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Virgin Media insources all in-home engineers to enhance customer service and experience

Virgin Media has announced that it will be insourcing all of its customer-facing install and service activity to further enhance the experience given to its customers.

  • From 1 April 2020, Virgin Media will increase its customer-facing installation and service workforce by recruiting 700 additional engineers to further improve customer service and experience
  • New and existing customers will benefit from expert guidance and advice on how to make the most of their broadband and TV services
  • Virgin Media has also announced reforms to its regional partner structure and relationship as part of its ongoing network expansion programme

This 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.  

This will provide new and existing customers with a much improved experience when they have their services installed or issues fixed that require an engineer visit.

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

With Virgin Media’s diverse portfolio of products and bundles, including the UK’s fastest widely available broadband speeds with gigabit connectivity being rolled out across its network; customers frequently want to know how to maximise their services and connected devices.

Last year, Virgin Media re-trained its engineers and installation teams for the launch of its Intelligent WiFi proposition which has resulted in improved connectivity around the home and greater service satisfaction. Further training is currently underway for those engineers joining the Virgin Media team.

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

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.”

Alongside insourcing in-home engineers, Virgin Media has also reformed its build partner model to provide a one-stop-shop for the planning, expansion and maintenance of its next-generation gigabit network across the UK.

Virgin Media has awarded five year regional build contracts to six national partners across nine regions worth hundreds of millions of pounds per year in total starting from April 2020.

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