How Smart Support keeps you connected – all at no extra cost with your broadband

We know staying connected is everything. It doesn’t matter whether you’re downloading huge files, running your home office or TikToking on the loo – you don’t want that connection to drop. Not least because sorting out any problems can be a hassle for you.

That's why Smart Support is available to all Virgin Media broadband customers at no extra cost, working behind the scenes to help keep you connected and get you back online faster if there's a problem.

Here’s everything you need to know about Smart Support, including how it works how it helps keep you connected.

Smart Support is our proactive broadband support service that helps keep you connected by spotting serious issues early and getting them fixed faster.

That means less time troubleshooting and more time doing the things you love online, whether that's streaming, gaming, working or scrolling.

Using intelligent technology, Smart Support monitors your broadband performance in the background, helping us spot serious connectivity issues sooner. In many cases, we can work to fix problems remotely or send you simple steps to get things back on track before they become a bigger headache.

Everyone with our broadband is covered by Smart Support at no extra cost, and the service prioritises people with the most serious connectivity issues. Here’s how smart support works.

Smart Support continuously keeps an eye on your Hub's performance, broadband speeds and connection quality, helping to spot potential issues before they affect your experience. Working quietly in the background, it monitors how your connection is performing day and night, looking for signs of faults, slowdowns or drops in reliability.

If everything's running smoothly, you'll never know it's there. But if something doesn't look right, Smart Support can quickly identify the problem, assess its severity and prioritise customers experiencing the most significant connectivity issues. That means we can often start tackling problems sooner, helping to keep you connected when it matters most.

When Smart Support detects a fault or drop in performance, it gets to work straight away. In some cases, you'll receive personalised guidance with simple troubleshooting steps that could quickly resolve the issue, without the need to call us for support.

It can also carry out remote fixes and software updates overnight while you sleep, helping minimise disruption and potentially restoring your service before you've even noticed a problem. By resolving many common issues automatically, Smart Support helps reduce downtime and gets your broadband back to performing at its best as quickly as possible.

Smart Support doesn't just monitor your broadband connection. It also looks for signs that your home's WiFi coverage could be improved, identifying weak signal areas, WiFi blackspots and rooms where performance isn't as strong as it should be.

By building a better picture of how WiFi performs around your home, Smart Support can help uncover issues that might affect everyday activities like streaming films, joining video calls, gaming online or browsing on multiple devices at once. The result is a smarter, more reliable WiFi experience in the places where you use it most.

If Smart Support determines your setup could be improved, we'll proactively recommend the best solution for your home. That could mean a WiFi Pod to extend coverage into hard-to-reach rooms, improve reliability in WiFi blackspots or help deliver a stronger signal where it's needed most. In some cases, we may also recommend upgrading to a newer Hub to help you get the best possible performance from your broadband package.

Once you've accepted our recommendation, we'll send everything straight to your door with simple QuickStart instructions, so you can get set up without waiting for an engineer. It's all designed to make improving your home broadband setup as quick and hassle-free as possible.

While many issues can be fixed remotely, sometimes a hands-on approach is needed. If that's the case, Smart Support makes it easy to book a free engineer appointment at a time that suits you. Because Smart Support has already identified the issue, our teams can arrive with a better understanding of the problem and what may be needed to fix it.

And the support doesn't stop there. Once an issue has been resolved, Smart Support continues monitoring your connection and can provide useful tips, recommendations and proactive support to help keep your broadband performing at its best. It's an ongoing service designed to help you stay connected, with less hassle and fewer interruptions.

New to Virgin Media? Smart Support starts working from day one to help make sure your broadband gets off to the best possible start.

For the first 14 days after installation, we'll keep an eye on your connection behind the scenes, monitoring performance and looking out for anything that could affect your experience. It's all designed to help make sure your broadband is running as smoothly as it should from the moment you're up and running.

If we spot an issue, we'll get in touch with personalised guidance and simple troubleshooting steps to help get things back on track quickly. And if the problem can't be resolved remotely, you'll be able to book a free engineer visit, making it easy to get expert help when you need it.

The result? Less time worrying about your connection and more time enjoying everything your broadband has to offer.

Want even more peace of mind? WiFi Max comes with our WiFi Guarantee, promising download speeds of at least 30Mbps in every room of your home.

If your coverage needs a boost, we'll provide up to three WiFi Pods to help eliminate WiFi blackspots. It's also powered by Intelligent WiFi technology, which automatically optimises performance around your home.

And if you're still not getting at least 30Mbps in every room after we've done everything we can, you'll receive a £100 bill credit.

Click the button below to find out more about WiFi Max and our WiFi Guarantee and see how you can enjoy fast, reliable WiFi in every room of your home.