Broadband News

Virgin Media is to become the first ISP to use SamKnows’ broadband performance testing technology to discover the speed, quality and reliability of the service it offers to customers.

The SamKnows technology is already being used by Ofcom to monitor broadband performance across the country but this is the first time an ISP has opted to use the technology to monitor its own service. The results from the SamKnows performance network are used by Ofcom to reveal the state of the nation’s broadband experience and feature in the watchdog’s analysis and Broadband Code of Practice.

The crucial difference between SamKnows performance testing technology and web-based systems is that is hardware based. A small box sits between the broadband connection point and the computer to monitor the quality of the connection. Unlike many software tests it does not focus solely on speed but includes equally important factors such as jitter and latency which can seriously affect the quality of voice and video as well as gaming. The hardware solution also means that the connection itself is tested. A problem with software and web-based testing solutions is that results can vary depending on how much of the computer’s processing power is being used for other activities and results can be impacted if the connection is shared with another computer.

Over the next twelve months 750 Virgin Media customers will have the opportunity to use a SamKnows performance testing box to monitor the performance of their connection. The results will be fed back to the ISP so executives can get an overview of how their portfolio of broadband services are performing, including the company’s 50Mb fibre network it is currently rolling out.

Positive lead

SamKnows Chairman, Alex Salter, believes Virgin Media is giving a positive lead to other ISPs by using an independent testing method to report on the performance of its services.

“This deal represents a significant shift in service provider attitudes,” he says.

“Instead of simply complying with external regulation, in a pioneering step, Virgin Media is proactively looking to assess itself to make sure its customers are getting value for money. The move can only be good for the consumer, especially if it encourages other ISPs to follow Virgin Media’s lead.

“With Digital Britain top of everyone’s mind and conclusions of the first Ofcom Broadband Speeds project illustrating the gap between advertised and experienced speeds, now is the ideal time for broadband providers to take a long, hard look at their services to ensure customers are getting what their broadband packages promise.”

Jon James, Executive Director at Virgin Media explains that the ISP is taking the decision to partner with SamKnows because it needs an independent means of verifying it is giving its customers the best quality service possible.

“Virgin Media’s reputation is built on the quality of our products and we’re committed to improving our customers’ broadband experience in every way possible,” he said.

“We made the decision to employ one of the UK’s leading independent broadband testing experts to ensure that we are able to continue to lead the market for broadband. The superior reliability and accuracy of its data make it an ideal partner to help us fine-tune and improve the products we offer our customers.”

Virgin Media customer interested in joining the performance trial can register online, with full details at

http://www.virginmedia.com/myvirginmedia/broadband-quality-trial.php