Virgin Media Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3.1 stars
  • Customer Service
    2.9 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 8340 customer ratings since 2019-07-08 (Show all time ratings)

Visit Virgin Media   Read our Virgin Media buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3446 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
Awful. It's the only way to describe Virgin. We were finding our internet speed decreasing. in my room, a mere 20 paces away, I couldn't watch Netflix without it doubling the watch time with buffering. So we called them up. And they quoted 6 months free of up to 200, the next day we get an addition charge on our bill. When we phone to ask about it they claim we are now on 200 Mbps download speed. We were quoted this free! So then we test it, it's made no difference! So I decide to run some tests of my own. 6 feet from our router we aren't even getting 90 Mbps (89.68). So I move to our kitchen a mere 14 feet from the router not even 80 Mbps (78.02). Lastly I try my bedroom. We live in a small 2 bedroom flat. My room is 20 feet from the router. I got 16.86! We told them this. They couldn't give a damn. So we told them we will go else where. They are one of the worst companies I have ever had the displeasure to deal with. They were rude, uncaring, and disorganised. We were being told "we've run this test" then passed on to the next departments, they said they will run the same test. Then said the test hadn't been done yet. We will be shopping around. That's for sure. My biggest piece of advise: look elsewhere, don't waste your hard earned money on a company that won't care when they make a mistake at your despence. Good luck to you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Basildon Virgin Media  
More than two months for an internet installation. No feedback about the process. And now mi first bill came and I cannot see the discount promised. Virgin Media is a dishonest company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
London Virgin Media  
Mid contract price increase from £27 to £31! 15 % price increase was after 5 months I signed the contract. Very disappointed.
Over charged by £20 - the mistake admitted by the virgin team, still waiting for the refund after few months.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Salford Virgin Media  
I pay a lot of money every month for the privilege of being mid-sold the package I thought I was buying and faults quickly developing on the Internet , obviously not virgins fault! Only for the customer service to fob you off! Wouldn't touch them with a barge pole once I'm out of the contract!! Thiefs!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Virgin Media  
After 9 years of being with Virgin Media I have now finally left them and just joined up with Sky. Never known a company with such poor communication between not only me and them, but also between them and their colleagues!

I moved house 3 weeks ago and when my installation for transferring my services came there was a problem. The cable that runs under my drive way was basically damaged. Virgin media wanted to dig up my drive, being a newly brought property with a newish driveway I refused. Several different engineers even told me that Virgin Media will make a mess of the drive. So at this point I spoke to an area manager whom we discussed an alternative route for new cables to be laid.

I was told the cables needed to be laid before my new installation date and that someone would be out. This didn't happen and I continuously rang them up until my new installation date on the 27th September to say that my cables still hadn't been laid. I was assured that the engineers coming to do my installation would be laying the cables and doing the installation.

Surprise supirse when the 27th September came (yesterday) the engineers turned up and said they aren't qualified to lay new cables and are only here to connect my boxes up. They then rang the area manger that I had previously spoken to, he assured me that a construction team would be out that day to lay the cables so the two engineers that were here could complete their job. Guess what, that never happened, these poor engineer guys kept coming back out during the day to complete their job only to find everytime that the construction team still hadn't been!

I then rung and complained as was assured by a lady at the technical team that the installation would be completed by the end of the day. So 5pm came and the area manager decided to ring me and ask me "Are you sure you don't want us to dig up your drive?" This is a question he had already had an answer to over 2 weeks ago when I told them NO. I them asked if the team were on their way and he said no he had been in a meeting all day so was unable to arrange it!! This was a blatent lie aswell as several times when the engineers arrived here throughout the day they was on the phone to him! So he basically had no intention of arranging this work to happen even though he had 2 weeks to do so after my first installation was meant to happen. Therefore I sat in all day long yesterday under the false pretention that I would be all connected up!

I advise if you are thinking of going to Virgin them DO NOT. The centres just tell you anything to get you off the phone and are no help whatsoever and the managers are even worse.
Birmingham Virgin Media  
Customer service is poor and does not make it easy to find the answers you need.
The broadband itself is really fast but it is badly held back by the network equipment. The router they provide is slow, short range and unreliable. I switched it to modem mode and used a different router, the WiFi jumped from 10mb/s to 70mb/s.
If you want to get the WiFi you paid for you will need to switch to a third party router.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Portsmouth Virgin Media  
Dreadful, absolutely atrocious.
A simple task of cancelling my account (I am moving house) has resulted i over 10 calls; numerous emails; incorrect bills, overpayment. It goes on. Dont tough Virgin Media with a bargepole. Still not resolved either.
A
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Shiplyey, West Yorkshire Virgin Media  
Virgin repeatedly told me that my internet problems required me to shut down and restart my computer. Broadband running slow and frequently dropping out. We pay for the top speed ! After months of this they admitted that they have to few cables in the area to handle the demand and they refunded me £10 (approx) per month for my trouble. However, I know that they were still selling the service in our area to unsuspecting people. Is that even legal ?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Grimsby Virgin Media  
Broadband speed is great, wifi is a bit disappointing
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
East Kilbride Virgin Media  
Well hats off to virgin they have succeeded where by failed.... they make by look incredibly good value for money, reliable and with broadband that works, not very well but it works the majority of the time unlike virgin. To be fair virgin Customer service is thhe best absolutely phenomenal but with no product to back it up!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    1 star
Leeds Virgin Media  
After cancelling the installation more than 4 times and leaving us with no internet for 6 weeks during the lockdown, I can say that I am simply appalled, not just at their lack of bother towards their potential customer but also at the endless list of excuses they were ready with when we called them. Had they spent the same amount of effort generating actual results rather than excuses, we would have been happy customers. The most interesting part is that they refused to allow us to cancel out contract with their customer service team offering us endless incentives as an alternative option.

At first we were understanding, knowing that Covid-19 has caused delays in the running of many companies but after no internet for 6 entire weeks, I can guarantee that this was less due to Covid-19, more due to the absolutely shambolic, unorganised and unprofessional nature of the company itself.

We did not want the £5 per day or the reduction of the monthly payment. We didn’t want excuses either. We simply wanted WiFi! And that was something Virgin had claimed to provide however had the audacity to cancel the day before the installation.

After having to go through the nightmare of doing my online law exams using my mobile data, I can guarantee that I will NEVER go for Virgin again and advise you not to either.
Streatham Virgin Media  
After starting brightly when I first had them, Virgin Media have dropped off a cliff.
They always had appalling customer service, but while the speed was good that was not so much of a problem.
Now the speed is poor, it's hard to contact them and when you do you get a person in a call centre in India who although trying their best has no idea how to help you half the time (apart from stuff like "let's restart the router" - as someone working in technology who has a very good development team in India I know this is nothing to do with the people in India but their training must be terrible.

I have finally pulled the plug after 4 years as they really are appalling now - I get ~10MBps but I'm paying for their XXL which should give me up to 200MBps. That is just a fantasy which they never come close to.

Richard Branson should be ashamed to have his brand name with this load of muppets.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
If you want an expensive fast broadband then virgin is good, HOWEVER if you want a reasonable telephone service cost then Virgin is not for you at 10p connection charge for every call plus call cost !!! and land line cost WOW
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
brighton Virgin Media  
The broadband is running at 1 mb I'm paying for 50 mb my 02 iPhone runs at 25 mb no problems . Rang up to complain was told engineers are fixing it . However been 2 months now . Wanted to cancel contract was told I couldn't without a termination fee . Never again will I get Virgin . Going back to good old BT .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Virgin Media  
Fed up of on going problems with Virgin Media, keep being told that it runs slow in the evening because of amount of people using it but thats the time I need to use it as my son has skype lessons. the customer service are so rude and most of the time hang up on you and I even tried the main CEO office and even they don't care and hang up on you. Please don't bother going with Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
coulsdon Virgin Media  
I have been Virgin Media for several years.
Currently they asked me to pay £ 2650 (yes it's twothousandandsixhundred pounds and more) for allow me to have the cable when the road where I leave it's all covered with Virgin Media cable except my building.
It's three years they promised that they will improve the network, it never happened instead the asked me the above mentioned figure.
My neighboor leaves about 1 yard away from me and he has got cable.
Virgin Media customer service and complaint department I believe have changed on the last three years.
Virgin Media said they have change some major admn structure three years ago which might have effected their services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Charlton Park Lane Virgin Media  
During this past weekend Virgin broadband was down for 51 hours, it eventually came up for the area this morning at 12.00, it effected several dozen streets, The customer service from India was appalling, will be moving broadband supplier with the next month, I have been with Virgin (NTLWorld) since 1998, but I am not being treated like I was again by the virgin customer contact team who could not be honest with me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Derby2 Virgin Media  
Absolutely appalling service. At first the broadband speed was okay then it started dropping off intermittently everyday! Called customer services on several occasions, they say they running diagnostics, changing channels etc. and still the problem is not resolved. They refused to send out an engineer for wireless connection problems even though numerous attempts to fix over the phone have failed. The final straw came when I told if I want to disconnect the service that was my decision. Surprise, surprise when I call the disconnections team they offer to send an engineer! Apparently, Virgin and other broadband companies do not supply WiFi so if you have a problem you're on your own. Perhaps I should connect all 8 of the gadgets to the box with a cable! Thank you Virgin for taking my money for no service and basically telling me it's my problem if nothing works not yours!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Coventry Virgin Media  
I've just switched to EE due to the fact virgin could not offer me much in the way of a new deal (I don't think they are great at looking after existing customers) and the speeds I'm getting didn't warrant paying £40 a month for. I paid for the 50mb speeds but got nowhere near that, downloading games on the Xbox was particularly slow. The cancellation with virgin was a nightmare they won't just accept you're ringing to cancel, starting telling me what a terrible decision moving to EE is and that I'm a 'brave lady'. Still even at that point they couldn't match the price EE offer and I had to laugh when they tried to get me to take the 100mb with them when I already told them they struggled to supply me with the 50mb I paid for.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Southport Virgin Media  
Disgusting don't sort things out tried pay bill and the system was down still didn't get it sorted so left me with no tv as they cut it off on on a Sunday of all days and everyone knows banks are closed on this day there fault completely I'd advise anyone not use this complete and utter incompetent company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke On Trent Virgin Media  
Rang virgin today as my land line is not working engineer coming on Tuesday fine. Wanted to query my bill going up by £2 something a month was told as my 12 month contract e d's next month this is the reason a d from September it will be £43 per month instead of £33 so told them to put me through to cancellation as I am not prepared to pay this for rubbish internet so woman said it will take 2 or 3 minutes after 8 minutes it cut off so I rang back to speak to cancellations and was told they can't deal with me as their systems have gone down so can I call back in a few hours so I said can someone call me back as all in all I have just spent over 45 minutes on the phone which I have to pay for to which the planks reply was no I have to many other people go call . I think this says it all customer no care is what they should rename it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mitcham junction Virgin Media  
Very poor service, in the last 2 weeks we have had 3 days of no internet and no Virgin TV. I phoned them 2 weeks ago and they agreed to refund 2 days service. When I eventually got hold of them again today they said it was maintenance. They also said that they always write and inform their customers if they are doing maintenance, I have never received anything from them informing me. I asked why I was paying for a service that I am not receiving, they have said they will now refund 3 days usage, but as yet have not refunded any. They also said that a 'manager' would call me within 2 hours today, but this did not happen.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Guildford Virgin Media  
I have had problems with virgin internet for the last 6 months and they still refuse to send an engineer out. Customer service is a complete joke most of the time you can't understand what they are saying.!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BRISTOL Virgin Media  
After reporting a Virgin Media cabinet open outside my property, over four weeks ago, I finally got a call from them today. A man from VM called me at work to ask if the cabinet was now closed and locked. When I told him I didn't know as I was at work, he asked me if it was closed when I saw it last. I told him I didn't check it at all, as it wasn't my job. He didn't seem interested after that. What a joke!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
Where to begin? DO NOT JOIN VIRGIN MEDIA. REPEAT, DO. NO. JOIN. VIRGIN. MEDIA.

I am currently going through a very stressful divorce from Virgin Media after over 20 years of being a so called 'valued customer'. Well let me tell you that I don't feel valued. AT ALL! I have been lied to constantly, let down, suffered bad service and been passed from person to person, as well as suffering the constant automated choices each and every time I've called them. The last time I phoned them, which was because the engineer, who was supposed to turn up on Tuesday 16 May between 8am and 1pm didn't arrive. They didn't even bother to phone to inform me they wouldn't be coming. What's more, on the Friday beforehand, they'd cancelled my subscription services, Sky Sports and LFC TV without consulting me!! When I phoned to complain about the engineer not turning up and being told they couldn't come until Thursday 18th, I told them to cancel everything (Full House TV, Sky Sports, LFC TV, 200mb b/band and home phone). They had the absolute nerve to inform me that I had a good deal (£274 p/mth for 2 V6 boxes and 2 TiVo boxes plus the above). I told them it wasn't good if I hadn't received it! When I said I was definitely cancelling, the guy I spoke to said it was a shame to leave after such a long time. I said that's what happens when you offer such bad service. He didn't even fight to keep my custom. I'm surprised they have so many customers if that's the way they treat them! I'm awaiting the Sky engineers now, who are planned to come and install my services on 1 June. I can't wait. I only hope that I get a better experience than Virgin have provided. At the moment, I am struggling to trust in companies.

As I said, I've been with Virgin (formerly Telewest and Blueyonder) for over 20 years. The customer service and services offered used to be much better, but have deteriorated over the years. I'm so glad to finally be leaving. Good Riddance!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
Absolutely awful, ever since I have started using virgin I have received a shocking 2mbs at the most even though I am giving money for 50mbs which will apparently become 70mbs.This is getting so bad to the point where I am having 72kb at the time of writing this. The virgin help line is also awful because I'll either receive the generic "turn it off and on again" response or a temporary fix that lasts an hour. I am also receiving a packetloss of about 5% making it challenging to complete my work online. Finally, after contacting virgin through the help line they said they are under maintenance until April which is shocking coming from a company that has a space program.
West Wickham Virgin Media  
Broadband faulty twice in one year. Last time it took Virgin a month to fix it.
Without it again, "expected to be resolved" in a week (!).
Last time the week became a month.
Regretable. I am cancelling my account.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
W67JY Virgin Media  
I've been with loads of mobile providers over 18 years and this is definately the worst. Internet and texting works intermittently so most of the time doesn't send messages or log on to Internet. Customer services say it's temporary, then say it's my phone when i've tried various phones. Now they've decided it must be the SIM Card so i'm waiting for a new one-which they said would arrive today but hasn't. Never paid for such a faulty service- it might be cheap but that's because you're paying for nothing!
Leeds Virgin Media  
Worst broadband company that i have ever joined with. I just recently moved property and found out that they don't provide their services to my new property. Therefore i have to pay £152 cancellation fee, which does not make sense in any way, because i am not cancelling because i want to, but i have no other option because even if they provide me with another option i still get charged the £152 cancellation fee. This is just robbery, and i recommend no one to join virgin media at all.
London Virgin Media  
My contract is expiring to-day I rang to see if there is a deal or can I stick to what I have at the same cost, but I was put on hold for about 58min just to get an reply NO DEAL only for NEW CUSTOMERS … this is against the LAW NEW or OLD customers can qualify for the same DEAL as advertised on TV or the NET.

I was talking to some junior who did not understand as to what I want so I asked for a manager who kept me on HOLD for that long to give me a reply NO DEAL … what a crap service

Virgin Media needs to listen to this phone conversation and replace these kind of managers who don't have respect for their customers.

is VM become so big that they don't need customers .. read the reviews of other customers and get working to employ better staff.

I wish there was an option to give a -* instead of 1*
  • Satisfaction
    1 star
  • Customer Service
    1 star
Middlesex Virgin Media  
I'm so unpleased with their service and would not recommend. All in all I've had it for less than 2 weeks. It has been down twice. I just woke up to the box again not working and I have to wait till tomorrow to get an engineer! Customer service is decent but it is so frustrating having to hear "sorry" every few days and them not delivering. I'm just wondering why their marketing is so deceptive
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
overprices and undervalues customer loyalty, prices continues to increase every year and claim it is due to wanting to provide better service but that seems to be a investment to be better than their competitors at the cost of the customer who don't want to change their broadband package, they seem to appreciate new customer more over existing ones and even being with them for 8-10 years i pay more than new customers and they cant seem to offer better deals unless u pay more when u cant afford it.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
sheffield Virgin Media  
This package offered as three months trial period and there was a problem setting up our broadband and the rest of the services, I called virgin media on 15 August to enquire about the end date for this 3 months trial period. As I received an email from virgin on 12 July asking for feedback about your services within first month I thought the service has gone live on 12 June, therefore in this conversation I asked whether the service went live on 12 June and this was confirmed by the customer service representative.

I then called on 6 September 2017 and requested for cancellation of this contract and I was told by a customer services representative that I need to speak to a member of national homebuilders’ team to cancel this service. The call was transferred to this department and after being around 20 minutes on the line, an automated message played stating that due to technical issues my call will not be answered today and I will be contacted with this regard. Since I was given 12 September as a final day of our three months trial period, I then contacted virgin on 11 September to clarify that I do not want to proceed with this broadband and I would like it to be cancelled.

I talked to a customer services representative in the evening of 12 September and to my surprise, I was told that this could now be cancelled by a member of customer services department, although I was told that this only can be dealt with by national home builders’ team.

I was then told that our cancellation deadline was 8 September and not 12 September and therefore we are liable to cancellation charges and this service only can be cancelled with a 30 day notice. I requested for our conversation on 15 August to be listened to confirm what I was told, but David the representative refused to do this and stated that I have called late and I am liable for the cancellation charges.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridge Virgin Media  
Not happy with their poor speeds. Was told 100mbps. Was fine initially. Soon after, the speeds slowed down and never really picked up. Unreliable speeds. Customer services not very reliable. Especially when it came to renewal. They wouldn'tgive me a half decent offer. Whereas other people who have faster sppeds have told me they're getting bundles much cheaper than what virgin media was offering me. Every time I called, the renewal price offer seemed to increase.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Hertfordshire Virgin Media  
The broadband speed is good but the customer service and organisation structure is rubbish, there is no way that you can speak to someone to solve your problem and there is normally a long queue for your call to be answered. They have the online chat feature on the website for fun as it is never available! I had this problem with them before when i did a three months trial and moved to Sky but had to come back to them as their broadband speed was too good for the price they were offering and now i do really regret it!

On top of that, looks like the customer service is a one man team based in india that need to put me on hold to find out that "they work until 10:30 UK time!".
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Cambridge Virgin Media  
They are complete Rip off, charged me £80 for international calls then they said we won’t charged you from next month and you don’t have to pay any extra from next month. It’s a biggest mistake to be with virgin media. Extremely rude phone conversation and unsatisfactory service provided on phone. Can’t use WiFi in my room upstairs.
Be sensible and don’t join virgin media ever again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Morden Virgin Media  
I have this service from 15 days. I am paying for 100 mbps. But getting 23 to 43 mbps from last 5 days. I tried to contact service center to raise complain tjey start testing and the call even drain my balance. So losing all the way. Very bad service and i wont recoment anyone to take this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Virgin Media  
I took line for 100MBPS, they told speed will vary sometime. but now the condition is its between 23MBPS to 40 MBPS, when raising a complain, then they are saying that speed is good and we told it will vary. woow, vary by how much percent more than 50%... what kind of business they are running.. don't know. but very unsatisfactory service from Virgin Media, Please no one go for this kind of over advertised, low performance company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
YO317TU Virgin Media  
New to virgin media not impressed at all wifi signal in house is rubbish probably crap router been with plusnet customer for few years will go back once contract runout money you pay for speed you will only get half of it stay away
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Slough Virgin Media  
Just to update all on customer service of virgin media. They are the worst in giving customer service. They are so rude that it seem they are paying us or they are our Boss. Think of complaining for these staffs of virgin media to the top level.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manor Park Virgin Media  

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