LilaConnect UK Arvostelua 2 172

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

Luke came to fit the router, he was very polite, knowledgable and efficient. He left the areas neat and tidy- great service, thank you Luke!

Excellent Service from Shaun at Lila Connect
Had a great experience with Shaun from Lila Connect today. He was extremely professional, polite, and made everything feel straightforward from start to finish. It’s rare to come across someone who genuinely takes pride in their work, but Shaun definitely does.

Really impressed with the level of service a credit to the company.

We had Lila installed by Shaun S great job done professionally thanks Shaun 👍🏻

shaun s came to fix my broadband issue, superb service, great internet speeds

While experiencing a problem with my connection, it was also noted that the light levels from an original install had degraded.

Shaun S went above and beyond in helping with the physical connection fault. When the original connection point was deemed to be an issue and needed a refill anyway, Shaun was happy to relocate the SDD to a more fitting area in my home. The whole way through, he was neat, tidy and helpful, a credit to the Lila team.

Ramesh & Sami did an amazing job, neat, right on time, professional, cautious and friendly. They are highly recommended. Thanks guy!

The technician this morning who came to my aid was named Shaun s.he was so helpful and respectful and explained what he was doing.made me feel at ease because I'm not very good with technology.thankyou shaun s.

Quick turnaround friendly staff!

Thank you Ramesh and sami

Adam and Cavan great service

Brilliant service ADAM + CAVAN were lovely guy helpful polite anything we need to know explained great service thanks

Great service , Thanks to
Ramesh &Sami

The engineers Adam and cavan were informative, articulated all the necessary work to be carried out, bright & breezy characters,it's a pity he's a Manchester utd fan,,🤣😂😅

Ramesh and sami was excellent team and very friendly and clean every after installation

This is my second review after nearly being a customer for 2 years.

I've since moved on to 2.5Gig service with them and it's been great.

The company is still in my opinion the best internet provider going and I just wish you were all over so others could see what a ISP should look like

Having issues with the router customer service were amazing sorted the problem and got a new router delivered within and hour as one of the staff lived close by
Highly recommend