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
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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
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Company details
- #40 of 60 best companies in Internet Service Provider
- #27 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 98% of negative reviews
Typically replies within 1 week
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Reconnecting after holiday
Normally reliable internet but I had switched off the power while on holiday and had a problem getting the router to reconnect, consequently I needed help from Lila and Kaia helped me to sort it out and was very helpful.
30 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Philip,
Thank you for your lovely feedback.
We’re really pleased to hear that Kaia was able to help get everything reconnected and resolved for you. We’ll be sure to pass on your kind words – she’ll really appreciate them.
Kind regards,
Customer Support Team 💜
Customer service is terrible
I was referred by a family member, installation was ok the engineer came and wanted to install in a place where there was no plug sockets cause it was easier for him, eventually agreed to install where the old Virgin line came in.
Once installed it has worked okay, had a few outages here and there (i've only had installed a couple months).
Got the email to complete my referral, which didn't work. Raised my first support ticket with them about this, which they then closed saying they will contact me once the first bill had been paid (which at this point it already had been).
Raised another Support ticket, this time it took 8 days to reply to me, asking for the name of the person who referred me, another 8 days has passed by and still no reply. Horrible service.
The person who referred me has also raised tickets and had a similar experiance.
Product as a whole isn't bad, although I was with Virgin for years and didn't have as many outages as I already have with Lila.
28 February 2026
Unprompted review
Reply from LilaConnect UK
Hi Gary,
Thank you for taking the time to share your feedback.
We’re sorry for any unplanned network outages that may have impacted your service, and we understand how frustrating this can be. We’re also sorry to hear about the issues you’ve experienced with our referral scheme and the delays in responding to your support requests.
We’ve picked up your open support request and this will be fully investigate this.
Kind regards,
Customer Support Team 💜
Nikki and Adam were brilliant…
Nikki and Adam were brilliant everything was done quickly. Many thanks
29 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Tony,
Thank you so much for your lovely feedback!
We’re delighted to hear that Nikki and Adam were brilliant and got everything done quickly. I’ll be sure to pass on your thanks to them.
Welcome to LilaConnect.
Kind regards,
Customer Support Team 💜
Adam + Nikki were very polite and well…
Adam + Nikki were very polite and well mannered. Would recommend.
29 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you for your great feedback, Lucy!
We’re really pleased to hear that Adam and Nikki were polite and professional, and your recommendation. We'll be sure to pass on your kind words to them.
Welcome to LilaConnect!
Kind regards,
Customer Support Team 💜
Honestly could not have been any better…
Honestly could not have been any better Adam and Nikki were both wonderful and very plesent to talk to count ask for a better internet installation
29 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you so much for your lovely feedback, Megan!
We’re delighted to hear that Adam and Nikki made your installation such a positive experience. It’s great to know they were pleasant, professional, and delivered exactly what you hoped for –we’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Happy with everything
17 April 2026
Reply from LilaConnect UK
Hi,
Thanks for taking the time to leave your 4‑star review! ⭐️
We’re delighted to hear you have happy with everything, out team will appreciate hearing this.
Kind regards,
Customer Support Team 💜
Couldn’t be any happier with the…
Couldn’t be any happier with the service I was provided with today from Nicky and Adam! Fantastic people! Great aspect to your company!
28 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Kay,
Thanks for the brilliant 5‑star review! ⭐️
We’re so pleased to hear Nicky and Adam made your day – we’ll be sure to pass on your kind words.
Kind regards,
Customer Support Team 💜
Great work installation from from nikki…
Great work installation from from nikki amd adam
28 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you for your great feedback, Leigh!
We’re really pleased to hear you were happy with the installation carried out by Nikki and Adam. I’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Arrived on time was very polite problem…
Arrived on time was very polite problem fixed in 30 minutes and kept us informed what was wrong
Engineer name : Shaun s
28 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you for your great feedback, Lewis!
We’re really pleased to hear Shaun arrived on time, kept you informed throughout, and resolved the issue so quickly. I’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Great service from Nicki and Adam…
Great service from Nicki and Adam today. Fast, polite and friendly
28 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you for your great feedback!
We’re really pleased to hear that Nicki and Adam provided fast, polite, and friendly service. I’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Great communication skills and knowledge
Good response time for the fault in our services really friendly chat with the tech guy and sorted it it in less than 3 minutes very impressed with lila customer services A+++++
27 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you so much for your brilliant feedback!
We’re really pleased to hear the fault was resolved so quickly and that you had such a friendly experience with our tech team.
It’s great to know you were back up and running in no time – we’ll be sure to pass this on.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi David,
Thank you for your lovely feedback!
We’re really pleased to hear you found the service amazing.
Kind regards,
Customer Support Team 💜
Kayur from the Senior 2nd Line team is…
Kayur from the Senior 2nd Line team is an absolute asset to the company and team. He has helped non stop with any questions or issues I had been facing and without his support I would have changed ISP.
Thanks Kayur!
13 April 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for your fantastic feedback!
We’re delighted to hear how much support Kayur provided and how positively he impacted your experience. I’ll be sure to pass on your kind words – he truly is a credit to our team. We'll be sure to pass it to him.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Emma,
Thank you for taking time to provide your brilliant feedback!
We’re really pleased to hear you’re happy with both the service and your internet connection.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Thank you for your lovely feedback!
We’re really pleased to hear you found the service outstanding.
Kind regards,
Customer Support Team 💜
Good service
I had a great experience with Muhammad—he helped me fix the WiFi on Lila Connect quickly and efficiently. He was patient, knowledgeable, and explained everything clearly so I understood what was going on. The connection is now working perfectly thanks to him. Really appreciate the help—highly recommend!
25 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Shakew,
Thank you so much for your brilliant review!
We’re delighted to hear that Muhammad was able to resolve your WiFi issue so quickly and clearly.
We'll be sure to pass on your kind words – he’ll really appreciate them.
Kind regards,
Customer Support Team 💜
grate customer service from Zohaib…
you have a worker called Zohaib absolute legend, friendly, helpful and respectful great customer service from him
23 April 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for your great feedback!
We’re so pleased to hear how positive your experience was with Zohaib – we’ll be sure to pass on your kind words. He’ll really appreciate them.
Kind regards,
Customer Support Team 💜
LilaConnect were once a superb service
LilaConnect were once a superb service, I have been with them years at this point, and while for first couple years their service was excellent, nearly flawless even, the past year has been basically a disaster.
I'm not sure if they're failing to scale up, or they have just got lazy with their service management, but their unscheduled downtimes have become more frequent with longer times to resolve, while costs for the service have increased, and the live speed I get has decreased.
24 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Mark,
Thank you for taking the time to share your feedback.
We’re really sorry to hear that your experience over the past year hasn’t lived up to the high standard you previously received – that’s understandably disappointing. We also apologise for any recent unplanned service disruptions and for not responding to you as promptly as we should have.
Kind regards,
Customer Support Team 💜
Recently changed over to Lila connect…
Recently changed over to Lila connect found the service brilliant should of changed over years ago
15 April 2026
Reply from LilaConnect UK
Hi Mark,
Thank you for your feedback.
We’re really pleased to hear you’re enjoying the service and glad you made the switch.
Welcome to LilaConnect.
Kind regards,
Customer Support Team 💜
Just signed a 2 year contact on…
Just signed a 2 year contact on recommendation, only brrn a short time but happy so far
15 April 2026
Reply from LilaConnect UK
Hi Josephine,
Thank you for your lovely feedback
We’re really pleased to hear you’re happy so far and hope you continue to enjoy your service with us.
Kind regards,
Customer Support Team 💜
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