LilaConnect UK Reviews 2.172

I just had my new broadband installed by **Sami and Talha** from LilaConnect, and I couldn't be happier with the service.
From the moment they arrived, they were professional, polite, and extremely efficient. They took the time to explain exactly where the fiber line would enter the house and made sure the internal setup was placed exactly where I wanted it for the best coverage.
The installation was incredibly neat—they clearly take pride in their work and left the area spotless. Once the hardware was up and running, they stayed to ensure the connection was stable and helped me get my devices registered.
It’s rare to get such high-quality, friendly service these days. If you’re getting LilaConnect installed, you’re in great hands if Sami and Talha show up at your door. Top-tier work!

I was with Virgin for years, constant bandwidth throttling and systems going down. Finally decided on Lila Connect. Staff on the phone were friendly and really helpful. The engineers installed the equipment quickly and cleaned up afterwards. And the broadband has been flawless so far (4 months in) Super high speed, zero throttling and only 1 outage for maintenance which was done overnight so there was no actual disruption. Wish I'd gone with them sooner!

Edited review (3/5 stars):

I have to give credit where it's due. Kayur gave me a call and helped me to diagnose the problem with my download speeds. He could see on his end that the connection to LAN 1 was limited to only 100Mbps. Turns out I have a faulty TP Link network switch, which despite being advertised as a 1Gb switch, was limiting my speed.

The packet loss and outage issues however are unrelated to the faulty switch and is entirely on Lila's end, so I'll be monitoring that over the next week or so. Kayur assured me that recent maintenance should have fixed that issue.

Original review (1/5 stars):

I've been subscribed to Lila for about a year. At first, nothing seemed immediately wrong. Speeds and connection were about as advertised.

Fast forward to now, and for the last few months I've been experiencing:

- Severe packet loss issues every single evening (peak hours), which makes online gaming impossible
- Random outages during the day, which is completely unacceptable for somebody who works from home

Their customer support is absolutely shocking - takes over a week to get a half-arsed reply with assurances of "improvements to the network" which never come.

Just feel completely mis-advertised on the service and not respected as a customer whatsoever.

I cannot recommend this ISP to anybody. Please look elsewhere, such as Zen Internet.

Very nice and helpful young man ,took the time to explain to me what I needed to do

Lila USE to be good, then the services went down, no communication to customers, nothing on the website, unable to reach support staff. They are installing new fibre lines in the are and i think i will transfer over to them, Lila either you improve or you are going to lose ALOT of customers. WFH and having no update is terrible. Quick to take your money, not quick to repair the issues.

Internet went down around 2pm - tried calling support, nothing. Tried going on the live chat, nothing. No way at all to contact support - no communication from Lila via email or SMS either (which they said they will do on their support page if it goes down)

Internet eventually came back around 8pm. For people who rely on their service to work from home, this is unacceptable. Yes internet can go down for a number of reasons, but it's the customer service and lack of communication that is the issue here.

Do better. Looking to move away to a different company now.

After waiting for installation of the broadband we've now been told they can't fit the wire because there's a blockage when told it could be a long wait i tried to get in touch with lila 4 times yesterday you've got no chance as I'm not in service yet I just want them to get there box back the red flag is you can't contact them they're terrible the worst people I've tried to deal with

Updating my original review- we had frequent Internet outages since we have started due to the install not being carried out correctly. We were promised 1000 mbps but rarely got that. There was a broad outage in our area and we had a three day outage with no communication and no updates. Finally we got through because their customer service is only available until 6pm and we raised a ticket with no response. When I did get through to customer service, Lenny was excellent and helped me restore service with their engineers arriving the next morning, Luke and Jakub who were nice and explained things clearly. I was quite distraught for the three days but I think they are a relatively excellent when you can get through. Thank you for helping me I am extremely grateful, and I think having more customer communication and visibility of outages on the website/social media/email would be beneficial. I will be staying now that we realised the issue and had a positive experience.

The process of installation was quick and easy. The Customer Service Team and Installers listened to my concerns about coverage and came up with a solution that works.
The speed is good 👍 and I have been able to work from home without any problems.
Lila is local company and offer good value for money service.

Absolutely disgraceful service in Stoke on Trent today, Been down since 12:30pm and is still not working as of now 6:38pm. For many of us who WFH this is completely unacceptable.

Customer service is non existent and they will not answer their phones at all.

If you are thinking of joining, and you live in Stoke on Trent then think twice, Because this company is not reliable at all.

I have just seen on the LilaConnect reddit page that other customers are saying that the original provided router will work but third party routers will not, Which is absolutely insanse and hoping its a bug.

But this needs fixing ASAP.

Used to be an amazing company, never had an issue and have recommended them to dozens of people. Since they've moved to cadence networks they've been down 2 times in less than 1 month for more than a full working day.

I hope they turn it around soon but if it keeps up myself and a lot of the people I've recommended will be moving to another ISP

engineers Ramesh&Sami arrived on time install and connection went smoothly answered any questions i had waited until connection tested was working ok also asked me to inspect work internally and externally before they left site

Excellent install from Nikki & Keith, sorted it out really quickly and we were up and running in no time at all. Miles quicker than Virgin!

When I contacted tehm because i couldn't access the internet after connection, i got through to a real person quickly. she identified i used the wrong password and was patient helping me to note the correct password.

Just goes to show it's not them it's my equipment great help and explanation from Kayur Patel many thanks

Ramesh & Sami
Fab service
Thank you

Kaia went out of her way to help me with a recurring problem

Going above and beyond
Moving the box to our living room for better signal.this was nikki and keith

Thank you

Calum

I had Lila broadband fitted end of Jan 2026,I'm still sitting here 10 April watching my green flashing light on the Router with no broadband.When I do ring I wait an hour on the phone to speak to a very polite person who gives me loads of technical jargon and I leave thinking that's it I've got somewhere.The next day or couple of days I'm doing the same thing, speaking eventually toa nice person but getting nowhere. The connection they provide is not powerfull enough for Stoke on tren brick buildings ,you will need an eternet cable to every device,including you mobiles from my experience.