Iliad Reviews 

Now I understand the low reviews here.
I have a fiber line that does not function well since the beginning 3 weeks ago.

Zero customer service. Nothing!

Terrible 5G connection issues, constantly not working out incredibly slow, worse than 3G ever was.

Appalling activation of fibre. I've waited 5 weeks and still no contact from the technician to arrange an appointment.

Iliad, a great choice for being connected with plenty of data while on vacation in Italy. Rossario, from Garibaldi Central Station, was very kind and helped us greatly. Thanks

Great! After suffering with TIM for a year I decided to swith to Illiad and didn't regret it. The prices always stay the same (with TIM there were many surprises), and human customer servise that is always helpful and professional. I would recommend it to anyone living in Italy

It's great they entered the market because they caused prices to drop across the board.

However, they're quite scammy when it comes to charges. Calls to EU numbers often take your credit to 0 with a single call.

I switched to Fastweb because they have unlimited internet for similar prices.

I would give 0 stars if I could.

This has been, without a doubt, the worst mobile provider experience I have ever had.

I purchased an eSIM, but the QR code they provided did not work from the very first attempt. I contacted customer service immediately, and they told me to wait two days because the eSIM would become active. After waiting exactly as instructed, I tried again, only to find that the QR code had expired.

I then visited an Iliad store several times asking for a replacement QR code, but they refused. Instead, they told me I had to submit an appeal just to receive a new activation code. Since then, I have called customer service every single day to ask about the status of the appeal, and every single time I receive the same answer: “Iliad hasn’t reviewed it yet.”

Meanwhile, I paid for a service that I have never been able to use, not even for a single minute.

Now I am about to leave Italy. I don’t live here permanently, and I requested a refund. I was told I cannot request a refund until the appeal is resolved. On top of that, they informed me they cannot refund my international bank card, even though they had no problem charging it in the first place. I don’t have an Italian bank account, so at this point it feels like they’ve simply taken my money without providing any service.

Customer support is completely useless. Every operator says they cannot do anything and that I just have to wait. Nobody seems to know what is happening, nobody takes responsibility, and nobody offers a solution. To make matters worse, several operators were rude and dismissive.

I paid for an eSIM that never worked, I wasted hours calling customer service and visiting stores, and I am leaving the country without ever being able to use the service I paid for.

In my opinion, this is completely unacceptable. Avoid Iliad if you value your time and your money. This has been the worst experience I’ve ever had with a mobile provider.

Iliad is a total scam!!

When I bought an Iliad SIM card I Naples airport, I informed the customer service representative that I needed it only for a 10‑day visit in Italy. .

I recently discovered that they continue to charge me every month, even though I have not used the SIM following my short visit to Italy. Their customer service refuse to reimburse me for the extra charges, and their web site doesn't provide means to stop the subscription, so I have to cancel my credit card now! Stay away!

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 💕