FAQ
General
What does LilaConnect do?
LilaConnect brings you lightning-fast, reliable full-fibre broadband straight to your premises. Enjoy super-smooth streaming, lag-free gaming, and uploads as fast as downloads. Experience internet 15x faster for downloads and 50x faster for uploads than the UK average*. Say goodbye to frustrating delays and hello to a truly connected experience!
*According to Ofcom UK Home Broadband Performance Report, March 2023.
What speeds and products can I get?
Get truly fast internet with our most popular 1 Gigabit product, and speeds from 250Mb up to 2.5Gb for those with higher data demands.
- For Gamers: Our gaming product includes a public IPv4 address, essential for open NAT types and lag-free online gaming, bypassing issues caused by shared IP addresses.
- For Businesses: Our business product(s) provide a public IPv4 address, enabling secure remote access, server hosting, and reliable VPN connections, eliminating the limitations of shared IP addresses for critical business applications.
Please note: The public IP assignment is session-based and not a permanent dedication to the user.
What are our opening hours?
- Customer Service:
Monday to Friday: 9 AM – 6 PM
Saturday: 9 AM – 4 PM
Sunday: Closed
- Sales:
Monday to Friday: 10 AM – 7 PM
Saturday: Closed
Sunday: Closed
What is fibre?
Fibre – or fibre optics is a technology for information transmission via flexible glass or plastic threads, slightly thicker than a strand of human hair. This technology allows data to travel at the speed of light and serves as a future-proof solution for internet connectivity as the speed and capacity of a fibre connection is almost unlimited.
The term “fibre” is often misused. What is often branded as “fibre broadband” actually involves copper cable. This technology is known as “Fibre-to-the-Cabinet” (FTTC) but it relies on a final leg of copper wire, from the roadside cabinet into the customer premises. This causes a bottleneck, resulting in slow and lost connections especially at “peak times” of the day.
“Fibre-to-the-Premises” (FTTP), also known as “Full Fibre”, replaces the old copper wires with the latest technology in fibre optic cabling all the way to the actual premises, providing gigabit-capable connectivity and bandwidth. LilaConnect will always install Full Fibre/FTTP.
Full fibre brings many benefits, from symmetrical speed, high bandwidth and greater capacity, to ultra-low latency, superior resilience and reliability.
Getting Connected
What happens when I register interest?
Register your interest to receive regular eNewsletters and stay updated on our full fibre progress in your area. We’ll notify you as soon as service is available.
My postcode is available for service, what happens next?
You can now easily order your LilaConnect full fibre connection. Select an installation date and time that fits your schedule, and choose the perfect LilaConnect deal.
What happens during an installation?
- You’ll receive a call or text to let you know when your engineer will arrive
- Someone over 18 needs to be at the property and stay until the fibre is installed and activated.
- Please make sure access to your premises is clear from obstructions, as this may delay you service being connected e.g. skips, caravans, scaffolding.
- Ensure there are 2 active plug sockets, near a ground-floor outside wall and clear the area where the engineer will install the fibre access point.
- Please view the network providers installation guide here.
Do I need to be present for the installation?
No, providing a representative is present aged 18 or older the install can go ahead.
What if there is no one present when the engineer arrives?
If our engineer cannot access your property at the agreed-upon time, a ‘No-Show Penalty’ may be charged, and the installation will need to be rescheduled. See our Schedule of Charges
How do I reschedule or cancel my appointment?
We’ve made it simple to manage your appointments online. Log in to your ‘MyAccount‘ to change or cancel. Please note that cancellations or reschedules within two working days of your appointment might incur a fee. A charge applies for cancellations made less than 48 hours before, or on the day of, installation. See our Schedule of Charges.
How do I check if an engineer is genuine?
All LilaConnect & Freedom Fibre installation engineers / surveyors carry LilaConnect ID badges and wear Freedom Fibre workwear.
Can I order if I am not the property owner?
If you do not own your property, you will need permission from the landlord. As set out in our T&Cs, you will need to obtain all necessary consents and permissions prior to installation taking place and provide us with these consents and permissions on request.
Please refer to our T&Cs “Access and Consents” for further information.
How do I terminate my contract?
After the cooling-off period (14 days), you can cancel your monthly subscription and LilaConnect internet service with 30 days’ notice. Early termination charges apply if you leave before the end of your minimum term and will relate to any monthly charges for the remainder of the commitment period.
To terminate a monthly subscription and internet service, please call 0800 955 6670.
Please refer to T&Cs for further information.
Do I need to pay for an installation?
Standard installation costs vary depending on your chosen deal. In the unlikely event your property requires a non-standard installation, we’ll inform you promptly and provide a quote for any additional charges. If you decide not to proceed with the non-standard installation, you can cancel your order at no cost.
How much will the installation cost?
The installation cost varies based on whether you’re getting a residential or business product. See our Schedule of Charges for Residential & Business installation charges.
To get the most up-to-date information on any potential deals or changes to these costs, please check our latest deals.
Support and Assistance
Who can I contact before or after the fibre installation takes place?
Please contact LilaConnect Customer Service:
- Tel: 0800 955 6670
- Email: [email protected]
Where do I check for service disruptions and updates?
Information regarding planned maintenance and network disruptions will be available via email and on your LilaConnect My Account.
Troubleshooting
I have no internet access.
Check the fibre access point (wall mounted box) and router connections lights. If any of these lights are red, then this could indicate either router connection issues or external connection issues and you’ll need this report this to us. You can also check your LilaConnect My Account to see if there are any outages to your area.
Why are my internet speed lower than ordered, or my Wi-Fi poor?
For accurate speed troubleshooting, begin by testing your internet speed directly using a CAT5E ethernet cable connected to a LAN port on your router (see speed test instructions below). Afterwards, test Wi-Fi speeds near the router and in other locations.
Please be aware that Wi-Fi performance can be impacted by factors such as building materials, household appliances (e.g., microwaves), neighbouring Wi-Fi networks, and the device used for testing. The device(s) you use will also affect what speeds you observe.
Please read our Wi-Fi guide for more information on improving your Wi-Fi
What can I do to fix Wi-Fi dead zones?
If you’re experiencing weak Wi-Fi in certain rooms, a Wi-Fi 6 mesh system or Wi-Fi 6 booster can significantly improve your signal. These systems extend your Wi-Fi coverage throughout your home. Contact our customer service team to discuss the best options for your needs.
- Tel: 0800 955 6670
- Email: [email protected]
How do I carry out a speed test?
You can test your internet speed in two ways: either log in to the ‘My Account‘ and use the built-in speed test or visit www.speedtest.net.
Can I use my own router instead?
Yes, however, for complete support from LilaConnect recommend that you use the router provided.
Technical Support
What routers do LilaConnect provide?
A router is a device that communicates between the internet and the devices in your home that connect to the internet. Click here to view our Zyxel router guide.
You can also access the Genexis router guide here.
Billing
My first bill
If your payment method is by payment card, on the day of your installation, LilaConnect will invoice and collect an initial pro rata payment. This first bill will cover your product(s) monthly recurring charges prorated up to the 1st working day of the next month. There may be other fees included however these will have been agreed at point of sale.
For example: If you installation date is on the 13th March, your pro rata charges will including the remaining days in March up to the 1st of April (in this case 19 days), when the following month’s full charges will be invoiced.
How can I access detailed information on all costs and charges?
Ensuring clarity on potential charges is crucial. To access detailed information on all costs and charges, we’ve made sure to provide a comprehensive schedule of charges. This guide offers a thorough breakdown of fees and expenses, empowering you to make informed decisions.
One Touch Switch with LilaConnect
What is One Touch Switch?
If your payment method is by payment card, on the day of your installation, LilaConnect will invoice and collect an initial pro rata payment. This first bill will cover your product(s) monthly recurring charges prorated up to the 1st working day of the next month. There may be other fees included however these will have been agreed at point of sale.
For example: If you installation date is on the 13th March, your pro rata charges will including the remaining days in March up to the 1st of April (in this case 19 days), when the following month’s full charges will be invoiced.
How do I switch to LilaConnect using One Touch Switch?
Simply contact LilaConnect and let us know you want to switch. We’ll handle all communications with your current provider, arrange the transfer, and ensure your new service starts smoothly.
What happens to my existing service when I switch?
Once you agree to switch to LilaConnect, your current service will continue until the agreed-upon date when your new LilaConnect service will begin. Your old service will then cease automatically. LilaConnect is only a broadband service provider so you will need to ensure your other current services (e.g. landline, and TV) are either maintained by your current provider or purchased from an alternative provider if required.
Will I incur any early termination fees?
If you are still in a contract with your existing provider, you may be subject to an early termination fee from your current provider. At the time that you contact us to begin your switch, you will receive a notification by text/email from your current provider to advise of any outstanding fees or charges, allowing you to make an informed decision about your switch.
Is One Touch Switch available for all broadband services?
One Touch Switch is available for all broadband users, including those on full fibre, cable, and traditional networks. Whether you’re switching between different technologies or within the same network, the process is the same.
What should I do if I have multiple services bundled together?
LilaConnect specialises in broadband services only. If you have bundled services (e.g., broadband, landline, and TV) with your current provider, you’ll need to continue receiving non-broadband services, like landline or TV, from another provider. We’ll provide guidance on how the switch will impact your bundled services, but you will need to arrange those separately.
What if my details don't match during the switch process?
If there are any issues with matching your details (e.g., incorrect name or address on your current provider’s records), LilaConnect will work with you to resolve these issues to ensure a successful switch.
What if I want to switch more than one service at the same time?
If you’re switching multiple services, we will manage the switch for each of the equivalent services that we provide, to ensure a seamless transition for those services. If you have a bundle that includes package elements that we cannot provide, such as Television, you may need to speak to your provider directly about this.
Do I need to contact my current provider to cancel?
No, with One Touch Switch, LilaConnect will handle the entire process, including informing your current provider and terminating your old service on the switch date.
When will the switch happen?
The switch will occur on an agreed-upon date that works for you. We’ll coordinate with your current provider to ensure there’s no disruption to your service.
What is TOTSCo, and what role do they play in my switch?
The One Touch Switching Company (TOTSCo) is a not-for-profit organisation that manages the systems and processes behind One Touch Switch, ensuring that your switch happens smoothly and efficiently.
Why is One Touch Switch important?
One Touch Switch simplifies the switching process, saving you time and hassle. It ensures you only need to contact your new provider, giving you more confidence to explore better deals and services.
Can I switch if my provider isn’t part of the One Touch Switch program?
Most major providers are part of the One Touch Switch program. If your current provider isn’t, LilaConnect will guide you through the traditional switching process to ensure a smooth transition.
What does 'Cease' mean in the context of switching?
‘Cease’ refers to the termination of your old service and the closing of your billing account with your previous provider once the switch to LilaConnect is complete.
What if I want to keep my landline?
If you want to keep your landline, please contact LilaConnect before initiating your switch.
Lila Talk - Voice over Internet Protocol (VoIP) service
What is Lila Talk (VoIP) and why do I need to switch to it?
The technology currently used in the UK to make landline phone calls is being upgraded over the next few years. Landline phone calls have traditionally been delivered over a network known as the public switched telephone network (PSTN), which is now being retired. In the future, landline calls will be delivered over digital technology, called Voice over Internet Protocol (VoIP). LilaConnect are proud to announce that we have launched Lila Talk (VoIP) to enable our customers to transition from PSTN to VoIP Seamlessly.
How do I order Lila Talk (VoIP)
Please do not cancel any existing services until you have placed your broadband order and spoken to our friendly sales team to understand if our VoIP solution is right for you.
Order your LilaConnect Full Fibre service with Lila Talk (VoIP) via our website
We will pick up your VoIP order and give you a quick call to run through your order to ensure we have all the important information such as your VoIP requirements, current phone number for porting and if our solution meets your needs.
Can I keep my phone number?
Yes, you can keep your existing phone number. Please ensure that you do not cancel any of your existing services until you have placed your broadband VoIP order and have spoken to our team about porting your number.
Can I keep my phone?
Yes! You can use your existing DECT phone to make and receive calls. We will post you an adaptor which will plug into the back of your LilaConnect router, and your existing phone will plug into this adaptor.
My phone doesn’t plug into my router. What should I do?
LilaConnect provides an adaptor to ensure your current phone can easily connect to the service. Simply use the adapter provided. If you have not received one prior to your service commencing please call us on 0800 955 6670 or contact [email protected]
Can I still make emergency calls using LilaConnect VoIP?
Yes, emergency calls can be made using Lila Talk (VoIP) as long as your internet connection is active. However, if there is a power or internet outage, your service will not work and you will need an alternative method. LilaConnect will also capture your 999 location details during setup to ensure accurate emergency service location.
I'm moving house, do I need to tell you?
Yes, emergency calls can be made using Lila Talk (VoIP) as long as your internet connection is active. However, if there is a power or internet outage, your service will not work and you will need an alternative method. LilaConnect will also capture your 999 location details during setup to ensure accurate emergency service location.
Can I call anyone using LilaConnect VoIP?
Yes, Lila Talk (VoIP) allows you to call any number, just like a traditional landline. Our standard package is limited to UK Landline & Mobile calls, if you are a frequent international caller, speak to us to see how we can help you.
I have services connected to my Landline, can I use Lila Talk (VoIP)?
Our Lila Talk (VoIP) service is provided over your Internet Connection. Please be advised that if your broadband loses connectivity or there is a power failure, you won’t be able to make or receive any calls via your VoIP phone service. Any security or care services connected to your broadband services won’t work either. In the event there was a broadband outage or a power cut at your home, you must ensure you have another way of contacting the emergency services, such as a mobile phone that does not rely on Wi-Fi for calls, text or video relay. Additionally, if your Door Intercom, Home Alarm or any Social Care Services are connected to your existing home phone line these services may be affected by your change to a VoIP service.
If you do not have an alternative method of contacting the emergency services in the event of a power outage (e.g. mobile phone), are in an area of poor mobile coverage, or have any of the above-mentioned services (Intercom, Home Alarm, or Social Care Services) please contact us on 0800 955 6670 before placing your order for VoIP.
Others
I am a third-party contractor, local authority, utility company, or resident who has confirmed planned work and need information about the infrastructure?
Our Lila Talk (VoIP) service is provided over your Internet Connection. Please be advised that if your broadband loses connectivity or there is a power failure, you won’t be able to make or receive any calls via your VoIP phone service. Any security or care services connected to your broadband services won’t work either. In the event there was a broadband outage or a power cut at your home, you must ensure you have another way of contacting the emergency services, such as a mobile phone that does not rely on Wi-Fi for calls, text or video relay. Additionally, if your Door Intercom, Home Alarm or any Social Care Services are connected to your existing home phone line these services may be affected by your change to a VoIP service.
If you do not have an alternative method of contacting the emergency services in the event of a power outage (e.g. mobile phone), are in an area of poor mobile coverage, or have any of the above-mentioned services (Intercom, Home Alarm, or Social Care Services) please contact us on 0800 955 6670 before placing your order for VoIP