Virgin Media O2 (VMO2) has unveiled a groundbreaking service named ‘smart support’ aimed at automatically monitoring and resolving home network issues for broadband customers. Leveraging Cisco ThousandEyes technology, the innovative system will debut with 300,000 Virgin Media broadband users, with plans for a comprehensive rollout in the future.
The smart support service continuously tracks broadband speeds and connection quality. When anomalies are detected, the system’s WiFi Hub will initiate automated overnight troubleshooting attempts. If issues persist, customers will receive personalized guidance on self-resolution or the option to schedule an engineer visit.
Director of Connectivity at Virgin Media O2, Gareth Lister, emphasized the importance of reliability alongside speed: “Virgin Media has long been recognized for ultrafast speeds, but we also know that reliability is equally important which is why we’re rolling out a new, innovative smart support service.”
The initial focus will be on diagnosing common connectivity problems, with future plans to address a wider spectrum of in-home network challenges including WiFi blackspots.
A recent survey highlighted that while 98% of British broadband users depend on the internet daily, 34% lack confidence in troubleshooting WiFi issues. This underscores the necessity for proactive support, particularly as remote work and digital entertainment reliance continue to rise.
Last year’s Ookla report revealed concerning performance gaps between wired and wireless connections in the UK, with WiFi achieving just 29.8% of ethernet speeds. This places the UK among the lower-performing nations globally in terms of WiFi efficiency.
With smart support, Virgin Media O2 aims to enhance customer experience by preemptively resolving network disruptions, reducing inconvenience, and optimizing connectivity. The service is set to evolve over time, promising a best-in-class solution to address the evolving needs of modern internet users.
