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
    3 stars
  • Speed
    3.2 stars
  • Reliability
    3.1 stars

Based on 8833 customer ratings since 2019-01-19 (Show all time ratings)

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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.

3285 Customer Reviews for Virgin Media

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Reviewer Location Reviewing Date Ratings
When it works, it works well. But for 75% of the time, it is useless! Paying £41 a month and the internet breaks every single day, without fail. The ping is never stable, making any sort of gaming impossible (ranges from 20-140). Currently got 60 ping and 4 mbps download. Should be 75mbps...

On average 3 times a week the router has to be reset, sometimes twice a day. Constant disconnections. So unreliable. 1 star is too much. If you get any work that has to be done now and for tomorrow, the router will fail you.

DO NOT GET Virgin media's Broadband. Causes too much stress for the little while it does work.
  • Customer Service
    3 stars
  • Speed
    4 stars
Coventry Virgin Media  
Joined Virgin media when we moved into our property as our mother in law uses them. The first year was great overall, then we joined for another year and were very disappointed. The Internet is so slow and cuts out. After numerous calls about this they say it's fixes but the problem still arises. After being a valued customer for 2 years we have never had anything to say thanks. After this year end we won't be joining them for another year.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
Virgin Media  
If they had a uk based call centre they would get a better score. Speed isn't what it is said it is.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
GATESHEAD Virgin Media  
Useless customer interface at TravelLodge. What chance of decent service if they can't provide a sensible interface for a multimillion contract? Wouldn't touch with a bargepole
  • Customer Service
    2 stars
  • Speed
    5 stars
New Brighton Virgin Media  
Nothing wrong with broadband but we were sold broadband and landline. When engineer came out to install he advised we could not get landline as no capacity so left us with just broadband. Contacted virgin advised to leave it with them and would be sorted but till we got landline we would not be billed. Month later still no phone or further contact. Broadband stops working. Phone virgin who advise they have cancelled our contract. No warning no reason. Nothing we can do. Tough luck. Have had to sign up to new package will need to change all contact details again, wait two weeks for installation and they still don't know if we can get a landline.
  • Speed
    4 stars
  • Reliability
    3 stars
Shipley Virgin Media  
Two years with Sky broadband - no problems at all.
Less than a month with Virgin Media - down over Christmas and not being fixed until the New Year.
Due to a new build, we’ve been basically given no choice but to use Virgin (outrageous), otherwise would never have changed.
  • Customer Service
    4 stars
  • Speed
    3 stars
London Virgin Media  
It is normally very reliable. But now something seems to have gone badly wrong with their customer services. I have spent about half an hour listening to the horrible 'music' on the phone waiting for somebody to reply. The online service is no better if you need to talk to a person. Its very frustrating. Im paying £80 per month for this and I've had enough!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Cambridge Virgin Media  
Can't fault the broadband speed or service.
However i refered a friend and they shafted us. We've phoned up repeatedly to sort it out.
My friend recieved an email saying we'd get 50 pounds each.
Called them afew weeks ago and spoke to a nice to send her a copy of the email,liked her a lot.
Called today and then said no you both don't get 50 quid each i get 50 and my friend get free installation. We didnt get jack. Waste of time since richard bransin sold it.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
nottingham Virgin Media  
When it works, broadband is great... but is very, VERY unreliable. If I wanted to, for example, play a competitive online game, I simply cannot, as the connection will randomly cut off for everyone and refuse to come back up for several minutes, often giving random "you need to provide credentials or sign up to your provider to access the internet". This has been happening for months and while the customer service for the setup was not bad, I think we will save ourselves the hassle of trying to get this fixed and just swap back to Sky or BT.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
North East UK Virgin Media  
Totally useless technical support that are just like robots and never listen to what you’re saying
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
Received a router and within a week of setting it up the Wi-Fi had stopped working. I called up and it took 3 and a half weeks for any process to be made with each phone call going over a hour. Being transferred between departments countless times. I suggested they send me a new router due to a Mac number complication and they said they would.... and never did so I called back had to go through the problems all again, swear they just don't make notes on the account or somthing and finally they agreed to send me a new router.
Now I have the new router it works lovely. But all the hassel and stress could have been avoided if only they actually listened to me when I first called.
Wi-Fi quality itself it great but the customer service was terrible and I will not be going with virgin media again.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Virgin Media  
Customer service is awful - so frustrating to be on the call passed between departments, upsold, put on hold, and re asked the same questions over and over again. It's almost like they are trying to be difficult.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
LONDON Virgin Media  
The speed is really good. But you can end up with 2-3 weeks of no broadband service and Virgin Media customer service won't help you (even if you managed to get hold of them)
  • Satisfaction
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Basildon Virgin Media  
The last couple of months the speed has been consistant but before that it dropped to below 1mb. Oly 1 of the Virgin 'Techs' did any thing but the minimum to help.
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Kingston,Surrey Virgin Media  
TERRIBLE CUSTOMER CARE. The VM engineer created a deep, 12 inch long scratch in our brand new wooden floors in mid-August. It's now mid-October and they've done NOTHING about it despite 5 calls and 3 emails. My advice: go with Sky.
  • Satisfaction
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
Quality of broadband service is fine in my area and I've had few issues with continuity of service.

The customer service however is appalling. The log in process, security questions and the like are abysmally co-ordinated. After three years, they still haven't managed to remove my ex-partners details from the account and account security data, despite repeated requests. It is also virtually impossible to communicate with a human being to resolve any issues.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Lincoln Virgin Media  
Not especially pleased with are broadband can so called get speeds upto 100mb, after doing a test a few times doesn't seem to go any higher than 38mb which is disappointing..
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Frome Virgin Media  
Customer 'service' - I've never known such a level of incompetence in my life. I'm STILL trying to get myself registered as the primary account holder a fortnight after I took over my son's connection when he moved out. After jumping through numerous hoops on the phone to actually talk to somebody, I ended up talking to a human automaton at a call centre god-knows-where. I couldn't understand a word they were saying, and vice-versa, and eventually all they succeeded in doing was changing my contact email address. After complaining to Virgin Media on Twitter, they suggested I contact the online chat help team. And guess what? The 'online chat team are unavailable, please try again later'. And have been sodding 'unavailable' since Monday (it's now Wednesday!) So I got onto VM via Twitter again, and they've given me the call centre number again! I've replied in no uncertain terms that I will NOT be signing and sending back the contract in the post until this disgrace is sorted. And I've given them until Monday to do so, or it's goodbye from me.
Just as a matter of interest, I wonder if they actually read any of these reviews? If they do, they probably don't really care as long as the money continues to roll in.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Rugeley Virgin Media  
The broadband they provide is excellent, but their attitude towards customers and way of doing business is a disgrace.

They admitted to me on the phone that prices will increase every 12 months. They have an absolute cheek to offer 18 month contracts.

They treat customers with utter contempt and justify their behaviour by saying Sky/BT etc all do the same.

Not good enough.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Falkirk Virgin Media  
The nightmare of trying to organise the disconnection and re-connection to my new home was laughable. In the process I had to confirm my old and new address and password 7 times. Cheap outsourcing has its consequences and your call center on this occasion left me utterly frustrated and fed up. We need some decent competition to Virgins fibre optic services, anything would be better than this headache!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
London Virgin Media  
Once a night it dies, constantly restarting router, installed my own router ... dies every night. Amazing speeds when it's working but very unreliable. Vivid 300 speeds from 10mb to 280mb upload always 12 mb
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    1 star
Glasgow Virgin Media  
Great internet but phone service and WiFi from Super-hub it utter rubbish. Counting the month's until the contract is over.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Leicestershire Virgin Media  
customer service appalling. cancelled my 3 month free trial of sports package/movies but still being charged. Contacted them on numerous occasions to no avail - its theft. superfast boardband and tv package great but wouldn't recommend virgin to family or friends simply because if something goes wrong customer is non existent.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
north east england Virgin Media  
Phoned 3 times today.
1st time to get my virginmedia password re-issued as I couldn't get it sorted on line. I got a very helpful lady with an accent that makes me think she was not UK based. it took a while and she tried very hard to help and eventually she got it sorted, I think the problem was the system rather than her. try getting them on Webchat, I have for 2 days and got absolutely nothing, anyway we got there in the end.
The 2nd phone call was to query my bill, I got a man with a accent which again made me think he was not UK based and he repeatedly answered a different question to the 1 I was asking. He kept telling me no discount possible but I hadn't asked for a discount, I was querying my previous bills. He them proceeded to give me a postal address to send my correspondence to. When I asked for his manager, he said he didn't have one. I was starting to think he was being deliberately difficult so I thanked him for his time and hung up.
The 3rd time I phoned was to cancel my contract as the previous idiot had annoyed me that much (and I had a fairly good offer from SKY). I got a man with what I think was a Welsh accent, he couldn't have been more helpful or honest if he tried. He directed me to where I could resolve my billing query and made me a pretty good offer for renewing my contract.
The actual broadband is quite good if a little unstable at times. I have had terrible experiences with Both BT and Talk Talk before so all in, they are not the worst.
To Virgin media management, sort out your customer services. Cheap foreign call centers are not cost effective if they are losing you your customers.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Derry Virgin Media  
WiFi from the router is erratic, even after engineers' attention.
TV signal sometimes breaks up late at night across all channels.
Tenda WiFi mesh system with a unit on each floor made WiFi better since Xmas.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Sheffield Virgin Media  
Paying £79 plus land line in advance. No income since April so tried to cancel and just have broad band. THey would not let me ! I was transferred to 3 different people who ignored my request and kept trying to sell me a different package. Eventually the 3rd person said I could have the same package that I have for £29 a month. Leaving the phone off the hook as it’s only scammers who use it and freeview because it’s a better picture, and android box.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Redhill surrey Virgin Media  
Broadband is medium speed, especially wifi at home is often very slow. Additionally, chose BT sport initially as i wanted to watch premium league, as it did not show all matches Virgin media customer service advised to get the more expensive pack Sky sport as they show all premium league matches. Today when 4 matches were playing NOTHING, not even 1 match was shown on the any sky channel. Complaint about misinformation given by agent and cancelled package immediately.
deceiving information given about packages.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Thamesmead. SE London Virgin Media  
Virgin Media customer service is an absolute joke. Same goes with their policies. Got an upgraded bundle with 2x speed internet from my previous that included phone as well. I was only interested in the internet so I haven't even got a phone. Last bill they charged me for phone calls to certain mobiles!!!! When I called to explain the issue they send they will send an engineer to check if it's a cross-line and said my DD will be paused until this is fixed. Apparently a massive lie because I was still charged almost 3x my normal bill amount for phone calls when I don't even have a bloody landline! This is an absolute joke and I hope the authorities get wind of this cowboy behaviour
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Birmingham Virgin Media  
It is great when it works. But if there is a fault Virgin Media is not helpful at all! You will be trying to get to the customers service in hours and they will be fixing their faults for weeks and months.
Here is what they posts to customers: "Virgin Media are unable to offer a fault free service".
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Essex Virgin Media  
every single day after 9.30pm speed drop.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
watford Virgin Media  
I have been left angry and frustrate by the way I have been treated by Virgin Media and I'm only 3 wks into my contract.
The engineer installed everything he could but couldn't register it due to problems in the day. I finally get through to register at 7pm using my mobile.So phone or internet for approx 5hrs.I had to connect phone.
Sister concerned as she couldn't get through to me having rang several times I'm disabled and live alone.
Find out phone not working, contact virgin new number given even though I'd asked to keep old number. Contact virgin to be told that it's unlikely i can have old number as they are only given a week to transfer. Contacted previous provider virgin hasn't been in contact with them!!! So my account still open and they will wait for Virgin to contact them.
Have to wait at least 14days before I get old number.
Today I find i have a bill from previous provider 53.87 and to top it all virgin has taken 102.95 for a service that isn't fully up and running.?
Virgin technician arrives today with another piece of equipment.
I Now Have an extension lead of 4 olive connect to 3 plugs = 7 plugs in a 2 plug socket. When I complained about fire safety risk they want 99.00 to install extra plug.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Leicestershire Virgin Media  
I was rather satisfied with Virgin until I moved home. They claimed that they could not schedule an openreach engineer to connect until 3 months after I moved. Yet another provider installed me within weeks. I told them that I would not pay the cancellation fee, given that they were not able to provide me with the service. Even before the deadline to pay the bill, I received a very threatening letter from a debt collecting company. I paid as I planned to on the last day and then told Virgin that I would bring the issue to the attention of ofcom. Then they paid me back. But that was little reward for the hours spent, waiting on the phone, being transferred from one service to a random other one trying to get rid of me complaining...

They may offer the best speed, the best deal, I will never go back to them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
nottinghamshire Virgin Media  
Having recently switched to the 60mb Broadband deal, I am more than disappointed that I not not been able to achieve anywhere near this speed. I have completed several test over the past few days at different times of day with wildly varying results, however non of these come anywhere near the 60mb max. offered by my supplier.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Blackpool Virgin Media  
Terrible customer service, wouldn't answer simple questions and kept offering new offers when I just wanted to keep the contract I am currently on. Very difficult to understand them over the phone due to the strong accent. Eventually sorted what was meant to be a simple procedure as I am moving house but didn't fully complete the process over the phone. Then sent an email saying I needed to update my details online for ebilling which surely would have been easier to do over the phone. I haven't been able to do this as the instructions aren't clear and the website is extremely confusing at times. Looks like I will have to call back and deal with the poor customer service again. Not happy.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
South Croydon 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  
When virgin works it works incredibly well, but when something goes wrong it is impossible to get a clear indication of policy let alone a resolution. I booked an installation at a new house and asked for my service to be terminated at the current one at the end of the month, it was turned off mid month - all three services phone broadband and tv - when you work from home the first two are imperative - the third not so much. When I phoned on the Friday I was told it was a network fault and just coincidental- on Saturday it wasn’t a network fault but they had disconnected me and would need to fill in a reconnection form which could take UP to 72 hours - Tuesday - they were sorry it had yet to happen but would guarantee that it would be back on inside of 24 hours - 24 hours later- the wrong form had be used and she would now fill out correct form and it would be done in 72 hours - one week later we still wait. I have asked for this to be escalated but there is never anyone higher available to speak to. On a positive note the staff are all friendly and no matter how irrated you get they remain calm - I am guessing practice does make perfect! They should put their technical guys on the same course!

All in all I wonder if just cancelling the lot and going elsewhere would be quicker - virgins broadband speed is awesome - customer service - aweful!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Woking Virgin Media  
Brilliant product but the customer service is beyond shocking.
I was out of contract and wanted to cancel my contract because of a change in circumstances due to ill health. The first representative told me there was no problem and as I was out of contract this could be done immediately. They put me through to cancellation department, they said I had a debit balance so they couldn't close my contract. I knew I did not have anything outstanding, and having been transferred to their accounts department, they confirmed there was nothing owing. Over an hour on the phone and I spoke to NINE representatives. By the end I was actually close to tears and the person I spoke to was actually ridiculing me. I would NEVER go with Virgin Media again, and strongly advise people to give them a miss. I had trouble earlier in my contract with them, and I know these are bit isolated experiences. VIRGIN ON THE RIDICULOUS. There are other companies out there who offer good broadband service, and who offer better customer service. Be warned!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Greater Manchester Virgin Media  
I'm going to write an HONEST review as it seems most reviews are from people who come online while they are upset so I wanted to write one from a neutral perspective to help people decide. Overall Virgin Media is pretty good though it does come with a few problems and they have recently told me that when it comes to reimbursement from downtime they do it specifically by the day, in other words they no longer give you anything back as a gesture which I think is bad for a company that makes millions off every day people, one of the things for me that keeps me with a company is how they treat you and appreciate you as a customer (O2 lead by example on this!!) so they have become pretty greedy with money really and I think this should be changed. About the speeds, well generally I get good solid speeds of around 70 - 75 MB on the download and this is usually good, even on Wi-Fi too on my phone I get this and the signal seems pretty strong considering the router is upstairs and the room downstairs connects fine with the blu ray player which is opposite side of the house downstairs, we get around 2 - 3 bars on the signal strength and Netflix words fine BUT (and this is a big but) their consistency isn't the greatest and I have had a few outages recently and quite a lot of line drops, some of these line drops are so small you don't notice but they are there and stability isn't really their strongest thing (I'm not sure if any other company has this but Virgin definitely don't), watching Sky Go can often get the odd buffer due to this and I do think this is something Virgin need to get sorted considering they're not the cheapest of the bunch, which brings me to that point, the cost. Virgin Media are a little over priced, in fact VERY over priced really because although the packages and services sound good (and they are when they're running consistently) they're not very solid, they're very tight now due to a new 'policy' recently of only able to credit any downtime you have by the hour due to the computers and how they log reimbursements, so basically if you're a day without internet you're probably going to get a couple of quid, if that, which is pretty bad considering how other companies give you good gestures of good will after loss of service etc... so they're starting to become a bit greedy really and that's VERY off putting. They need to reduce their prices a LOT if they really want to compete and be the best out there because when you're paying so much for a broadband that's not really all that stable most of the time, it's pretty bad and even so they are still over priced. Generally the experience is good but it's not good to validate the prices they charge by any means, other than you do get a good speed (maybe different area's have different experiences). I guarantee that less is more for them and they would have a TON of extra customers had they have had lower prices but I don't think they would do that because they seem to be getting a little more money greedy than anything else really from what they told me yesterday about their new reimbursement policy, I just thought that was terrible.

Customer services depends who you get, I called a guy recently and explained about how my internet had been dropping and cutting out a lot lately, he pretty much said to me that there was no record of it (basically calling me a liar) yet trust me it had been dropping out, he went on to say how they don't reimburse Wi-Fi loss (understandable) but I explained that it wasn't just Wi-Fi because ALL the connections went down, including my PC which is WIRED, he pretty much denied it and it was a complete wasted phone call, however a guy I spoke to later when it happened again was much more helpful, but he told me about the new policy about reimbursement where they have brought in a system where they can only give the exact downtime they see, no little gestures or anything, nothing and as mentioned above, I think that's pretty bad as it feels you're not really valued as a customer and they only give you back what they HAVE to by law basically, which is what I mean about how they treat you as a customer. Getting through to them isn't the hardest but it is a bit of a pain going through the system, this could be much easier (specially with the password crap on the automated system) and I've always had advisers in the UK too thankfully (nothing against the people abroad but they don't understand most of the time and we need this of course for these kind of things) so it's pretty touch and go really but all round the customer services haven't been too bad really.

To be fair, I don't think the UK have a very good outstanding broadband provider so there's no competition for these companies to give best prices and services as Virgin have the speeds and strength but as mentioned above, so they don't need to be any better to us yet other companies might have a bit better service but don't have the speeds we often need for things such as Sky Go, Netflix etc.. and Wi-Fi strength in the home. Soon as a good broadband provider offers this at an affordable price for everyone, they are going to be soaring above the rest and all these companies such as Virgin will just fall and that's what they need. It seems a shame that the UK hasn't got a solid leading internet provider like we do with the phone services, such as O2 for example who are brilliant for 99% of people when it comes to everything and have been for many years. Internet providers need to take note and someone out there needs to spice up the competition for these people.

I hope this has helped :-)
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Leeds Virgin Media  
I have BB(fibre)/TV/phone/multi-room. TV can be broken at time on both TVs. So not very reliable. TV Anywhere very often cannot access programmes. If you are with Sky I would not move. I am stuck here for 9 more months.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Potters Bar Virgin Media  
Easter Sunday and what a pile of rubbish. Trying to video call relatives and the wireless broadband has been dropping out continuously all morning. And this after a speed increase and replacement router after the last one was found to b faulty. At over £40 a month simply not good enough.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Rugeley Virgin Media  

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