Virgin Media rolls out 24/7 broadband support to all customers at no extra cost

• Virgin Media, recognised by Uswitch as the UK’s most reliable broadband provider, is rolling out smart support to all broadband customers. 
• Smart support is an always on diagnostics service, exclusive to Virgin Media, that monitors broadband speed and connection performance around the clock to proactively identify and resolve potential issues.
• The customer-wide roll out of smart support follows Virgin Media reporting an 8% year‑on‑year increase in broadband usage, highlighting the growing demand for a seamless reliable online experience. 

Virgin Media, recognised by Uswitch as the UK’s most reliable broadband provider, is rolling out smart support – a 24/7 broadband speed and connection monitoring service to all of its customers as standard and at no extra cost.  

The customer-wide initiative helps to ensure households across Virgin Media’s network enjoy a strong, reliable connection, and follows the success of Virgin Media’s initial rollout of the service which saw 330,000 customers benefit from significantly improved broadband speeds, with over two thirds now experiencing no drops in connectivity at all.  

With the rapid rise of connected technology in the home, Virgin Media has reported an 8% year-on-year increase in broadband usage – largely driven by more households using connected devices such as smart TVs, tablets and mobile phones on their home network, highlighting the importance of robust and reliable connectivity. With smart support, Virgin Media customers can expect a smooth and seamless service, with fewer interruptions and consistently fast speeds. 

Smart support works by: 

1. Monitoring broadband connectivity: Automatically checking broadband coverage and prioritising assistance for customers experiencing significant speed or connectivity issues. 
2. Guiding customers through quick fixes: If connectivity issues are identified, smart support will suggest simple steps to help get things back on track. 
3. Tackling problems remotely overnight: smart support works in the background, implementing necessary fixes and updates overnight while the household is asleep to avoid disrupting the customer’s day. 
4. Providing free engineer visits if needed: If those steps don’t resolve the issue, customers can book an engineer at no extra cost. 
5. Assessing the need for a WiFi Pod or Hub upgrade: If smart support detects that extra help is needed to ensure strong coverage throughout a customer’s home, Virgin Media will proactively reach out and offer solutions like WiFi Pods to boost signal strength and improve connectivity. 

Gareth Lister, Director of Connectivity at Virgin Media O2, said: “Every year, we see demand on our network continue to rise – and with it, the need for fast, reliable connectivity. 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. Combined with our ultrafast speeds and award-winning reliability, it’s just another way Virgin Media is keeping customers connected when it matters most.” 

In addition to Virgin Media’s smart support service, customers also get: 

• Priority from O2: Virgin Media broadband and O2 customers can enjoy access to Priority, which according to price comparison website, Uswitch, offers members a range of rewards worth over £339 each year**. Through Priority, members can enjoy exclusive rewards, unique experiences and daily treats, as well as 48-hour early access to thousands of nationwide gigs and events, through Priority Tickets. 
• Essential Security: Built into all Virgin Media broadband packages at no extra cost, Essential Security is cyber security software which blocks potentially harmful content, provides adjustable parental controls and offers built in protection to keep users safe a from attempted malicious attacks. 
• Refer a friend: Customers who refer a friend can also receive a £50 bonus per recommendation. 
• Fast, reliable service: According to Uswitch**, Virgin Media customers can enjoy the highest average download speeds of all internet providers, so whether they’re gaming, working or streaming a new show, the whole household can enjoy a fast and reliable service simultaneously.  

Virgin Media swept the 2025 Opensignal broadband rankings, taking the top spot in every national category, from speed and reliability to overall quality. Those looking to boost their broadband can do so by switching to Virgin Media.  

Pricing for Virgin Media broadband starts at just £23.99 for M125 Fibre Broadband (with no set-up fee), providing average download speeds of 132 Mbps. Joining Virgin Media gives new customers access to perks like Priority and Volt — and with One Touch Switch, changing providers is easier than ever.  

ENDS 

Notes to Editors: 

*(Opensignal Awards: taking first place across every national category measured, including download speed, upload speed, consistent quality, video experience and reliability.  

United Kingdom, December 2025, Fixed Broadband Experience Report | Opensignal 

Virgin Media customers can also unlock additional perks worth up to £692 (according to Choose Broadband, simply by being an O2 too – all at no extra cost. The added benefits include: 

• Double mobile data on all eligible O2 mobile Plans in the household i.e. if a customer has 10GB as part of their mobile Plan, they’ll get a boost to 20GB data for no extra cost. 
• A broadband speed boost to the next available tier (up to 1Gbps) e.g. boosted from 100Mpbs to 200Mpbs at no extra cost. 
• The UK’s market-leading WiFi guarantee which offers minimum download speeds of 30Mbps in every room or £100 credit back.