VirginVirgin Media O2 kicks off the rollout of its latest innovation: smart support service.

Virgin Media O2 is shaking up the broadband game (well, within the support side) with the launch of an innovative new service aimed at boosting reliability without costing customers a penny extra.

Enter “smart support” – a new product to nip network issues in the bud before they even become a headache. In a recent study by Virgin Media O2, it was found that a whopping 34% of British broadband users lack confidence in troubleshooting WiFi woes, despite nearly all of us relying on the internet every single day.

This new service promises to imrpove your streaming, video calling, and gaming experiences by ensuring a rock-solid connection for your entire household. Smart support keeps a watchful eye on your WiFi Hub, diagnosing potential issues like speed drops and disconnections, and providing proactive solutions to keep your connection shipshape.

Powered by cutting-edge technology from Cisco ThousandEyes (formerly SamKnows), smart support is set to roll out to 300,000 Virgin Media broadband customers initially. These lucky folks will benefit from round-the-clock monitoring of their connection, automatic overnight troubleshooting, personalized advice for DIY fixes, and easy booking for expert help if needed.

As a bonus, Virgin Media O2 has big plans to make smart support even smarter in the near future. Soon, it will be able to diagnose a wider range of connectivity issues, assist new customers during installation, and offer guidance on banishing pesky WiFi blackspots from your home.

It’s truly refreshing to see a major ISP take proactive steps to address customer support challenges head-on. Larger ISPs often grapple with poor support, as evidenced by their lackluster ratings on platforms like Trustpilot. By introducing innovative technology to enhance customer satisfaction, Virgin Media O2 is undoubtedly taking a step in the right direction.

Gareth Lister, Director of Connectivity at Virgin Media O2, explains: “Virgin Media has long been synonymous with ultrafast speeds, but we also understand the importance of reliability. That’s why we’re introducing smart support – to provide a helping hand in fixing network woes and optimizing connectivity, often without customers lifting a finger. As smart support evolves, we aim to make life easier for our customers and ensure top-notch connectivity for all.”

And if that’s not enough, Virgin Media broadband customers with an O2 pay monthly mobile plan already enjoy the WiFi guarantee at no extra cost. That means minimum download speeds of 30Mbps in every room or £100 credit – setting a higher bar than competitors like BT, EE, Sky, and Vodafone.

Emily Turner

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