What is smart support from Virgin Media? All you need to know about the latest updates to smart support

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.

Using clever technology, smart support automatically monitors 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.

Our smart support service for broadband connectivity is available to all Virgin Media fibre broadband customers at no extra cost, and we’ll soon be rolling it out to full fibre broadband customers. Our smart support service for WiFi coverage is already available to all Virgin Media fibre and full fibre customers at no extra cost.

Read on for everything you need to know about the recent improvements we’ve made to the service and how it works for you:

We’re always looking to develop our products and services. As such, we’ve made some recent updates and improvements to smart support we think you’ll love:

Smart support is now more proactive

We’re now able to more easily identify customers who have had issues with their connectivity, meaning we can reach out to you proactively before you reach out to us and offer solutions to improve your WiFi.

Smart support is now faster

We can think of few things in life that are not improved by speed. We’re happy to report, thanks to smart support, our customers are now receiving help more quickly when they experience connectivity issues.

Smart support is now smarter

We’ve added even more checks to the service to ensure your issues are fully rectified at the first time of asking. If they’re not, we’ll offer guidance to fix the issue.

Smart support is now more efficient

We don’t want you to miss anything important, especially if we’re sending you steps to get your connection purring again. You’ll now get SMS messaging to complement the emails we send, just in case.

Smart support is now more linked up

We’ll always try to rectify any issue without you calling us. But if you do need to call us, we’ve made some behind-the-scenes changes to our systems, meaning we can see what you’ve done so far and provide you with a clear action plan on what to do next.

Alongside all the improvements to the service, here’s how smart support works:

Automatic monitoring

Our smart support uses clever tech to check broadband performance and connection 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 and reach out with smart support, we’ll start by 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.

Now, 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.

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.

Plus, stay tuned for more

Smart support is available to everyone with our fibre broadband, at no extra cost – prioritising customers with the most serious connectivity issues first. And this is just the beginning. We’ve got big plans to evolve it so we can monitor and improve even more things, like our full fibre broadband. Watch this space.

Want to know more about smart support? You’ll find information, tips and tricks, and answers to FAQs here.

New to the Virgin Media family as a fibre customer? 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 – and if it’s not, we’ll reach out with some easy, proactive fixes for you to try.

Then, 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.