Leading ISP rolls out smart support

Virgin Media O2 (VMo2) has now started rolling out a brand-new smart support service that can automatically identify issues with networks and enhance broadband dependability.

The internet service provider’s (ISP) introduction of the smart support service builds on its ongoing commitment to boost reliability, enhance value and reduce hassle for its business and domestic customers.

The all-new process will now tackle broadband problems remotely, with the hope that customers won’t often need to report faults. When irregularities are identified, they will be resolved swiftly with little action required from customers, supplying an even more reliable and seamless broadband experience.

The smart support service from Virgin arrives after research carried out by the ISP encountered that around 34 per cent of UK broadband users felt they wouldn’t be confident attempting to resolve issues with their broadband, in the event of a technical problem arising. This is despite the fact the approximately 98 per cent of Britons count on the internet each day.

Built with technology developed by Cisco ThousandEyes, smart support will initially target 300,000 of Virgin Media’s broadband customers. There connections will be assessed over 12 months as the smart service learns and develops. It is then expected to be rolled out on a wider scale to all Virgin customers going forwards.

The service from Virgin promises to better their customers’ experience when they are using broadband for multiple purposes simultaneously. This is a key aspect required for businesses using broadband, with staff often researching online, emailing and carrying out video conference calls at once.