Virgin Media is rolling out its smart support service to all broadband customers at no extra cost, as the operator looks to improve network reliability and reduce service disruption in increasingly connected homes.
The 24/7 diagnostics service monitors broadband speed and connectivity continuously, allowing Virgin Media to identify and in some cases resolve issues before they have a significant impact on customers.
The wider launch follows an initial rollout in which Virgin Media said 330,000 customers benefited from improved broadband speeds, while more than two thirds experienced no connectivity drops at all.
Virgin Media said broadband usage across its network increased 8% year-on-year, driven by higher use of connected devices including smart TVs, tablets and smartphones in the home.
The smart support platform checks broadband coverage automatically and prioritises customers experiencing significant speed or connectivity problems. It can recommend simple steps to restore service, carry out remote fixes overnight and, where necessary, prompt customers to book an engineer visit at no additional cost.
The service can also assess whether a household would benefit from extra in-home coverage equipment such as Wi-Fi Pods or a hub upgrade, with Virgin Media contacting customers proactively where additional support is needed.
Gareth Lister, director of connectivity at Virgin Media O2, said rising demand on the network was increasing the importance of dependable connectivity.
He said smart support gives customers added reassurance by monitoring broadband around the clock and fixing problems quickly, alongside Virgin Media’s ultrafast broadband speeds and reliability credentials.
Alongside smart support, Virgin Media is also promoting a broader bundle of customer benefits including O2 Priority, built-in Essential Security tools and its refer-a-friend incentive.
