Iliad Reviews 

Illiad customer service is the most useless thing ever. The website is soo confusing and there is no online customer service agents, but then if you have any problems and you go to the illiad store they tell you t figure it out online and are totally unhelpful! The process to cancel your home wife service is absolutely ridiculous and the most confusing process ever and there is no one to help figure it out. I managed to cancel the service online, but I still didn't get any official notification or email confirming that the service has been cancelled or the instructions on how to send back the device. I called the helpline and the guy confirmed that the service has been cancelled and said I will receive instructions on how to return the device one month after cancellation, but before that even happened Illiad charged me again for another month and now I am trying to call back the customer service and nobody is responding!!!

No problem within Europe, but when it comes from outside the EU Iliad sucks immensely.
I was in the UK when I thought I could recharge Iliad with CALLS and WiFi, but just found out CALLS ARE NOT INCLUDED.
CUSTOMERS FREE numbers DON'T WORK.
Wrote a SMS asking for help NO Answer.
Wrote even on FB, NO ANSWER.
They took two payments while I made only one, still wonder how.
I have been with Iliad for years, but I would not suggest it now to my best enemies.

I was a Iliad fiber user and wanted to terminate my subscription at 12th of April. I was already moved to a new address and I sent forms, complaints and messages multiple times to inform that they need to collect device from a different address. They called me at the middle of the May cause they arrived to my old address and couldn’t pick the device, obviously none of them are literate. I told them my new address but still no one came. They only responded from Instagram yet person I’m talking is far away from being helpful, only gives short and unrelated answers once a day if he feels like doing the job he’s getting paid for.

A lot of the negative reviews here, especially the ones saying technicians never come, communication is terrible, support is rude etc. But my experience was genuinely the opposite.

Support contacted me very fast and the people I spoke with were actually kind, understanding and easy to talk to, unlike some other providers. The Open Fiber technician came within the exact time window allocated and everything was done on the first try without any problems. Thank you

The installation was clean, communication was clear, and the internet activated the same day. Upload speeds are extremely strong and the line seems to still be optimizing after activation, but overall everything has been smooth.

I’m not saying other people’s experiences are fake, but based on what I personally went through, the image on Trustpilot did not align with reality for me at all. So far I honestly have nothing negative to say.

I switched from vodafone for both mobile and landline. Works ok, but every step is slightly slow and complicated (subscription, installation, eSIM change, etc). Customer support keeps suggesting workarounds because their software doesn't work. In the end you need to go to a physical store because nothing works.
It is so much cheaper than vodafone (for about the same dismal quality) that it is still worth the change, but it's a shame that there is no decent phone operator.

Angiari VR, Italia
FTTH
On Windows desktop.
Appalling performance, slow, persistent dropouts. Barely usable when it finally connects, then not for long.

Cold reboot of the desktop and separately the iliadbox makes no difference.

I've been an Iliad customer for an year. While I was using the Iliadbox, everything worked perfectly. But I needed a static IPv4 address with my own router, so I decided to switch to the free modem offer. Everything was very positive at first. The same day, I saw in my account that an ONT modem had been sent to me, and I chose a return date for the Iliadbox. The couriers promptly picked up the old equipment and delivered the new one. I specified the MAC address of my router, and obtained settings to set up the router. That was where my positive experience ended. The Pureoptics SFP+ to Ethernet adapter that came with the FreeBox modem didn't work. The ONT modem does not have an Ethernet port. It has two SFP ports, one for the fiber SFP+ and the other one for SFP to Ethernet. The BOX LED didn't light up, and the adapter was getting very hot. I read on forums that many customers have been complaining (since 2023 !!!) that the included adapter is incompatible with the modem and that the problem can be solved by buying a different one. I bought and installed the Mikrotik S-RJ01, the BOX LED lit up green, and the Ethernet link between the ONT modem and router was established. However, three weeks later, my line hasn't been activated for the new ONT modem. I still see "STATUS:0" in my Personal Area. The router is sending DHCP6 requests via VLAN 836, and has not received a single byte for almost 3 weeks after migration to the modem libero net neutrality plan. I sent two complaints using the form in my Personal Area. I only received an automated response that my request would be processed within 40 days. Many people on forums are complaining that they did not manage to have the line activated, encountered no or terrible technical support, and eventually had to to change the provider. Then I decided to do the same.

Stolen 40 euros for a fiber istallation that never happend. Two months whitout any information about my order, zero interest for the client.

After signing up for fiber home internet and 2 mobile SIMs in October 2025, we are STILL waiting for installation of the home internet. They sent 2 emails, one in October and another in November citing "technical issues out of their control". I have been into the store 3 times since and always the same answer, "it says technical issues". I've had good experiences with the mobile SIMs, but the utter lack of communication about home internet and the fact that I'm burning through my data limits monthly using hotspot on my cell just to watch television is simply unacceptable. I went into the store today to cancel and was advised to wait until the 28th of January since that would be 90 days since the order. If I don't wait it out, they won't refund the installation costs. I would STRONGLY encourage researchers to look into another service provider. I will be switching next week.

Like many saying please check forums for reviews before going to those.
Awful service awful customer service they don't do anything to help you if you have any issues.
I installed on Saturday it didn't work they ignored me when I asked for the installation in my rood for a good reason, thy are useless I called ten times to tell the problem no help, I have to raise two l complaint they refuse to cancelll the services, and to make matter worse immediately after they "installed it" a bill higher with 5 euro more than the package that I choose arrived within minutes, they are really bad. They took my money upfront and now I have to wait maybe a months to get a refund.

We purchased SIM cards to the whole family at the airport with the assistance of the company’s sales person. The process was quick and easy. The phone service was pretty good. The problem was that apparently the sales person signed us on a long term plan instead of one month only as we requested and monthly payments were dudcyed through our credit card till we noticed it and stopped it. Be ware!

is a total nightmare. bought 2 sim cards in italy and when we went back to our home country, they still keep on charging us for 2 months. tried to call them, speak no English, tried to get on their website, found no where you can cancel. A total waste of time to get rid of them, finally i have to change my credit card.Do not even try to use Iliad.

Recandomi Esselunga di Biella operatrice di ILIAD molto professionale attenta al cliente ,sorridente soddisfatto 💕

Sono cliente Iliad Mobile da anni e mi trovo molto bene: rete stabile, trasparente e senza sorprese.
Per questo motivo avevo grandi aspettative quando ho attivato Iliadbox Fibra FTTH.
Purtroppo, l’esperienza è stata completamente diversa.

Fin dai primi giorni ho avuto problemi di stabilità della connessione: i dispositivi risultano connessi ma la rete va e viene, i video live si bloccano, le videochiamate cadono e la navigazione è intermittente.
Ho eseguito test dettagliati via cavo e Wi-Fi, provando anche un modem alternativo (FritzBox), cambiando cavi, porte e verificando che la perdita di pacchetti inizia già dal secondo hop della rete Iliad.
Ho aperto diversi ticket e inviato PEC, ma i tecnici (Iliad e Open Fiber) si sono limitati a fare speed test di pochi secondi, che ovviamente risultano normali, e hanno poi chiuso la segnalazione dichiarando il problema risolto — quando non lo era affatto.

Dopo oltre un mese e mezzo di disservizi, ho dovuto passare a un altro operatore (Sky Wifi).
Peccato, perché il servizio mobile rimane eccellente, ma la gestione della fibra e del supporto tecnico non è all’altezza dello standard Iliad.

English version:
I’ve been an Iliad Mobile customer for years and I’ve always been very satisfied — great service, reliable coverage, and transparent pricing.
That’s why I decided to try Iliad Fiber (Iliadbox FTTH) for my home connection. Unfortunately, the experience was completely different.

From day one, the connection has been unstable: devices stay connected, but internet access drops randomly, live streams freeze, and video calls disconnect.
I ran detailed wired and Wi-Fi tests, even used a FritzBox, changed cables and ports, and confirmed that packet loss starts from the second hop within Iliad’s own network.
I opened multiple support tickets and even sent official complaints (PEC), but technicians from Iliad and Open Fiber only performed short speed tests — which obviously look fine — and then closed the case saying the issue was “solved”. It never was.

After more than a month and a half of service instability, I decided to switch to another provider (Sky Wifi).
It’s a shame, because Iliad Mobile is excellent, but Iliad Fiber’s technical support and stability are nowhere near the same level.

It’s been WEEKS since I’ve asked a new SIM cause my old one has been stolen, I’ve had the same numbers for 15 YEARS and now with Iliad I have to get a new one because they cannot give me another SIM without me providing my ID, that has been stolen too!!!!! I provided my passport, the document from the embassy that confirms my ID and SIM were stolen… NOTHING, incompetent people, horrible service.

The worst carrer ever. In Milano with the optical fibre they are simply not able to resolve an issue of coverage after exactly 25 calls. The 177 is just joking and nor sorting out issue. We will contact the Iliad CEO Thomas Reynaud to try to sort out. We are keen to create reputation impact here because of after several months of paying the bills and still not sorting out we feel they joke with customers or they play as begginer in a very competitive market

Iliad, I really wanted to love your service — your transparent and fixed pricing is a breath of fresh air compared to Vodafone, TIM, and WindTre, who constantly play dirty tricks with hidden fees and price hikes.

But here’s the real issue: your internet speed is artificially throttled.
I can say this with certainty because I’ve tested the exact same phone with foreign SIM cards while roaming in Italy — and the roaming SIM delivered higher speed and more stability than Iliad itself. The moment I switch back to Iliad, the connection drops to painfully low speeds, even in central areas with full signal bars.

This feels dishonest. Selling 80–100GB data bundles sounds amazing, but what’s the point if the user can barely stream or make a stable video call? It’s like buying a Ferrari and being forced to drive it at 30 km/h.

As a foreigner living in Italy, I can compare Iliad with networks abroad — and honestly, Iliad’s speed manipulation is far below international standards. Even in my home country, networks don’t play this game of “pretending” to give you data while actually restricting performance.

Your transparent pricing is great. Now it’s time to be equally transparent with internet speed. Otherwise, you’re just repeating the same tricks as the old operators you promised to be different from.

My dad bought a chip with 19 euros in a trip to Rome for internet within europa but it did work only in Italy. Unfortunately he decided to recharge 10 euros while in Switzerland, and got charged 10 but no internet access was granted. it showed only 2 euros credit instead. He called the customer service but they only speak italian and hang out on us, the second try, again hang out on us, the third time, the employee could speak our language but after 1 min, the called was ended. We try the forth time and apparently we didn't have any more credit to make the called which is advertised as free call for customers. Stay away of this unserious provider. we just lost time and patient with so unprofessional and unreliable service. Stay away

Sfortunatamente il cellulare mi e' stato rubato all'estero, con la eSIM iliad dentro. al mio numero italiano sono collegati i miei conti in banca e i codici di autenticazione della mia mail di lavoro. E' ben 10 giorni che sto aspettando che mi diano una eSIM sostitutiva con lo stesso numero, sono bloccata all'estero e non ho accesso al mio numero, ne' al mio conto in banca, ne' alla mia mail di lavoro. Non si tratta di spedire un pacco con una sim, solo inviarmi il QR code via mail. Ho chiamato Iliad 15 volte (dall'estero, quindi pagando). Ogni volta gli operatori mi danno istruzioni diverse di quali documenti di richiesta caricare per ottenerne una sostitutiva. Sono andata alla polizia belga, tradotto la denuncia, andata al consolato 2 volte. Ho caricato una decina di documenti (con timbro della polizia, con timbro dell'ambasciata, non so piu' cosa fare). I documenti non sono validati dal team iliad, e anziche' vedere la ragione del perche' non lo siano, via mail o contattandomi nel portale, vedo solo la notifica "documento rifiutato". Ogni volta devo chiamare il call center, e le scuse sono infinite ("hai firmato pdf online invece che con la penna blu", "il timbro dell'ambasciata e' sulla pagina iniziale e non sull'ultima"), e cambiano da operatore a operatore. Ho anche mandato un mio familiare dai carabinieri in Italia ma sfortunatamente la denuncia di un furto estero non la possono fare (il carabiniere ha anche chiamato Iliad di per se' ed e' stato trattato di m***a pure lui). Un operatore ha insinuato che il mio familiare non abbia spiegato bene la situazione al carabiniere (?), questo e' stato veramente pessimo e supponente.

Sono da sola qui, senza accesso a conto/numero di cellulare, ormai da 10 giorni, e nessuno mi sta fornendo aiuto. Mai piu' Iliad.

ENGLISH TRANSLATION:
My phone was stolen abroad, along with my Iliad eSIM. My bank accounts and work email authentication codes are linked to my Italian number. I've been waiting for a full 10 days for a replacement eSIM with the same number. I'm blocked abroad and have no access to my number, my bank account, or my work email. I just need an email me the new eSIM QR code. I've called Iliad 15 times (from abroad, so I paid). Each time, the operators gave me different instructions on which application documents to upload to get a replacement. I went to the Belgian police, translated the report, and went to the consulate twice. I uploaded about ten documents (with police stamps, with embassy stamps, and I don't know what else to do). The documents aren't validated by the Iliad team, and instead of seeing the reason why, either by email or by contacting me on the portal, I only see the "document rejected" notification. Every time I have to call the call center, the excuses are endless ("you signed the PDF online instead of with a blue pen," "the embassy stamp is on the home page, not the last page"), and they vary from operator to operator. I even sent a family member to the police in Italy to file for my missing phone, but unfortunately they can't file a foreign theft report (the police itself also called Iliad and was treated like shit, too). One operator insinuated that my family member didn't properly explain the situation to the Carabinieri (?), which was truly awful and arrogant.

I've been alone here, without access to my account/cell phone number, for 10 days now, and no one is helping me. Never again.

I needed a physical SIM card and was warmly welcomed and helped in an Iliad store in Italy. The staff were friendly, patient, and very helpful. Within minutes, I walked out with exactly the SIM I wanted — at a sharp price, with a large high-speed data bundle. Chapeau for the great service and value!