Smart support: Everything you need to know

We’re monitoring fibre broadband connection issues first. If we spot a serious problem, we’ll try to reach out as quickly as possible to get it sorted. And this is just the start. We’re working hard to evolve smart support to cover more people and more of our services.

All you need to do is make sure your contact details – like your email address – are all up to date. To do this, head to My Virgin Media. Once that’s done, you don’t need to do a thing. Using clever tech to check broadband performance in the background, we can catch serious issues – like continuous dropouts or slow speeds. We can then try to reach out with easy, proactive fixes as soon as possible.

No. We’re rolling it out to our fibre broadband customers - at no extra cost.

Smart support uses clever tech to quietly check broadband performance in the background. If we spot a serious issue and we reach out with smart support, we’ll start by working to fix the problem remotely overnight. If that doesn’t do the trick, you’ll get an email with simple steps to try your end. If you still have an issue after carrying out these steps, we’ll send out an expert engineer to get things in tip-top shape.

Plus, we monitor your connection while we sort things out and check in with you throughout the process to make sure it’s going smoothly. So, you don't have to worry about calling us – just kick back and let us do the heavy lifting.

Smart support’s all about making your life easier, so you don’t need to worry about calling us. The quickest and easiest way to sort the issue is to follow the simple steps in the email we send you. If that doesn’t do the trick, we’ll email you a link to book a free engineer visit.

Don’t worry – we’ve got you covered the whole way. If the steps you try don’t fix the issue, we’ll drop you an email with a link to book a free engineer visit. All you’ll have to do is pick a date and time that works for you.

We know life gets busy, but more often than not, it’s the simple steps that do the trick. So, we need you to try them before we can send an engineer round for a closer look.

We want to make sure our services are accessible to everybody. If you need extra support to follow the steps in our email, head to our help pages. Alternatively, drop us a message on our chat. You can also find out more about our accessibility support and policy.

We’re in the process of rolling out smart support to everyone with our fibre broadband – so if you’re having other issues, we won’t reach out with smart support yet.

But don’t worry – we’re working hard behind the scenes to bring it to more people and more of our services.

If it’s a network fault that’s affecting your connection, we’ll handle this separately. Or, if you’ve already got an engineer visit booked, they’ll sort the issue for you – without the need for smart support.

You can take control of your WiFi with our clever Virgin Media Connect app. It lets you run a super-intelligent WiFi home scan, which will test your WiFi speed to your device and the speed you’re getting to your WiFi Hub. If the scan finds any areas without superfast WiFi, we’ll suggest ways to improve it – with our WiFi Pods, for example.