Virgin Media O2 accelerates roll out of its game-changing smart support service

Virgin Media is ramping up the roll out of its smart support service, enabling thousands more customers to benefit from 24/7 broadband speed and connection monitoring.

Following its launch in April, smart support has helped diagnose and resolve potential connectivity challenges for over 200k customers to date, with a further 150k customers expected to benefit before the end of the year.

Through 24/7 broadband speed and connection monitoring, smart support aims to combat connectivity issues before they impact a customer’s service, helping to ensure a smooth and steady connection.

As Virgin Media continues to roll out the service to even more customers, research suggests that although 98% of British consumers rely on broadband every day, a third (34%) claim they wouldn’t feel confident fixing a connection issue**. Luckily with smart support, the connection of a customer’s Hub is monitored in the background, reducing the likelihood of potential problems before they arise.

Smart support benefits being rolled out to customers include:

Always-on monitoring: Using smart support technology to constantly monitor customers’ broadband speeds and connection performance.
Problem solving: If a fault is detected, an overnight fix will be deployed to try and resolve the issue.
Tailored advice: If the suspected issue cannot be fixed remotely, the customer will be sent proactive advice on how they can try to resolve it themselves.
Easy to book expert help: If the remote fix and customer guidance is unsuccessful, Virgin Media will proactively invite the customer to book a free engineer appointment at a time that is convenient for them.
Regular check-ins: The customer’s connection will be monitored continually and they will be updated within 48 hours at every step.

Director of Connectivity at Virgin Media O2, Gareth Lister, says: “We’re committed to giving our customers the very best broadband experience, that’s why we’ve invested in accelerating the roll out of smart support so even more homes can benefit from the service at no extra cost each month.

“Smart support is a unique benefit that no other major network offers. This game-changing technology will give our customers extra peace of mind, without them having to lift a finger.”

Alongside the roll out smart support, those with 1Gig, 2Gig and Volt broadband packages can benefit from Virgin Media’s market leading WiFi guarantee at no extra cost (usually £8 per month), which promises minimum download speeds of 30Mbps in every room or £100 credit.

Switching to Virgin Media has never been easier under the industry’s new One Touch Switch process, with customers simply needing to go online or call direct, choose the package they would like and let Virgin Media do the rest – they don’t even have to contact their existing provider about the switch.

ENDS

Notes to Editor