Virgin Media O2 launches ‘smart support’ to proactively solve issues

Ryan Daws is a senior editor at TechForge Media with over a decade of experience in crafting compelling narratives and making complex topics accessible. His articles and interviews with industry leaders have earned him recognition as a key influencer by organisations like Onalytica. Under his leadership, publications have been praised by analyst firms such as Forrester for their excellence and performance. Connect with him on X (@gadget_ry) or Mastodon (

Virgin Media O2 has begun rolling out a new “smart support” service aimed at proactively solving broadband issues for customers at no extra cost.

According to the company’s research, over a third (34%) of British broadband users wouldn’t feel confident trying to fix WiFi issues themselves—despite 98 percent relying on the internet daily.

The smart support service promises to enhance streaming, video calling, and gaming by monitoring customers’ WiFi hubs and connection health. It will flag potential problems like speed drops and disconnections to build a full picture of performance.

Using technology from Cisco ThousandEyes, smart support will initially target 300,000 Virgin Media broadband customers whose connections will be checked throughout the year as the system learns and evolves before wider rollout.

The multi-layered approach includes always-on monitoring, overnight automated problem-solving attempts by the WiFi hub, tailored advice if issues can’t be fixed remotely, and easy booking of free engineer visits if needed.

Later in 2024, smart support will expand to diagnose more in-home connectivity issues, assist new customer installations, and provide guidance on eliminating WiFi blackspots for whole-home coverage.

Gareth Lister, Director of Connectivity at Virgin Media O2, says: “Virgin Media has long been recognised for ultrafast speeds, but we also know that reliability is equally important which is why we’re rolling out a new, innovative smart support service that will proactively act as a helping hand to fix network niggles and optimise the performance of our connectivity – often with customers not needing to do a thing.

“Smart support will evolve over time, reducing hassle for our customers and further improving connectivity for those that need it to offer a best-in-class service for all.”

More information about smart support can be found here.

(Image Credit: Virgin Media O2)

See also: CMA launches in-depth probe into Vodafone-Three UK merger

Unified Communications is a two-day event taking place in California, London, and Amsterdam that delves into the future of workplace collaboration in a digital world. The comprehensive event is co-located with Digital Transformation Week, IoT Tech Expo, Edge Computing Expo, Intelligent Automation, AI & Big Data Expo, and Cyber Security & Cloud Expo.

Explore other upcoming enterprise technology events and webinars powered by TechForge here.

Tags: , , , , , , , ,

View Comments
Leave a comment

Leave a Reply

Your email address will not be published. Required fields are marked *