Virgin Media will finally offer a much-needed change from next month

Virgin Media has announced that it is making a big change to its service which should improve things when its broadband, phone or TV services stop working. From next month the firm says that all of its customer-facing staff will be insourced. That means if you need an engineer to visit your home or you having new kit installed it will be performed by Virgin staff.

This big change, made following direct customer feedback, will see Virgin Media increase its directly employed engineer workforce by more than 700 taking its total number to 1,800.

Previously, a proportion of in-home visits were carried out by contracted partners. Some of the 700 employed engineers will now be transferred over from those partners with the remaining workforce recruited externally.

Severina Pascu, Deputy CEO and Chief Financial Officer at Virgin Media said: “Bringing our customer-facing installation teams and engineers into Virgin Media will improve the service and experience our customers get from Virgin Media. Understandably, with our brand and superior network, our customers expect the best from us and we’re continuing to invest to deliver on those expectations and become the most recommended brand in the sector.”


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Virgin hopes that by giving customers improved information about their services and connectivity performance in the home, it believes customers will get a better overall experience and will see a fall in reported issues.

This latest news comes as Virgin has also announced more homes will soon get its 1Gbps broadband.

Virgin Media has been promising that more users would get access to its new 1Gbps service and it seems the firm is being true to its word. After initially launching in Southampton these superfast speeds are now heading north with Virgin announcing it is connecting more than a million homes across the West Midlands.

Those lucky enough to have this broadband beamed into their living rooms will see speeds up to 20 times faster than the regional average.

In real terms, it means you should be able to download a full HD movie in around 34 seconds rather than the usual 12 minutes at average speeds.

Here’s what a 1GB connection means for you.

With 1,104Mbps available in your home, Virgin Media reckons you’ll be able to download a 1080p HD blockbuster (around 5GB in size) in just 42 seconds – the UK’s average connection, downloading the same film will take 13 minutes.

If you’d rather watch in UHD 4K (around 20GB), the Gig1 connection will have the film queued-up in less than 3 minutes, compared to nearly an hour (52 minutes) on the UK’s average connection.

And lastly, downloading a Sony PlayStation 4 game – like Red Dead Redemption 2 (99GB) – takes just 14 minutes, compared to 4 hours and 20 minutes on the average connection.

Along with offering that fast download speed, Virgin customers on Gig1 will also get upload speeds of over 50Mbps.

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