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 8776 customer ratings since 2019-01-23 (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.

3290 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
What lets Virgin down is the Email, it is off-line almost as much as it is on-line and is completely useless for business use. Add to this, theat Virgin took a rolling contract and made it a 12-month contract without asking me and fairly plainly the only use for virgin is as a "Carrier" for other services, not as an Email provider.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Swinton Virgin Media  
Been with Virgin Media for 14 years. The broadband is good, albeit goes down a few times a year. Big issue is if you ever have to phone them they are useless - hours on the phone and seldom able to help. Best just to wait until services return or accept they will not setup your account or be helpful. Ive even had them promise I wasn't tied into a term, for someone else from Virgin to say that was a lie. If you are lucky you will get through to someone in uk as they are much more able to help - the foreign call centres are a waste of space / effort calling them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Edinburgh Virgin Media  
All good apart from farming out of telephone calls for customer service.I needed an interpreter for help,ridiculous a company as big as this is providing a bad communications port between customer and help.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
bedfordshire Virgin Media  
I've been with VM for over 11 years. In that time, I think the internet has gone down only a handful of times and it has been consistently very fast.

The reason I'm leaving them is cost. I'm basically on their minimum package but still getting charged £60 a month for 70Mbps internet. That may be reasonable value, but I just don't need that speed. And they're unable, or unwilling, to offer me anything less.

Trying to actually leave them has been fairly stressful. You can't cancel on their website, or via email. Nor do they make their postal address readily available. You have to go through their awful call centre. If you go through the menu to leave VM, you'll be put on hold for half an hour and then get through to someone who can't actually perform the task that the menu took you too. They then put you through to their retentions department - another half hour wait.

After countless attempts to actually talk to someone who would cancel the service, and failing, I ended up finding their postal address on the VM forum, and sending a cancellation via recorded delivery.

It's one thing to try and encourage customers to stay, I was initially quite willing to be persuaded, but after this experience I can't wait to be rid of them. They seem intent to obstruct you from leaving, and they do it in a "you can't do that" rather than "what can we do to make you stay" sort of way.

Got a BT line installed the other day. It's 1/10th of the speed. It has several computers, phones and catch up TV boxes attached to it. No one in the house has noticed any difference and the wifi is actually better.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
southend Virgin Media  
The broadband speed and reliability were perfect and didn't have a single issue for a year. Then I had to leave due to move and had to interact with their customer service, which is atrocious.
- had to wait over 50 minutes on wait line just to tell them I wanted to leave, this was a week day during a work time when there shouldn't be too many callers. Apparently it's too complicated to put the option to leave on the website.
- I was overcharged on my final bill. Not only do they not properly notify you, they do not reimburse you automatically. Unless you notice and go through the same process of calling of trying to call them, your money is gone.
- I have them 5-6 weeks notice before my move. They failed to send the box for returning the equipment. One month after moving address I get threatening emails that I will be charged £40 of I don't return it. Contacted the costumer service and asked to resend the box and to push the deadline for returning the equipment, as it was not my fault. They refused to do so and said I will be charged and this will be waived once I return it. Whilst I might not miss the money for a week or so, I imagine there are people on budget to whom £40 disappearing from their account might cause trouble
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Southampton Virgin Media  
The broadband service itself is fair to good but the customer service is shocking and when a sales advisor tells you a price is fixed it is a bare faced lie. They can raise your bill by whatever price they seem fit at any point they like because it says they can in the ts and cs therfore once your stuck in a contract you have no choice but to pay (as it was for me) a near £10 increase over 6 months
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Nottingham Virgin Media  
My Virgin Smart Hub went faulty (completely dead - would not switch on) last week. Phoned Virgin who said they'd send a new hub. It is now 3 days I've been without internet. I phone Virgin again and go through all the options but none let you speak to an operator to check on delivery - eventually somehow (by accident I think) managed to speak to an operator who says it's in the hands of a 3rd party, and gives me the Yodel web site address and ref number. I check the Yodel tracking only to find my hub is not yet with Yodel. Could be days yet before I'm on line again. As a very long standing Virgin customer I'd expect a new hub would arrive in a day or two by express delivery. NOT IMPRESSED BY THE CUSTOMER SERVICE.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Perth, UK Virgin Media  
when speaking to a customer adviser you find you are speaking to somebody abroad they dont seem to understand English and after 20 minutes on the phone i gave up
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
blackburn lancashire Virgin Media  
Weare paying £70 a month for 200 mb fadt broadband and every time I run a test it is never higher than 50. I am in the same room as the hub and no other users are in the house. My connection and wires are all brand new installed by their own man so its not a wiring issue either. No excuse for charging people for something that isnt what it says it is.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
mirfield Virgin Media  
I have contract for more then 7 mounths , VIVID 350 fibre broadband ,but always have around 100Mb.When the contract expire i will move to another provider.I`m verry disapointed.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 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  
Virgin offer a great service and the bundle package for £19.00 is great then they stick £11.99 line rental on it and that is what spoils it if someone is having phone tv and broadband the least you can do is knock the £11.99 line rental off i now have a tv which we only watch gold on a land line i dare not use except at weekends when calls are free and a broadband connection that is great the first company to offer all this or just broadband without line rental will corner the market on telephone landlines and internet users i am more than happy with my broadband but if it says broadband for £5.00 then it should be for £5.00 with no hidden costs if there is line rental to pay then this should be made clear so you cannot get broadband for £5.00 but for £16.99 and there should be no rise after 3 months if you want to get customers then be clear on prices and what you are selling it is price that has driven me away from virgin and by this date 09/10/2010 i have only been with virgin for 2 weeks if there is no change it will end.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
stoke-on-trent Virgin Media  
200Mb fibre broadband. Speed fantastic...when it actually works! All was fine when we first had it installed around 3 years ago, but as time has moved on, so has our internet...downwards. Completely random outages at various times can be really frustrating. And getting hold of customer care is another tale. Proves the old adage that profit and customer service do not go together.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Rugeley Virgin Media  
Had to mark speed and reliability as high as we have had no problem with either. We just up graded our equipment with them. Engineer came out Saturday lunch time with the new TV box and router. Fitted both and could not get either working. Told to wait 2 hrs. Waited and nothing. Called customer service ha ha . Told engineer had to call and no one available untill Tuesday. That is incompetence not service..
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Kidlington Virgin Media  
My son is moving out on Saturday, and the broadband account was in his name, but we decided to change the account to my name as he wouldn't be taking it with him. He contacted Virgin, who sent the relevant forms. We filled them out and I received the new e-contract which I signed and returned. Great - or so I thought. I've now found that when I sign into the Virgin site I'm only a secondary account holder, giving me only limited access to certain functions, and not allowing me to sign into the My Virgin Media app as I'm not the 'primary account holder'. So I phoned them. Well what a waste of time that was. After over an hour on the phone, speaking to somebody I could barely understand - and she became increasingly ratty because I couldn't understand half of what she was saying, as well as me having to repeat myself - all they have achieved is changing my contact email address. I'm still a 'secondary account holder' with limited access, and still can't sign into the app. Pathetic. But as long as the money keeps rolling in, they really don't care. Shocking customer service - if I performed like that, I'd be out of my job tomorrow. Plusnet beckons.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Rugeley Virgin Media  
There is nothing wrong with the broadband but the customer service from Virgin Media is appalling, one of the worst I have ever had the misfortune of having to deal with. Their staff gave me false information, they were totally dishonest, all to make sure I had a final extra bill from them when I ended my contract. I will never enter into another contract with Virgin Media again. Worse than Talk Talk and I didn't think anything could be worse than that. Avoid Avoid Avoid I would give Virgin Media -5 out of 5 if I could.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Reed Virgin Media  
Went to sign up online, and did the old trick of filling in my contact details before closing the tab (companies tend to then contact you with some kind of incentive to get your custom.) As expected, i got a call within an hour from one of their customer service agents offering me the same contract i was looking at, but with £100 account credit. I said yes, signed up, and this credit is nowhere to be seen. After contacting them, they say they have no record that i was offered this, and that theres nothing they can do! If they make you any offers, make sure you get it in writing! Speeds and reliability are great though. Supposed to get 100mbps, and its consistently around 110mbps.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Leeds Virgin Media  
Ok sometimes its slow but overall Im pleased with my broadband speed. Im signed into the old 10mb service and usually got 9mb. Recently Doubled to 20mb...never got that ofcourse but usually get 12mb - 17mb depending on time of day etc. Re customer service...well we all know Virgin is a nightmare but thankfully only ever had to contact them re tv service...which is rubbish compared to sky so dropped Virgin tv. I feel for those who are tied into 18 month contacts however and are not getting what they payed for. Refusing to pay means they will put you in arrears and that will stuff your credit rating.....I believe they are ruthless when it comes to this.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
macclesfield Virgin Media  
I had problems with them last year for 3 months! And this month it is second full day without Internet... Super unreliable. Avoid if you can
  • Speed
    3 stars
Lincoln. Virgin Media  
Broadband is fast, you can find that in other companies.

They are thieves and they take your money, make customer service difficult, so you cant really talk to a human being. Service is rubbish!

Thats it really. Never again! i say spare your selves, time and money on something more genuine,

Cheers!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Brighton Virgin Media  
In Dec2014 I upgraded to faster broadband and the Tivo box. Since Feb I have had drop out problems with the broadband. When up and running I am always getting 130Mbps+ (last check it was 161Mbps). This is fabulous but not when it lasts for 20mins. Physical reboots don't fix it. Web resets don't fix it. Multiple phone calls to Virgin DO fix it - for about 1/2 hour. Even the change of the hub by virgin (who turned up on time)on Saturday gave me a day of the internet only.
Fed up. I have no wifi so Im paying for data usage on my phone. I cant log in on my playstation so game trophies are not being recorded properly, and I am unable to go on the internet to log in to work. So I've had to drive in on Bank holiday to deal with a couple of issues I could have handled remotely in 10 mins.
Phone calls to virgin tend to fix the problem but nothing permanent but I had no problems before Dec's upgrade.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    1 star
Stevenage, Hertfordshire Virgin Media  
Miss sold a phone line that Tripled my bill!
I was sold a bundle for internet, tv and landline, the landline was meant to come with free landline call and was sold on that being when ever. My bills went from £78 to £227! When I explained I was told I had free landline calls they said it was only for weekends and it was all my fault, they did help in the slightest and frankly didn’t care, the attitude of all the staff from customer service in India was disgusting to the point that I have cancelled everything. As much as the Virgin TV is a good service, this has completely tarnished the company for me, back to Sky I go...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Enfiled Virgin Media  
After spending about three weeks on hold, being passed from one person to the next, i am still without a phone line, my business is losing money hand over fist and I am desperate to take my business elsewhere. From one mistake to another, to another and another, no one has a clue what they are doing! its appauling
  • Speed
    3 stars
  • Reliability
    3 stars
hartlepool Virgin Media  
They claim to be the best but they are the worst. broadband has always got problems always something wrong in the are not true the fact is they employ incompetent people to perform the jobs BT service is way more reliable and cheaper. I was supposed to complete my work for college but thay had whole day and they could not fix it some minor issue I bet


pros: broadband speed is on point.


cons:everything apart from the internet speed. so;costumer service, services, TV, prices ,reliabilty very very poor. avoid virgin media if you can
  • Satisfaction
    2 stars
  • Speed
    4 stars
Birmingham Virgin Media  
OK so this is now a part two of three I guess, my first was a couple of days ago, and an engineer has come out since then.

Long story short, all was fine for 3 weeks, then for almost a week the system was working only at 12mbps anywhere really, then just literally minutes before the engineer slot was to happen, it jumped up to 80mbps in the living room (hub location) only.

It fell back to 12mbps. 2 hours later, the system again jumped up to 80mbps in the living room and a better but paltry 30mbps in the kitchen, twelve feet of open doors away.

Five minutes later, the engineer said he would be there in 5 minutes. I know, right?!

Engineer does his bit, discovers two faulty connections, and as a result of one the phone began working.

The eventual decision to change the hub box seemed moot, as it behaved in the same, better, but changeable fashion.

Here is the upshot of the visit:
- faulty phone connection sorted
- faulty/not fully plugged-in fibre connection pushed fully home
- wifi began behaving as follows:

Cyclical, seemed to go fast then slow in cycles of a few minutes. I began to think virgin had a special way of throttling, that did not choke the data speed to a fixed low level, but cycled it high/low for five minutes each.

Hitherto, I was able to treat power of wifi as inter-related with speed in mbps. IE if we had 4 arcs of wifi, your speed was good.

The virgin system is not like that. I have wifi boosted it to heck and back, and it still just permits 12mbps. this is too clever to be by accident - 12mbps just about permits HD video but of course the BBC iplayer, has dreadful and unusable lag at these speeds.

12 feet, and the signal has to take a left turn into our kitchen...dead. From 87mbps, to 68mbps in the lobby then 14mbps in the kitchen.

I find the entire matter confusing. I think, there IS throttling of some type occurring, BUT another component has become apparent - I need to make use of my old ASUS 68 router it seems, that I used to avert all the BT hub problems we had, for similar reasons.

Virgin in common with BT, seem to meddle regularly with their hubs/wifi units. So, in short, the advice is to get into your virgin hub (xxx.xxx.x.x address you can google it) use the password off the bottom of the hub unit, and set it to :

MODEM mode.

Now, the virgin unit does not do wifi. Now, you can use a decent unit to do that with, and ASUS certainly is an improvement. It has aerials and stuff.

So now, I will be able to deal with a known quantity, that won't update unless I make it, and the virgin unit just acts as a modem, not modem and router/hub.

Basically, someone else online has a video and all they did apart from the settings thing, making virgin box modem only, was take a rj-45 and cat 5e or 6 cable, from virgin box to asus router.

That's as far as my planning has got. Part three, will be when I have solved this, by actually implementing a solution of the type outlined above.

Setting the virgin hub to modem only, is by logging in to that xxx... address as above, then putting in the password on the bottom of the hub unit of virgin's, then it is in 'advanced' I think, or 'router' or something to set it to modem only.

Back later with results, I cannot fathom a company producing the most advanced infrastructure in the company then lumbering customers with a creaky under-powered microwave unit (that's what wifi is).

I also saw a guy advise on how to pump up the power of a BT hub to reach anywhere through walls galore, but my brother said ' You sleep right beside that hub don't you bro?'

I think he was implying my brain would get fried. I bought the ASUS and put tin foil behind it instead. Part three later then...
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
west yorkshire Virgin Media  
Never in a million years would I ever consider being a virgin media customer or tell anyone to go with Virgin Media. Customer service pass you on and on and on and on.....
10 different people I was put through to, just to cancel my broadband and at the end one I just put the phone down because I had been on the phone 3hours! I will just cancel my direct debit tomorrow and write a letter to wherever because your trapped and there is no getting out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Wigan Virgin Media  
the broadband.....when it's fast its very fast.....unfortunately thats not very often
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
purbrook Virgin Media  
The VM 'customer service' phone line is pretty abysmal. In mid-December 2018, I requested (via web chat) that my package be downgraded. I was informed that it would be done by mid Jan 2019.
This didn't get done and I continued to be billed the original amount. I called VM media in late Feb 2018 to inform them about this. I waited around 10 mins in the queue, and eventually spoke with an advisor in an Indian call centre. I informed her of my problem and during the call I was put on hole twice for around a minute each time - whilst she discussed my case with a colleague. After the second hold, and without being informed, I found myself speaking with another advisor (in UK/Scotland based call centre, judging my the accent)...who started by asking me why I was calling and going through the same security questions that I had already been through with the first lady! I explained it all again only to be told that I would be put on hold again for around 5 minutes whilst *she* discussed my case with her manager. I complained about my experience, about being bounced between advisors and having to provide them with the same information repeatedly.

On the plus side. I was assured that my account changes would be applied immediately and that I would be refunded the amount that I had been overcharged. Also, the on-hold music doesn't feature the usual and infuriating 'your call is very important to us...' looped message. In a way this is probably an accidental admission that our call is in no way important to VM and they would rather we didn't bother them at with our problems.

VM are no probably better or worse than their rivals or corporate entities in general, who view customers as an unwelcome nuisance to be treated with contempt.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
slough Virgin Media  
absolutely shocking customer service, keep me hanging on the phone for over 2 hours.

they cut off my services due to a mistake they made re me moving.

i was passed through to over 10 different customer service advisers and still was unable to connect back my services.

the worse possible customer service that i have ever known
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
banstead Virgin Media  
It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Belfast Virgin Media  
great download speed that goes up to 120mb when I only have 50mb contract but it also goes down to 1.75 mb at the same time which is the problem. They don't offer a stable connection which is terrible if you play games online or watch 1080p streams. Also when you report a problem you end up talking to a robot rather then a person which is quite stressful when you don't know what's going on
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
nottingham Virgin Media  
The Speed is not what I expected it to be and is mostly very slow for a company who has upgraded to give the better speeds they are definatly lagging behind and don't deliver what they promise yet another case of being ripped of by these huge corporations who are only interested in getting their money from our pockets into theirs. Not a very good company at all they are all sharks who promise the earth yet deliver a very poor service.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Devon Virgin Media  
Slow service paying for something im not yet paying for no phone awate to speak to someone an hour or more even better if my company if look after my customers past and present
  • Speed
    3 stars
Orpington Virgin Media  
Moved over from talk talk because of the promise of faster broadband and a better overall performance.
Been a customer for 4months and so far not impressed.
Broadband is constantly going down in my area and it's so slow. It's really frustrating.
I will be changing providers at the end of my contract.
If you are thinking of coming to Virgin, remember that the grass isn't always greener folks.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
Oldham Virgin Media  
Actual broadband performance Good, and when fault appeared, fixed promptly.
My Big Complaint is that when I tried to inform them that I was moving- I HAD to phone them - no other choice - pressed correct buttons, waited ages - eventually ended up with lady in India - who only dealt with mobile phones !
Customer Service POOR !
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Penarth S Wales Virgin Media  
Recently switched over from Zen on my kids wishes but since moving over we have been facing difficulties with broad reliability and inconsistent replies relating to virgin internet status.
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Ilford Virgin Media  
shocking customer service. they changed my package without notice and after 5 months of complaining after every bill had to cancel. 100 pounds out of pocket - but glad to see the back of them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
surrey Virgin Media  
Virginmedia signed me up misleading circumstances tsaying they would provide me with all 3 services but didn’t tell me I would be waiting up to 3 months for the phone to be connected so as a result as sky cut me off on the date I agreed (I thought vVirgin would have switched by then)so have lost My home number of 35 years which wil cause me a lot of agro —- I would give Virginmedia -5stars if I could !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Bexley Virgin Media  
No one cares!!!! I am on a rolling contract with virgin media so I phoned to see if I could get a better deal before I left, as every other broadband provider does, I was offered a 12 month contract for more money than my current rolling contract. I said forget it I will leave and the customer service rep actually sounded happy about this. Dont bother emailing the new German CEO, you will get no reply. I think they have earned there nickname VERMINMEDIA!!!!!!
  • Speed
    3 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
I would love to give 0 star or negative marking. Customer Service is one of the worst thing. I moved my flat and tjey said they can provide the service in my new flat so, I have to pay early termination fees. The guy called Rowat from complaint department was trying to say that I have to check weather they provide the service in my new flat (what a joke). I even gave the name and number of new guy who live in my previous flat. But still paying early terminaton fee. What a joke??? They just want to make money from customer.

Worst experience ever. Dont go for virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Guildford Virgin Media  

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