Can Virgin Media O2 Use AI to Improve Network Reliability?

Virgin Media O2 is deploying AI monitoring tools across its mobile network to predict and prevent issues, providing a more reliable and consistent experience for customers across the UK.

Building on two years of experience with its fixed broadband network, where automation reduced repair times by over a third and cut engineer visits by 12%, the operator now extends the approach into mobile services. 

A move like this will improve network resilience, reduce service interruptions and support high-demand periods.

Jeanie York, CTO at Virgin Media O2, says: “At Virgin Media O2, we are investing every single day to improve our mobile network and provide a more reliable experience for our customers. 

“Greater automation will help us predict and prevent issues and allow us to better spot and fix problems when they arise, reducing downtime and ensuring customers can trust us to deliver the dependable mobile experience they rely on.”

AI-driven monitoring across mobile networks

The expanded partnership with Zinkworks focuses on monitoring network performance, identifying patterns and behaviours, detecting and resolving issues faster and anticipating faults before they escalate into service issues. This approach allows operational decisions to be taken before customers are affected.

The AI technology will be deployed across key parts of the mobile network, including radio access, core systems and network operations. 

By combining real-time network data with intelligent automation, the network can monitor itself, anticipate potential problems and take corrective action. 

Engineers retain full oversight while the system works autonomously to reduce downtime and maintain service quality.

Paul Madden, CEO of Zinkworks, says: “Mobile operators globally are looking for ways to harness AI at scale, and Virgin Media O2 is at the forefront of this shift. 

“By combining Virgin Media O2’s ambition and our engineering expertise, we are building capabilities that will reduce outages, improve performance and deliver tangible benefits to customers across the UK.”

Cloud and AI support for autonomous networks

The initiative uses the core Google Cloud platform alongside tools such as Gemini and Vertex AI to deliver AI-enabled autonomous network capabilities. 

Gemini provides advanced machine learning models for predictive analytics, while Vertex AI supports the development and deployment of AI applications across complex network environments.

Together, these technologies allow Virgin Media O2 to implement automation at scale, giving engineers insights to act faster and maintain continuous service.

By expanding AI-driven monitoring from fixed broadband into mobile networks, Virgin Media O2 is creating a foundation for more autonomous network operations. 

The operator can improve performance proactively, anticipate faults before they affect customers and respond quickly to high-demand periods without service disruption.

Enhancing customer experience and network resilience

The deployment supports Virgin Media O2’s wider strategy to transform network operations and improve resilience as demand grows. 

Automation reduces the need for engineer interventions, allowing teams to focus on complex maintenance while routine issues are handled proactively. 

This delivers faster resolutions, fewer disruptions and a more consistent mobile experience across the UK.

The new technology allows Virgin Media O2 to continuously monitor the network, giving engineers tools to address problems before they escalate and ensuring customers can rely on uninterrupted service. 

This AI-driven automation is part of a broader effort to modernise network operations and meet growing expectations for mobile reliability and performance.