MORE DETAILED ICOMS

Virgin Media O2 Product & Systems Reference Guide

DOCSIS (Data Over Cable Service Interface Specification): Runs over a Hybrid Fiber Coaxial network (Main box $\rightarrow$ Fiber $\rightarrow$ VM box $\rightarrow$ Copper $\rightarrow$ House).

XGS-PON (10-Gigabit Symmetrical Passive Optical Network): Full Fiber to the Premises (FTTP). Required for Gig2 speeds.

Broadband Speed Tiers & Capabilities

M125 Download Speed: 133 to 137 Mbps Upload Speed: 21 Mbps Ideal Household & Usage Profile: Live on your own; up to 5 devices as a couple or up to 10 on your own; basic streaming, browsing, one-at-a-time gaming.

M250 Download Speed: 267 to 273 Mbps Upload Speed: 26 Mbps Ideal Household & Usage Profile: Up to 10 devices for a family of 4; up to 15 for a couple; streaming in HD, downloading movies and games.

M350 Download Speed: 372 to 382 Mbps Upload Speed: 36 to 37 Mbps Ideal Household & Usage Profile: Medium-sized household; up to 10 devices for a family of 6 or 15 for a group of 4; data-heavy gaming/streaming simultaneously; 1 person WFH.

M500 Download Speed: 517 to 544 Mbps Upload Speed: 50 to 52 Mbps Ideal Household & Usage Profile: Medium to large household; 15+ devices; several gaming and streaming sessions simultaneously.

Gig1 Download Speed: 1064 to 1138 Mbps (Ave 1130) Upload Speed: 96 to 104 Mbps Ideal Household & Usage Profile: Watch TV in Ultra HD and use VR headsets without a hitch; up to 100 devices (smart home, CCTVs).

Gig2 Download Speed: 1932 to 2085 Mbps Upload Speed: 207 to 208 Mbps Ideal Household & Usage Profile: Requires FTTP. Ultra-high-tier connection.

Routers, Equipment & Add-ons

Hardware Specifications

• Super Hub 3: 4 Ethernet ports; up to 500 Mbps; standards: bgn-ac (WiFi 5).
• Super Hub 4: 4 Ethernet ports; up to Gig1; smart hub with self-diagnosis; standards: bgn-ac (WiFi 5).
• Super Hub 5: 4 Ethernet ports; up to Gig2; smart hub with self-diagnosis and customer update for faults; recycled plastic; standards: bgn-ax (WiFi 6).
• WiFi Pod (5x): Extender compatible with Hubs 3, 4, and 5; WiFi 6.

Add-ons & Guarantees

• Homeworks (£10.99/month): Includes premium internet security (VM F-Secure SAFE for up to 10 devices against malware + parental controls), Gadget Rescue (remote tech support covering most devices + free daily PC health check for Windows), and priority engineer appointments the next working day.
• WiFi Guarantee with WiFi Max: Auto-included. Pays a 100 Pound bill credit if you get below 30 Mbps per room after investigation.

Landline (LL) & Telephony

Line Rental & Connections

• Standard Line Rental (£19.00/month): UK monthly fee for the physical wire connecting VM to your home. Not available for FTTP; usually bundled with BB; maintenance fee inclusive in plans. Uses Time Division Multiplexing (copper analogue phone network).
• 21CV (21st Century Voice): Over the HFC network. Requires a Hub 3.0 (connects to the router instead of the phone socket). Handset not provided.
• EBUL (Emergency Backup Line): For customers with accessibility needs or telecare devices (no mobile). Lasts for 8 hours on standby and 1 hour of talk time. Requires LL; works even if the main line is down.

Landline Plans (Backbook to Frontbook)

• Talk Weekend $\rightarrow$ Weekend Chatter: Weekends only; UK mobiles included.
• Talk More Evenings & Weekends $\rightarrow$ Evening and Weekend Chatter: Weekends + evenings (7 PM to 7 AM); UK mobiles included.
• Talk More Anytime $\rightarrow$ Anytime Chatter: Anytime 24/7; UK mobiles included.
• Talk More Int'l Anytime $\rightarrow$ Int'l Anytime Chatter: Anytime 24/7 + 50 international countries; UK mobiles included.
• Note: Subject to a Call Connecting Fee (CCF). Older/legacy plans are bound by the 59-minute redial rule (calls exceeding 60 minutes incur extra charges for exceeding minutes).

Telephony Add-ons

• Talk Int'l £2: Discounted international call rates.
• Talk Int'l £5: 250 mins/month to landlines internationally and mobiles in 6 international destinations.
• Talk Int'l £10: 1000 mins/month to international destinations.
• Talk Mobile £2 / £5 / £10: Subject to specific mobile tariffs; includes up to 600 mins/month to UK mobiles (on the £10 tier).
• Talk 08 £2 / £5: 250 mins/month for direct-dialed voice calls to UK numbers starting with 0845, 0870, or 08.

Telephony Call Features

VM 1571 · VM Plus (remote access and message alerts) · Caller Display · Call Waiting · Call Barring · Call Divert · Ring Back When Free · Reminder Call · 3-Way Calling · Anonymous Call Reject

O2 & Volt Packages

Volt Benefits

Pairing a VM broadband plan with an eligible O2 SIM unlocks Volt packages:

• Broadband tier upgrade from original plan (e.g., M250 to V250).
• Double data on the offered O2 SIM plan.
• Free 3 WiFi Max pods.
• O2 Travel Inclusive Zone extended by 3 or 6 months.
• Max Bolt: Requires a 250GB+ O2 plan.

O2 Plan Tiers

• Ultimate: Data rollover, unlimited minutes & text, unlimited MMS, O2 Travel, O2 Priority, choose an extra (plan life), O2 Satellite Plus.
• Satellite Plus: Same as Ultimate, except no O2 Satellite and multisave; includes an extra for 6 months.
• Classic: Same as Satellite Plus, except no O2 Satellite, multisave, and data rollover; includes an extra for 3 months.

O2 Perks & Extras

• Shopping discounts, sporting/concert ticket access, prize draw entries, exclusive offers (via the O2 app).
• O2 Travel Inclusive Zone: 120 mins and 120 texts; no data cap (subject to fair use) across 50 countries.
• Network Coverage: 5G speed in over 150 towns across the UK; 3G/4G covers most of the UK via over 16,000 O2 WiFi hotspots.
• Consumer Extras: Disney+, Amazon Music, Amazon Prime, Audible, McAfee, Cafeyn, Xbox Game Pass Ultimate, TNT Sports. Price rise: £2.50/year.

ICOMS System Navigation & Quick Reference

General Navigation Rules

• Use F2 to move from general views to the @CM field/windows.
• House Maintenance check: SS, HM, and VS must all be marked Y, or an engineer visit is required.

Core Account & Customer Information

• SS (Serviceable Status): Display selection, welcome letters, work orders, monthly charges.
• HM (House Maintenance): General house maintenance overview.
• VS (Customer Services): Check status (AC Active, DI Disconnected, PI Pending Installment, PD Pending Disconnection).
• CR (Credit Limit / Score): Telewest broadband credit limits and shadow limits.
• EM (Email Maintenance): Email preferences (P for Primary, A for Alternative).
• NC (No Contact Customer Maintenance): Flag if customer contact is no longer working.
• 16 (Customer Demographic Information): View customer date of birth.
• TN (Customer Telephone): Customer telephone numbers and details.
• CM (Customer Maintenance): View customer personal information and category details.
• CV (Contract View / Historical): Historical contract documents sent to the customer; hit F9 to view.

Billing, Payments & Contracts

• 57 (Customer Ledger): First-screen check for account details, balances, and breakdowns; press I for itemized details.
• MC (Monthly Charge Summary): Screen to check the existing monthly rate and promotions.
• BE (Bill Emulation): Preview the next customer bill; press 5 for itemized details.
• PS (Payment Summary): Previous payment details and history.
• MP (Customer Method of Payment): View payment methods (Purple indicates Active Direct Debit); press 2 and select the sort code beside DD to view details.
• PP / 2 (Edit Pending Payments By Customer): View scheduled bill due dates and pending payments.
• EB (E-Billing Customer Maintenance): Check e-billing status. Press R beside e-bill to revert to paper bills (costs 1.75 Pounds); use the My VM app to revert back to e-billing.
• CB (Bill Day Change): Modify the billing date; press F10 to change (requires a 0 balance; maximum of 2 changes per year).
• CT (Display Account Contracts): Active contract details; calculates Early Disconnection Fees (EDF).
• IR (Price Rise Summary): Check if the customer is affected by price rises or inflation rate changes.

Equipment, Orders & Maintenance

• EQ (Customer Equipment Maintenance): View equipment details (Type EQ to navigate and view details).
• CG (Work with Account Equipment Charges): View unreturned equipment and potential penalty charges.
• WC (Welcome Letters Customer Contact Files): Alternative delivery address for customers. Type HP under Contact Type for Fulfillment Request, and A under Active to activate.
• WO (Customer Work Order Display Selection): View order status changes. Put 1 under ? to view order status (CP Completed, FB Future Star/Bill, ND Not Done, CN Cancelled).
• CE (Work with Account Events): Electronic communications (EECC) and tracking details (historical Yodel, InPost).
• LS (Loss of Service): TV loss of service and allocated credits computation (customer must report).
• AS (Credit Adjustment): One-time credit for compensation, goodwill, etc. (allowances are TBA).
• RK (Automated Credit Maintenance): Apply rolling credits.
• CQ (Virgin Media Cheque Refund Screen): Process customer refunds (Processed $\rightarrow$ Posted).

Volt Reconciliation Process

1. Type code MA at the @CM field $\rightarrow$ Hit Enter.
2. Press 1 to select Customer VMO2 Mobile Info $\rightarrow$ Hit Enter.
3. Hit F9, type the O2 mobile number $\rightarrow$ Hit Enter (this activates Volt perks).
4. Important: Always indicate the Order Number at the work order field.