clearly. Their professionalism and friendliness really mean a lot to us, and we’ll be sure to pass on your sincerest thanks.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Sonia,
Thank you for your feedback
We’re really pleased to hear you had such a positive experience and appreciate you taking the time to share it.
Kind regards,
Customer Support Team 💜
Top service!
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 beyond the service we expected, thank you!
13 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Johnson,
Thanks so much for the brilliant feedback!
We’re delighted to hear Nikki and Adam provided top service and went above and beyond during your upgrade. We’ll be sure to pass on your thanks to them.
Kind regards,
Customer Support Team 💜
Excellent service.
Cannot recommend lila enough husband accidently cut our broadband when he was gardening phoned lila up and they managed to sort it out within 3 days kept me informed all the time even phoned me within half hr to say engineer will be eith me at percific time carnt fault them.
12 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Julie,
Thank you so much for sharing your experience!
We’re really pleased we could get everything sorted quickly and keep you informed along the way. It’s great to hear the team were able to step in and help so promptly – we really appreciate the recommendation.
Kind regards,
Customer Support Team 💜
Alex & Kyle visited today to install my…
Alex & Kyle visited today to install my new broadband. Very friendly, professional and did the work to a brilliant standard. Very happy with our new service! Many thanks
12 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Emma,
Thanks so much for the great feedback! 😊
We’re thrilled to hear Alex and Kyle did a brilliant job and that you’re happy with your new service. We’ll be sure to pass this on to them.
Kind regards,
Customer Support Team 💜
PHONE WAS ANSWERED QUICKLY .NO FAFING…
PHONE WAS ANSWERED QUICKLY .NO FAFING ABOUT .POLITE AND CLEARLY UNDERSTOOD .GOOD ANSWERING SERVICE FOR OLDER PEOPLE NOT GOOD WITH PHONES.THANKS KEVIN BANNER
12 May 2026
Unprompted review
Reply from LilaConnect UK
Thank you for your feedback, Kevin!
We’re really pleased to hear your call was answered quickly and that the support was clear, polite, and easy to follow. Providing helpful service for everyone is really important to us, and we appreciate you taking the time to share this.
Kind regards,
Customer Support Team 💜
Adam and Luke was very helpful and…
Adam and Luke was very helpful and knowledgeable 5*
12 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Adrian,
Thank you for your great feedback!
We’re really pleased to hear that Adam and Luke were helpful and knowledgeable. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
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