Hi all.
We have been on VM basic TV streaming with Flex. And gig1 broadband. We have the hybrid setup so fibre to the street and then coax into the house. I keep asking for the full fibre setup so fibre into the house. The bot assistant on chat and the advisors are just not getting it. How can I get to this. We work from home and want the full fibre for gaming etc and the speeds are throttled too much at times. Has anyone got the full fibre setup and how do I get it.
VM does not throttle speeds, so an upgrade to fibre will not help. In some cases there can be congestion and it would help if you provided more information on this.
As for the upgrade: it's coming to everyone but the timescale is unknown to virtually everyone - and that includes call centre agents.
The Sales team on 0800 183 6408 may be the best place to provide any updates on possible full fibre become available at your address.
If and when full fibre becomes available via VM at your property you need to be aware of a few differences compared to the present set up.
As already indicated there is no modem mode on the hub5x which is the only hub supplied to VM's Full Fibre customers, and no future plans to introduce modem mode.
VM's recordable TV set top boxes only work on the older DOCSIS network which uses coaxial copper cables. VM's DOCSIS and XGS PON aren't compatible as without coaxial there are no traditional cable television signals just internet, so VM provide their TV service on the full fibre network over the internet using the Stream (Flex) box, hence no recording facilities.
Also there isn't currently a landline service provided by VM on the full fibre network.
Customers that currently have (or previously had) a connection on the older DOCSIS network are unable to sign up for a full fibre connection directly via VM, or via nextfibre, or the newly introduced giffgaff full fibre which is provided over the nextfibre network. (It may actually be quicker to register with giffgaff as VM seem reluctant or unable to update their systems to allow cuatomers to transfer from DOCSIS to Full Fibre at present)
Live chat will likely only know sales, even when asking for it to be an account question. Best wait for a response from VM here.
"the speeds are throttled too much at times"
Repeating a false suggestion does not make it true.
The reality is game servers are overloaded at peak times, just as office VPNs are most busy on a Friday morning when time sheets and weekly reports are being submitted by many 1000s of employees.
Thank you for your reply. I checked this that have seen on another post and our town is showing as ticked. So I thought this meant that we are able to have fibre to property.
https://www.nexfibre.co.uk/wp-content/uploads/2025/05/nexfibre-Q125-coverageupdate-web.pdf
Have Virgin Media installed XGS-PON in your street ?
If not you are trying to buy a product that is not there.
Other considerations :
XGS-PON Hub 5x does not have Modem mode and it never will have Modem mode.
In streets where CATV and XGS-PON both exist, VM are only selling XGS-PON where a new customer requests a service and there are no CATV cables to their property.
