UK broadband provider improves reliability with smart support

After the success of Virgin Media O2’s (VMO2) initial smart support rollout to its existing customers early this year, its second phase is now focused on new customers, providing support in their first weeks of broadband.

Smart support is designed to monitor user broadband performance and aims to optimise connections via a preventative troubleshooting process. If smart support detects a possible connection issue to the WiFi Hub, VMO2 will automatically contact the customer and offer them a series of simple fixes and specialist guidance.

The phase two rollout arrives at a time when VMO2 research shows Britons prioritise their Wi-Fi working properly highly. Using background analysis of customer connections and auto-identification of problems like disconnects and speed drops, smart support was created to help build a complete picture of consumer broadband performance.

The detailed data is designed to assist Virgin Media to act proactively on potential issues, heading them off before they can impact service, and ensuring a smooth and seamless broadband connection.

Alongside the phase two rollout, Director of Connectivity at VMO2, Gareth Lister, recently listed several tips to support hassle-free broadband installations. These cover ideal Wi-Fi hub placement, connections and cabling, speed checks and phone call quality.

To date, Virgin Media is the UK’s first major ISP (internet service provider) to reach out to users proactively to enhance broadband experience. The service has enjoyed positive results so far, with smart support offering a more dependable connection and less offline time for customers.