{"id":45261,"date":"2026-03-23T10:02:35","date_gmt":"2026-03-23T10:02:35","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=45261"},"modified":"2026-03-23T10:26:15","modified_gmt":"2026-03-23T10:26:15","slug":"virgin-media-uk-deploys-free-smart-support-service-to-broadband-users","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/03\/virgin-media-uk-deploys-free-smart-support-service-to-broadband-users.html","title":{"rendered":"Virgin Media UK Deploys Free Smart Support Service to All Broadband Users"},"content":{"rendered":"

Customers of UK ISP Virgin Media<\/a>’s (O2<\/a>) fixed broadband packages have today been told that the internet, TV and phone provider is now rolling out their new Smart Support diagnostics service \u2013 a 24\/7 broadband speed and connection monitoring solution \u2013 to all of its customers “as standard and at no extra cost<\/em>“. Initially only 330,000 customers had been able to benefit from it.<\/p>\n

Readers might recall that Virgin Media<\/a> first started deploying Smart Support a couple of years ago (here<\/a> and here<\/a>), which aimed to boost the reliability of internet connections by proactively identifying and tackling issues remotely. The itself service is built on technology from Cisco\u2019s ThousandEyes<\/strong><\/a> platform (i.e. cloud-based data sets and advanced device ID technology) and is used to monitor for things like speed drops and disconnections.<\/p>\n

NOTE:<\/strong> The offer of a free engineer visit excludes problems caused by misuse, neglect and accidental damage.<\/div>\n

“Using clever tech to check broadband performance in the background, we can catch serious issues \u2013 or anything amiss in your first 14 days with us \u2013 and try to get in touch with easy, proactive fixes as soon as possible … It also covers WiFi<\/a> around the home, letting us know if you need a little help with your connectivity<\/em>,” explains the provider’s website.<\/p>\n

Smart support works by:<\/strong><\/span><\/p>\n

1. Monitoring broadband connectivity:<\/strong> Automatically checking broadband coverage and prioritising assistance for customers experiencing significant speed or connectivity issues.<\/p>\n

2. Guiding customers through quick fixes:<\/strong> If connectivity issues are identified, smart support will suggest simple steps to help get things back on track.<\/p>\n

3. Tackling problems remotely overnight:<\/strong> Smart support works in the background, implementing necessary fixes and updates overnight while the household is asleep to avoid disrupting the customer\u2019s day.<\/p>\n

4. Providing free engineer visits if needed:<\/strong> If those steps don\u2019t resolve the issue, customers can book an engineer at no extra cost.<\/p>\n

5. Assessing the need for a WiFi<\/a> Pod or Hub upgrade:<\/strong> If smart support detects that extra help is needed to ensure strong coverage throughout a customer\u2019s home, Virgin Media will proactively reach out and offer solutions like WiFi Pods to boost signal strength and improve connectivity.<\/p><\/blockquote>\n

One other benefit of this approach is that it could help to reduce calls to Virgin Media\u2019s support lines, since customers won\u2019t need to manually report all of their faults.<\/p>\n

Gareth Lister, Director of Connectivity at VMO2, said:<\/strong><\/p>\n

\u201cEvery year, we see demand on our network continue to rise \u2013 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\u2019ll stay connected. Combined with our ultrafast speeds and award-winning reliability, it\u2019s just another way Virgin Media is keeping customers connected when it matters most.\u201d<\/p><\/blockquote>\n

However, we should point out that proactive monitoring of broadband lines is something that other ISPs have also adopted, albeit to varying different levels of effectiveness and sophistication. Sometimes this comes as part of a premium add-on, while in other cases, like this one, it\u2019s a default feature.<\/p>\n

Sadly, it’s not easy to independently assess the performance of such systems, but Virgin Media have been seeing a fall in customer complaints of late (excluding when they hike their prices), which is a positive sign that changes like this are helping.<\/p>\n

The provider did previously indicate that they may extend Smart Support in the future to help tackle other problems, such as digital TV issues (e.g. buffering), although there was no mention of that in today’s announcement.<\/p>\n","protected":false},"excerpt":{"rendered":"

Customers of UK ISP Virgin Media’s (O2) fixed broadband packages have today been told that the internet, TV and phone provider is now rolling out their new Smart Support diagnostics service \u2013 a 24\/7 broadband speed and connection monitoring solution \u2013 to all of its customers “as standard and at no extra cost“. Initially only […]<\/p>\n","protected":false},"author":1,"featured_media":45263,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[419,56,32,475],"class_list":["post-45261","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-docsis3-1","tag-fttp","tag-o2","tag-virgin-media"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/116277920374905450","error":""},"yoast_head":"\nVirgin Media UK Deploys Free Smart Support Service to All Broadband Users - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Customers of UK ISP Virgin Media's (O2) fixed broadband packages have today been told that the internet, TV and phone provider is now rolling out their\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2026\/03\/virgin-media-uk-deploys-free-smart-support-service-to-broadband-users.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Virgin Media UK Deploys Free Smart Support Service to All Broadband Users - 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