Virgin Media Expands Free 24/7 Smart Support to All Broadband Customers

Virgin Media has announced the nationwide rollout of its smart support system to all customers at no extra cost, following an initial trial involving 330,000 users. This initiative aims to enhance broadband reliability and speed for households across the UK.

How Smart Support Works

The smart support system operates by continuously monitoring broadband connectivity 24 hours a day, seven days a week. It identifies and resolves issues remotely, often overnight to avoid disrupting customers during the day. If problems are detected, the system guides users through quick fixes or prioritizes assistance for significant speed or connectivity concerns.

Gareth Lister, director of connectivity at Virgin Media O2, stated: "Smart support monitors broadband 24/7 and fixes issues quickly, giving our customers extra peace of mind they’ll stay connected with minimal fuss and hassle."

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Proactive Solutions and Benefits

In cases where additional help is needed, Virgin Media will proactively reach out to customers. The company may offer solutions such as WiFi Pods to boost signal strength or recommend Hub upgrades. Free engineer visits are also available if required.

During the trial phase, two-thirds of participants reported no drops in connectivity at all. This success has prompted the wider launch, which comes as Virgin Media notes an 8% year-on-year increase in broadband usage, driven by the rapid rise of connected technology in homes.

Customers can expect a smoother, more seamless service with fewer interruptions and consistently fast speeds. The smart support initiative is part of Virgin Media's effort to ensure a strong and reliable connection for all users, competing with rivals like TalkTalk, Sky, EE, and BT.