LilaConnect UK Avis 2 209

2 weeks of trying to get an answer from customer support and help with my internet speeds and still stuck at the beginning, I only stayed with Lila because they matched an offer I had with another provider, and I also got told in the rare occasion that I got a response that the speed I’m paying for isn’t actually a thing… isn’t this miss selling a product?

The engineers Ramesh and Sami were brilliant at hiding the wiring for the installation, which was exactly what I wanted.

Prompt and professional review from Romesh and Sami

Just moved property, Marcus and Martins came to fit the new router, they were absolutely spot on ensuring top cable management from the wall whilst carrying out a perfect and quick job, Legends.

We can’t praise Kayur enough — this is the second time he has helped us and he has delivered the same outstanding level of service on both occasions. He dedicated his time to getting everything set up for us and, despite running into a few difficulties along the way, he stayed with us until every single issue was resolved. There was no rushing, no cutting corners — just genuine commitment to making sure the job was done properly.
Kayur is always warm and welcoming, which makes the whole experience so much easier. It’s rare to come across someone who consistently goes above and beyond, and he does it every time. He is a true credit to the team and we wouldn’t hesitate to recommend him to anyone.
Thank you, Kayur — we really appreciate everything you do! 🙏

The signal sometimes is weaker at the rear of the property

Ramesh and Sami did a wonderful job . They really did a good job by Fixing the wifi connection really quick .

Ok so far install was good

Ramesh and sami dod a great job very polite and fast brilliant

Adam and Cavin turned up early and where very polite and engaging. They explained the process and worked quickly to complete their work.

I liked the text message to say they’re on the way. Fixed the issue within seconds and explained what was wrong. Pleasant engineer named Shaun S

Ramesh and Sami have done installation very tidy and professional
They are recommend!!!
Thanks

Ramesh and sami

Adam & Shaun turned up bang on time, great pair of lads and did the install to a perfect clean high standard. Mega impressed and would highly recommend them.

A****

I had my broadband installed today
It was Martin & Marcus who under took the work
Explained everything that they were doing to check if I was ok where router was being placed in living room
The workmanship was outstanding
Cleared up any mess that was made
Talked through how to log onto the router and password set up
These guys are so professional and a assist to the company

I’ve been a LilaConnect broadband customer for some time now, and unfortunately my overall experience has been quite frustrating. I’ve faced multiple ongoing issues, including weak connection, slow WiFi speeds, and concerns around pricing. The most pressing issue, however, has been the consistently poor WiFi performance from the Zyxel router.

Over the past few months, I’ve noticed a clear decline in speed and reliability. Despite raising these concerns several times, the support I initially received felt very scripted and repetitive — focusing on basic troubleshooting like router placement, channel changes, and interference from other devices, without actually resolving the root problem.

That said, I want to highlight a very positive experience with Kayur from the 2nd Line IT Support team. Kayur was excellent — he understood the issue immediately, came prepared, and communicated clearly and professionally throughout the call. He demonstrated strong technical knowledge, explained everything in detail, and ensured all my questions were fully answered. Most importantly, he engaged with me like a valued customer rather than just following a script.

I can honestly say that if it wasn’t for Kayur’s support, I was very close to cancelling my contract with LilaConnect. His approach made a significant difference and restored some confidence in your service.

LilaConnect — I would strongly encourage your teams, especially customer service and retentions, to review this interaction. There’s a lot to learn from how Kayur handled the situation. This is the level of service customers expect.

I hope going forward that the quality of both your service and support becomes more consistent.

Ramesh and Sami great service really nice and polite!

I'll prefix this review by saying up until last Monday I had no cause for complaint since installation a few years ago however my connection has been useless for the past week as has the support. I work and don't usually get home before 6pm so calling isnt easy during their opening hours so I opened a ticket (as their hold music and recording suggest doing over and over), shame that nobody answered mine last week. On Saturday I got though just after they opened at 8am (went through the usual turn it off and on again) and was told to monitor it. 15 mins later off again so I rang back and was told it would need passing to second line support was asked my availability for a call back... Still haven't received one, I've updated my support to ticket (which is still so far one sided).

I got a call yesterday at 4:30 while at work so was unable to do any troubleshooting so had to arrange for another call back tonight (have to leave work early so I can be home it time). I did some troubkeshooting of my own last night following a comment from the engineer who said at the time of the call that my ONT was off (which I was sure it wasn't). Having tried both the Lila provided Router and my own TP-Link Deco (which both customer support and Engineer both seem to insinuate was the problem) independently directly into the OTP following a min 15min disconnect, connection dropped on both within 20 mins, confirming my suspicions that it's the ONT or network issue. I guess my call tonight will now be useless other than to serve as an appointment maker for an engineer visit and likely a day off work to wait in!

On a positive not the engineer was polite and professional (and apologetic for being late, not his fault) a quick swap of the ONT and my service was up and running.

Rang up regarding an issue with my router and they sent out an engineer as soon as possible. Shaun S was amazing. Sorted the problem straight away. He was helpful and friendly all in all a very helpful person