“If a previous tenant or owner has installed it in a bad location in your house they’ll want you to pay to have it relocated at over £100+. Even better than that they’ll try to justify it to you. An unhappy customer that’ll be moving onto a proper provider shortly. I wouldn’t waste your money with a provider that plainly doesn’t value your business.”
“Two and a half years have passed since they finished digging the pavement and giving out flyers. They've said that in a month, you'll have internet! Im in my third year of contract with Virgin waiting for Lila :)) I think they forgot where they left off :)))
Its the norm these days, companies need to make a profit so cutting corners when delivering to customers its necessary - you can't be complaining when shopping the cheapest thing in the universe.”
“Rlly bad been down for 24 hour now promised 250 speed n getting only 0.2 how bad can a internet provider be never buy pls it’s shocking hate it never get it”
“The worst company I have ever had to deal with. The broadband has never worked since installation and after 3 weeks and endless calls to customer service eand the second line team troubleshooting ( doing the same thing over and over again) they can't make it work but REFUSE to cancel the contract unless my elderly parents pay £250 !!! To get out of a contract for a product that's never been fit for purpose. On top of this they have said that we have lied about how many calls we have had regarding troubleshooting and that we have refused it which is a complete lie. They have left my elderly parents with no Internet for over 3 weeks meaning, no TV ( we have even had a sky engineer to check the sky products as asked by lila), no ring door bell, no security system which has left them vulnerable, no alexa ,no printer, no Internet connection to mobile phones. We could not even recieve an email for the troubleshooting guide which they expect me parents to follow!! I am absolutely disgusted with how we have been passed from pillar to post, have been called liars and have been trapped with a ' service' that is not fit for purpose!!! They keep inviting that we pay £50 for an engineer or £250 exit fee! Customer service is disgraceful, they are rude and when they can't answer your questions they say 'I am terminating the call'. It's looking like we are having to pursue this legally. My poor parents are run ragged with them, they have made them ill and vulnerable. Avoid Lila at all costs. They will do and say anything rather than admit they can't fix what has never even worked. Unfair and money grabbing company. Also, the 14 day cancellation period is from the day you contact them to arrange installation so if your installation date comes 14 days after you call them to arrange taking on the broadband, the cooling off period has gone and they will charge you £250 to cancel something that doesn't work, regardless. Absolutely appaling company.”
“Avoid them completely they will charge you for anything even that is not your fault. If there was a cut to the line going through the bush to ur house they will charge without even showing you were the fault was. Am done.😔”
“Service forever dropping out, paying for gigabyte but even their own website speed test has never shown above 400mps. The dropouts are really annoying. Think I'll be going back to virgin with all the hassle that comes with.”
“AVOID AT ALL COSTS as their salespeople will keep harassing you if you don't sign up. I've had 4 phone calls in the last 2 weeks from your salespeople even though I moved out of the area 2 years ago and despite repeated requests for my details to be removed as well as blocking of numbers that were being used to call me, yet they still pester me. I've just called your customer service who say they will get your IT department to remove my details but I'm not holding out any hope.”
“I was advised by a door salesman that an obstruction on my lawn would not interfere with installation as they could go down a service hatch on the street. The engineer then turned up, decided it couldn't be done, then drove off. Lila then took £100 from my account as a 'no-show'. They now claim that the engineer spoke to me and the salesman did not give me the advice I claim. This is a lying, sham company and must be avoided at your cost. I wish I could give no stars!”
“Stay well clear and stick to a tried & tested company.
Ref: HM Courts Claim No. K8QZ3Y14.
After a slap dash installation by this company where they caused damage to the property a complaint was raised with them.
They refused to inspect their work, make good the damage and address the issues.
A court claim was issued against them and only then did they do the right thing.
Lila Connect unlike other tried & tested suppliers are not regulated by The Communications Ombudsman so you will find raising a complaint more difficult.
It appears that Lila Connect are the new Nynex. I recommend staying well clear”
“The worst internet I’ve joined. I changed recently to Lila because they said they were much faster than my old one but they never said that it will only work from a certain distance. I also asked if I could move it to the centre of the house when they came to install it and they told me it would be fine in the entrance of the house but a day later I find out that I get no internet connection on any rooms upstairs and any room that has 2 walls in between. I called and asked if they could move it but they said they can’t because of the fibre thing that comes with it and they told me id have to pay more for a booster or get a Ethernet cable. Absolutely terrible and don’t help in any way.”
“My experience with broadband installation was a nightmare. I work from home and I need a reliable and fast internet connection. That's why I decided to switch to 1GB broadband service. I booked an appointment for installation and waited almost three weeks for the technicians to come. When they arrived, they told me they could only install the broadband on the ground floor, but my office is upstairs. Then they said they had a problem with the fiber cable and they needed to dig up the street. They said it would be done in a few days, but I didn't hear from them for 10 days. Then I received an email saying they would come back in another five days. That means I would have to wait more than two months for the installation to be completed. I couldn't work like that, using my mobile phone as a hotspot. I was afraid of losing my clients or missing deadlines. So I canceled the broadband service and went back to my previous provider. I don't think it's acceptable to make customers wait so long for a service they need. I was very disappointed and frustrated with the whole process.”
“The worst company I’ve ever dealt with , sales man couldn’t get my account to work for 4 weeks to book an installation date , when finally got a date , wouldn’t give me a time when they would arrive. So had to cancel after chasing them with phone calls the day before , to get an answer. The customer service is appalling, instead of understanding my situation and finding a solution , the 1st thing they said you’ll be charged with £30 cancellation fee . ( which they’ve taken without my consent) I’ve been left without any internet now for 3 months. Worst decision I’ve ever done to sign up this company. Like the the mess they left in my street of Stoke on Trent installing the cables should have stayed well away from this shambolic company .Warning to anyone else thinking of signing up . Wish I had read the reviews first. I’m going to take my complaint to the watchdog now . This is just not acceptable”
“Told I could leave free of charge on the phone due to engineers couldn't put it on the side of the house (end terrace) and then charged me 80quid out of the blue.
Tried calling customer service only to be told standard procedure,there's like 6 in a office and they're all rude ..I'm going to offcom enjoy the fine”
“Grant and Leigh fitted my new connection this morning. They were both helpful and efficient and very very polite. Would happily recommend them as they are a credit to the company.”
“Worst thing to ever be used would rather go back to sky worked perfectly fine for the first week now 5-6weeks down the line it hardly works at all everybody phone in the house hardly works neither do the computers”
