Virgin Media O2 launches customer service AI voice agent on selected calls to make support faster and easier than ever before. * Virgin Media O2 has launched a new AI voice agent to support selected broadband fault calls, helping customers get faster help with routine issues. * The new tool frees up human customer service agents - who remain available to all customers - to focus on more complex issues that require specialist support. * Launch builds on Virgin Media O2's ongoing customer service transformation, including its Institute of Customer Service partnership, specialist UK-based team for complex customer support, Lumi AI tools for advisors, and wider investment in improving customer experience. 24 September 2026: Virgin Media O2 has launched a new AI voice agent to help customers get faster support with selected broadband fault queries, as part of its ongoing commitment to improving customer service and making it easier for people to get the help they need. The new AI voice agent will be introduced gradually, initially supporting customers with routine broadband fault calls which represent a small proportion of total call volumes. The technology was built in partnership with Sierra, a conversational AI platform, and is designed to help customers resolve simpler issues more quickly, while ensuring human advisors can spend more time on complex or sensitive issues where their expertise and experience matter most. Customers will still be able to speak to a member of its support team if they need to. Calls will be carefully monitored by its teams, with Virgin Media O2 using customer feedback to assess performance and improve the experience. The initiative builds on Virgin Media O2's wider customer service transformation programme, which is focused on investing in people, simplifying systems and processes, upskilling frontline teams and removing persistent pain points for customers. Virgin Media O2 recently launched a specialist UK-based team of more than 500 highly skilled customer service agents dedicated to resolving the most complicated and sensitive issues, including bereavements, complex complaints and support for vulnerable customers. Building on this investment, it later collaborated with the Institute of Customer Service on a structured and officially recognised training programme designed to equip contact centre employees with the skills to better manage complex customer interactions and deliver more consistent support. Virgin Media O2 has also invested in new digital tools to support its advisors, including Lumi AI, which analyses customer conversations in real time and provides agents with helpful prompts and insights based on millions of previous interactions. These tools are helping frontline teams resolve issues more effectively, reduce transfers and provide more personalised support, while keeping human advisors at the heart of customer service. Alan Stott, Chief Operating Officer, Virgin Media O2, said: "Customers want support that is quick, simple and effective, and our people want the right tools to help them deliver brilliant service. Launching this service is another step forward in our plan to use technology responsibly to improve the customer experience. "This is about supporting its people, not replacing them. By using AI to help with routine journeys, Telefonica UK Limited can give customers faster support where it makes sense, while freeing up its advisors to focus on the complex, sensitive and human moments where their expertise and experience make the biggest difference. "We've made real progress improving customer service, from investing in specialist teams and accredited training to rolling out AI tools like Lumi that empower our advisors. But we know there is more to do, and we'll continue testing, learning and investing so we can deliver even better service for our customers." Together, these initiatives are helping to deliver measurable improvements for customers, with Ofcom's official data showing sustained reductions in complaints from Virgin Media and O2 customers over the past 18 months, while there's also been an increase in the proportion of complaints resolved within 24 hours. Bret Taylor, CEO and co-founder of Sierra, said: "The companies getting the most from AI start with a clear business goal and use AI to reach it - rather than approaching AI as a standalone project. Virgin Media O2 is doing exactly that, kicking off with a specific broadband use case where AI can help customers get support faster, then learning and expanding over time. We're so proud to partner with them to create effortless experiences for customers." About Sierra Sierra is the leading conversational AI platform, helping businesses build better customer experiences with AI. Agents built on Sierra resolve customer service issues and drive key business workflows, from account set up and troubleshooting, to originating mortgages, scheduling appointments, and saving subscribers from churning. Sierra works with over 40% of the Fortune 50, one in three of the world's leading banks, five out of 10 of the largest healthcare companies, and 25% of the IBEX 35. Leading brands like The GAP, Rocket Mortgage, SoFi, Sutter Health, and Wayfair partner with Sierra to improve customer satisfaction and drive better business outcomes. Subscribe for alerts. By completing this form, you agree to Virgin Media O2 using your details for the intended purpose. You can unsubscribe at any time by clicking the link in the footer of its emails. For information about its privacy practices, please visit its website. Telefonica UK Limited use Mailchimp as its marketing platform. 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O2's bizarre new GTA 6 pre-order costs 5p a day, but locks you in until 2029. The unprecedented consumer demand for Grand Theft Auto 6 has sparked a new era of video game financing. Virgin Media O2, a massively popular mobile and internet provider in the UK has announced a GTA 6 pre-order deal that costs 5p a day or £1.39 month. Key Takeaways * UK telecommunications provider Virgin Media O2 launched a 36-month, zero-interest installment plan for Grand Theft Auto 6 console pre-orders. * The structure requires a £20 upfront payment followed by monthly charges of under £1.50, totaling standard retail price over three years. * The offer targets PlayStation 5 and Xbox Series X|S players seeking to bypass standard upfront retail launch costs. Rockstar Games is preparing for what is most likely going to be the biggest release in gaming history with Grand Theft Auto 6 for PS5 and Xbox Series X|S on November 9, 2026. Now, the United Kingdom telecommunications sector is actively capitalizing on the upcoming event. Virgin Media O2 has announced a pre-order that offers customers and non-customers an exclusive deal to pre-purchase GTA 6 for just 5 pence a day (£1.39 a month) with a £20 upfront payment. How does the Virgin Media O2 GTA 6 pre-order work? The Virgin Media O2 Grand Theft Auto 6 pre-order operates as a 36-month financial contract with a zero percent annual percentage rate. Subscribers pay an initial £20 upfront fee. Following this payment, the customer pays £1.39 monthly for three years. This model deliberately bypasses the standard premium retail price. Rockstar Games has confirmed the title strictly for PlayStation 5 and Xbox Series X|S consoles. Virgin Media O2 allows customers to secure copies for these confirmed hardware systems through this extended payment structure. The telecommunications company structured the deal to spread the financial impact over a long period, easing the stress of paying £80 upfront. Virgin Media O2 customers must commit to the full contractual term to retain the zero-interest benefit. Is the 36-month payment plan worth the commitment? Evaluating the 36-month payment plan requires comparing the micro-installment total against the standard retail purchase. The Virgin Media O2 contract totals roughly £70 over three years without interest. Conversely, a standard retail purchase demands the full £70 payment immediately upon release from traditional gaming storefronts. Should you pre-order now? Choosing this pre-order method depends entirely on individual budgeting preferences. Consumers who prefer micro-installments will find the Virgin Media O2 plan highly beneficial. Buyers who actively dislike long-term financial commitments should wait for standard retail availability when the game officially launches. Prospective buyers must monitor the telecommunications website closely. Virgin Media O2 processes applications strictly based on current stock allocations and server capacity. Read this post in: Fueled by a passion for gaming and the ever-evolving world of gaming news, Daniel loves connecting with seasoned and new players to bring games to life on the page, exploring their narratives and gaming trends. A self-published fiction and fantasy author, Daniel has nearly 20 years of experience writing gaming news and a love for storytelling that drives his enthusiasm to deliver breaking news, in-depth analysis, and industry innovations. You will find him in-game as "Windfell." Download the Allkeyshop Browser Extension Free For all the latest video game news, trailers, and best deals, make sure to bookmark Allkeyshop. You can find all the best and cheapest online deals on CD keys, game codes, gift cards, and antivirus software from the verified CD key sellers on its store pages. To not miss any news on Allkeyshop, subscribe on Google News. MORE RELEVANT ARTICLES