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.