What is smart support? All you need to know about this Virgin Media service – available at no extra cost

Our smart support service is now available to all Virgin Media broadband customers at no extra cost.

Smart support uses clever technology to automatically monitor your broadband connection in the background, which enables us to catch and prioritise serious issues. Our tech then looks to solve issues without you even knowing about them, and we’ll aim to provide easy, proactive fixes as soon as possible.

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 we’re revolutionising the way we keep people online with our smart support – now with enhanced features, so it’s even better.

Plus, we’re working on bringing the complete smart support service to even more of our products in the future – so watch this space.

Everyone with our broadband is now 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.

Automatic monitoring

Our smart support uses clever tech to check broadband performance and connection – all in the background. So, if everything’s working as it should, you won’t notice a thing. Just kick back, relax and continue your online adventures.

Overnight fixes

If we spot a serious issue with your broadband performance, we’ll start by getting in contact and offering you some simple steps to follow to try and fix the issue yourself – like tightening cables and resetting the Hub. If you don’t have time to do that on the day we reach out, we’ll work to sort the issue remotely overnight while you snooze – so if all goes well, things will be as right as rain by the time you wake.

Free engineer visit

If the issue’s still there after our remote fix and you’ve tried all our simple steps, we’ve got a team of expert engineers standing by to help. You don’t even need to worry about calling us – we’ll send you an email with a link to book a free engineer visit to get things in tip-top shape. All you have to do is pick a date and time that works for you.

Smart support also covers WiFi around the home for everyone, letting us know if you need a little help with your connectivity. For this, the process is slightly different.

Proactive WiFi watch

We identify households with poor WiFi.

A fix with new kit

If we spot a serious WiFi problem, we’ll offer a WiFi Pod or a newer Hub where possible.

Sent with QuickStart

If you accept, we’ll send your new kit as soon as possible – with no need for an engineer to visit.

Ongoing monitoring

We’ll keep tracking your WiFi to make sure everything’s installed correctly and your connection improves.

Handy tips and tricks

We’ll follow up with more guidance if needed – like Pod placement tips.

New to the Virgin Media family? Welcome, and make yourself at home knowing you’ve got a strong and steady connection from the moment you join us.

For the first 14 days after your installation, we’ll monitor your broadband performance to make sure everything’s in order. If it’s not, we’ll get in touch with some easy, proactive fixes for you to try.

If those don’t do the trick, you can book a free engineer visit.

We’ve got speeds for every household. All our broadband deals come with no setup cost and access to Priority from O2. Use our helpful postcode checker to see what you can get.