Smart support: Everything you need to know

If you’re a Virgin Media customer with fibre broadband, then smart support is available to you at no extra cost. And this is just the start. We have big plans for our connectivity, including rolling out smart support for our full fibre customers too.

Recently joined Virgin Media O2? New customers also get smart support. For the first 14 days following your installation, we’ll monitor your broadband performance to make sure everything’s in order – and if it’s not, we’ll reach out.

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.

No. Smart support is available to all our fibre broadband customers at no extra cost.

Smart support uses clever tech to quietly check your broadband performance in the background. If it spots an issue, we’ll first try to fix the problem remotely overnight, so your main online hours aren’t interrupted - or for new customers, we skip straight to the next step. If that doesn’t do the trick, we’ll send you an email with simple steps to try at your end – like tightening cables and resetting the Hub. If you still have an issue after carrying out these steps, we’ll send one of our expert engineers round to get things up and running again.

There’s no need to worry about calling us, as we’ll regularly check-in with you throughout the process to make sure things are running smoothly. Kick back and let us do the heavy lifting.

Smart support is all about making your life easier, so there’s no need to worry about calling us.

The quickest and easiest way to resolve any issue is to follow the simple steps in the email we send. If that doesn’t do the trick, we’ll send you another email with a link for you to book a free engineer visit.

Don’t worry – we've got you covered all the way. If the troubleshooting steps we’ve sent don’t fix the issue, our expert engineers are standing by to help. All you have to do is pick an engineer slot using the link we sent you, and an engineer will be around to help in no time.

We know life gets busy, but usually, it’s the simple steps that do the trick. So for existing fibre customers, we need you to try them before we can send an engineer round for a closer look. For newly set up customers experiencing connection problems within your first 14 days, we'll send you a follow-up email where you can book a free engineer visit.

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. Or find out more about our accessibility support and policy.

We’re in the process of rolling out smart support to everyone with Virgin Media 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 home broadband with our clever Virgin Media Connect app. It lets you run a super-intelligent WiFi home scan, which will test the speed to your device and the speed you’re getting to your Hub. If the scan finds any areas without superfast broadband, we’ll suggest ways to improve it – like with our intelligent WiFi Pods, for example.