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 at Virgin Media are revolutionising the way we keep people online with our smart support.

What does this mean? We’ll use clever tech to check constantly on your broadband performance in the background, which will enable us to catch serious issues. Sometimes, we’ll be able to solve them without you even knowing about it, and we’ll aim to provide easy, proactive fixes as soon as possible. And naturally, it’s at no extra cost to you.

Smart support is available to Virgin Media fibre broadband customers, and we’ll soon be rolling it out to full fibre broadband customers too. If you’re new to Virgin Media, we’ll monitor your broadband performance for the first 14 days 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. 

Smart support is a five-step process and here’s how it works.

1. Automatic monitoring

We monitor Hub performance using SamKnows, watching out for serious broadband connection issues without bothering you.

2. Overnight fix

If we catch a serious issue, we work to tackle it remotely overnight (for new customers, we skip straight to the next step).

3. Quick, easy steps

If the issue continues, we reach out with a few simple fixes for you to try at your end.

4. Free engineer visit

If you need more support, you don’t have to call us – we’ll simply send an email with a link to book a free engineer visit to get things in tip-top shape.

5. Regular check-ins

We monitor progress the whole time, and keep in touch at every step within 48 hours.

This support system is also smart enough to prioritise the most serious issues, as well as making sure those who are new to Virgin Media have their issues addressed as soon as possible. We’re in the process of rolling it out to everyone with our fibre broadband, at no extra cost.

And this is just the beginning. We’ve got big plans to evolve it so we can monitor and improve even more things, including connectivity around your home. Stay tuned.

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