## 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.