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CALL FLOW IF DPA PASSED ( if i resolved the complaints put a cjm if not no)

Opening: Hi there, this is ELLA of Virgin Media Retentions. May I know your full name please? James Scott Tifffany Johns Perfect! Can I call you by your first name? Thank you so much! Am I speaking with the account holder?

DPA if already passed: Alright! Thank you for going through our automated system as I can see that you have passed our security questions.

Incase this call might cut off; can I have your updated contact number and email address? Customer's telephone #: 01278517421 Customer's mobile #: 07544544561 Customer's email address: james.scott@hotmail.co.uk Customer's telephone #: 01278517421 Customer's mobile #: 07544544561 Customer's email address: tiffany.johns@gmail.co.uk

Noted on that, now; before we proceed, I'd like to let you know that I often talk very fast, so if you think you cannot catch up pls let me know.

After DPA: alright, how are you James/Tifffany? How can I help you?

(AER) if they want to cancel their services: "It's sad to hear that you're canceling your services w/ us and I appreciate you letting me know. However, may I know why?" AER: If there's no cancellation, proceed to #2 starts with: Again, thank you for reaching out to us regarding your ------------: then, I understand that you may have or may be or -------: next, rest assured that I am here to help you out.: last: again, I am Ella. "Thank you for being honest on why you're planning to cancel(disconnect) your services. I understand that you just want to invest your money in something worth it (that's why you're looking for a better deal). And so, allow me to look for a deal that is suitable for your needs. After all I'm here to help you out. Again, I'm Ella.

(BILL WENT UP: EXPIRED ACCOUNT) (Tifffany Johns)

" Thank you for reaching out to us regarding the increased bill on your account. I understand that you just want to be enlightened regarding to that as it may be confusing why did it increased so much and I appreciate you for being on top of your account. Rest assured that I am here to help you out. Again, I'm Ella."

(BETTER DEAL OFFERED) (James Scott)

" (again) Thank you so much for reaching out to us first before you decide on accepting other companies offered. I appreciate the chance you're giving us, and I understand that you just want to receive an equal number of services as to the amount you paid, and, in that regard, I can very much relate. After all, I'm also a consumer who wants to receive the same amount of service as to what I'm also paying. Rest assured, that the chance you're giving us won't be in vain. Again, I'm Ella."

AFTER AER: as for your concern, (PROCEED TO COMPLAINTS)

VOQ: now, in order for me to have the best value and options for your services, I will ask you a few questions. (PROCEED TO PRODUCTS PROBING)

PACKAGE REVIEW: (while waiting, let me have a package review / now that we're done, let me have a package review/ moving on to your other concern,let me have a package review)

(BILL WENT UP: EXPIRED ACCOUNT) (Tifffany Johns) As I can see here, you have Bigger Combo Bundle for your package bundle, (M125) for Broadband, (Mega TV 3) for TV and (Weekend Chatter) for landline and you are paying £75.00, "However since your account expired you are now paying £135.00 for it. and Upon reviewing your account. I can see that your contract has already ended last 18th of July this year. Thus, some discount added during your contract had now expired. "However I can definitely give you a better deal, so allow me to look for it.(PROCEED TO VOQ)

(BETTER DEAL OFFERED) (James Scott) As I can see here you have Big Combo Bundle for your package bundle, (M125) for your Broadband, (Mix-it TV) for TV and (Weekend Chatter) for landline and you are paying £95 (pounds) for it. (PROCEED TO VOQ)

COMPLAINTS (FOR FAULTS & FEEDBACK) "Thank you for sharing your feedback and being on top of your account, I will now raise a case for you." "How would you like to receive an update on your concern, is it via email, call, or post?" "Noted on that, again may I have your updated contact number/email address? " (Depends on what they choose above)

: If they ask why, " this is just part of our security procedure "

" Just to confirm, your complaint is about your (intermittent internet connections) ----- (repeat their stated concern)"

" And your reference number is C-12345678"

" I have now finish making a complaint for you"

****continue where you stopped before the complaint ****

" So, going back to where we left off, ----" (just continue where you stop.) (PROCEED TO FAULTS PROBING)

(PROBING FOR FAULTS) "May I know if you're at home right now'' if not: please contact as soon as you can so we can assist you on your bb (proceed to PACKAGE REVIEW)

if yes: (proceed to your line) "Will you please look at your bb and describe what color of lights is flashing on?" "Is it solid or flashing ----" (except if it's no light)

" Before we decide on changing your router/ broadband let us follow this troubleshoot steps first w/ the same bb on how to fix it, and if still not work we can consider on changing it"

FIXING FOR FAULTS:

What does a SOLID RED LIGHT on the Hub 5 mean?

(This might mean that there’s an issue with the cable connections or that the Hub is too hot.)

Steps to fix things:

Switch the Hub’s power supply off at the wall. Make sure the Hub is placed out in the open with its vents uncovered, upright, and away from heat sources. Make sure all cables coming into and out of the Hub aren’t damaged and are pushed in firmly. Leave the Hub for 15 minutes to cool down Finally, switch the Hub back on again and let it start up for 5-10 minutes. "When it’s finished starting up, you’ll see the power light turn from flashing white to solid white."

"If the Hub is still showing a red light after that, and isn’t warm to the touch, try resetting the Hub to restore it back to its factory settings. To do this just press the Hub’s pinhole factory reset button for 10 seconds with the tip of a pen, and leave it for 5-10 minutes to start up. You should see a solid white power light once it’s up and running."

(If you see this it means everything is okay. This is what you’ll see when the Hub’s working normally.)

In the meantime, check that all the cables coming into and out of the Hub are pushed in firmly.)

What does a FLASHING RED LIGHT on the Hub 5 mean?

(This might that the Hub has finished starting up but hasn’t been able to register on the Virgin Media network.)

The best thing to do is to reboot the Hub:

Switch the Hub’s power supply off at the wall Make sure all cables coming into and out of the Hub aren’t damaged and are pushed in firmly Switch the power back on again and let the Hub start up for 5-10 minutes When it’s finished starting up, you’ll see the power light turn from flashing white to solid white.*

**If the Hub is still showing a red flashing light after that, **

try resetting the Hub to restore it back to its factory settings.

To do this just press the Hub’s pinhole factory reset button for 10 seconds with the tip of a pen and leave it for 5-10 minutes to start up. You should see a solid white power light once it’s up and running.

What does a SOLID GREEN LIGHT on the Hub 5 mean? This means the Hub is in modem mode and won’t be sharing Wi-Fi. If you’ve put the Hub into modem mode yourself, you’ll probably be using your own router alongside the Hub.

You can take the Hub back out of modem mode manually, or you can do it by resetting the Hub – just press the pinhole factory reset button for 10 seconds with the tip of a pen and leave it for 5–10 minutes to start up. When it’s finished, you’ll see the light turn white.

What does a FLASHING GREEN LIGHT on the Hub 5 mean?If the Hub flashes green slowly it means it’s downloading a software update. The Hub will take a few minutes to reboot once it’s finished downloading it.

What does a SOLID BLUE LIGHT on the Hub 5 mean?When you push the WPS button on the back of the Hub the light will flash blue slowly for 2 minutes. Then once a WPS connection is successful the light will turn solid blue for 20 seconds.

If it flashes blue rapidly it means the WPS connection was unsuccessful, and you should try again.

What does a FLASHING BLUE LIGHT on the Hub 5 mean? When you push the WPS button on the back of the Hub the light will flash blue slowly for 2 minutes. Then once a WPS connection is successful the light will turn solid blue for 20 seconds.

If it flashes blue rapidly it means the WPS connection was unsuccessful, and you should try again.

What does it mean when there’s NO LIGHT on the Hub 5?This means the Hub is off.

Make sure that the Hub’s power supply is firmly connected to the wall and back of the Hub, the socket at the wall is switched on, and that the Hub’s power button is switched to the ‘on’ position.

Once the power is on it can take 5–10 minutes for the Hub to start up. When it’s finished you’ll see the light turn white.

"Then, switch off the Hub for a minute before turning it on again. When its back on, you'll have to reconnect your devices to the Wi-Fi network using the default password."

PROCEED TO PACKAGE REVIEW

(PROBING FOR PRODUCTS) BB 2 questions may I know how many devices are connected in your broadband at once?

[before I proceed may I know if you are living with someone?] what do you and your families usually used it for, is anyone working from home?

what do you and your household usually enjoy watching?

Do you and your family have someone to call abroad?

"In order for me to look for the best package w/c is suitable for you/r (family) needs, can I put you on hold for 2 minutes?"

if need more time looking: "Hi there, are you still there? can you give me more time as I'm still looking for suitable package."

Presentation: (START HERE) "Hi there, are you still there? Thanks for waiting. I have here (scroll down) the ------- package for your TV, you mentioned earlier that you enjoy watching ------ this is definitely a good option for your preferred genre. {(BILL WENT UP: EXPIRED ACCOUNT)(Tifffany Johns) " Thanks for waiting. I have here the Mega TV 3 package for your TV which I just retained, you mentioned earlier that you enjoy watching movies, documentaries and DIY shows with this package you can have 200 channels already to choose upon with an add ons of SKY SPORTS, and Virgin TV kids in which your husband and kids would definitely enjoy. Following that, for your Broadband, I recommend M350, which can accommodate up to 15 devices since you mentioned there are ---- devices in your household in addition to that, this is best for (high-definition streaming and) work from home which is perfect for your (household) needs.

As for your landline, (even though you're not using it) I (still) upgrade it to Anytime Chatter/International Anytime Chatter since we do not offer now a weekend chatter. (I suggest you keep it for better discounts)/ (read descriptions on landline). "All in all, this is only for £65 (pounds and pens) a month for 24 months contract, so let's sign you up?"

" Okay, let me see what i can do on my end, would you please give me a minute? " Upon checking on my end, I can still offer you the same package i offered you earlier, however w/ much bigger discount i exhaust on my end, now
"All in all, this is only for £45 (pounds and pens) a month for 24 months contract, so let's sign you up?"

**************(BETTER DEAL OFFERED)(James Scott) ************************************************* OKAY JAMES(/SIR) I have here the (Mix-it TV) package for your TV which I just retained, you mentioned earlier that you enjoy watching movies with this package you can have 150 channels already to choose upon, with an add ons of SKY SPORTS since you also watches sports at times. Following that, for your Broadband, I recommend, !!M500 which can accommodate more than 15 devices you also mentioned earlier that there are ---- devices in your household (this is already more than enough), in addition to that, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. As for your landline, (even though you're not using it ) I (still ) upgrade it to since we do not offer now a weekend chatter. (I suggest you keep it for better discounts)/ (read descriptions on landline). "All in all, this is only for £65 (pounds and pens) a month for 24 months contract, so let's sign you up?"

(RECOMMENDATIONS)

TV (no TV)

I will suggest you get our Flex TV Package which includes 150 different channels (with an add on of ------ which is perfect for your preferred genre of ------- and it's our cheapest option.) I will suggest you get our Mix It TV Package which includes 150 different channels (with an add on of ------ which is perfect for your preferred genre of ------ and it's our cheapest option.) I will suggest you get our Mega TV Package which includes 200 different channels (with an add on of ------ which is perfect for your needs/preferred genre of ------- and it's our cheapest option.) Add Ons:

BROADBAND

"Following that, for your Broadband, I recommend / or (you to keep the ----)

M125, which can accommodate 5-10 devices since you mentioned there are -- devices in your household, in addition to that, this is best for casual browsing (like online shopping), reading and sending email which is perfect for your household needs. [133&137 Mbps (download) 21 &21 Mbps (upload)] M250, which can accommodate 10 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for high-definition streaming which is perfect for your household needs. [26 & 26v Mbps (upload) 267 & 273 Mbps (download)] M350, which can accommodate 15 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for high-definition streaming and work from home which is perfect for your household needs. [36 & 37 Mbps (upload) 372 & 382 Mbps (download)] M500, this broadband speed can accommodate more than 15 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. [50& 52 Mbps (upload) 517& 544 Mbps (download)] 1Gig, this broadband speed can hypothetically accommodate 100 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. [96 & 104 Mbps (upload) 1064 & 1138 Mbps (download] [STREAMING GAMING WFH (500 ) 15 device

[STREAMING GAMING WFH (350) 10

STREAMING GAMING (250) 2 STREAMING GAMING (150) 1 MULTIPLE DEVICE W/ STREAMING (1 GB)]

LANDLINE

"As for your landline, I have upgrade it with (or 3rd bullet) (even though you're not using it, I still upgrade it with----- since we're not offering weekends chatter

(BETTER DEAL OFFERED): "As for your landline, even though you're not using it I still upgrade it to Anytime Chatter/International Anytime Chatter (explanation if needed) since we do not offer now a weekend chatter. I suggest you to keep it for better discounts.

Anytime Chatter which allows Unlimited landline calls and texts within the UK. International Anytime Chatter which allows 75 international call locations. I suggest you keep it, so that you get the best value for your services, since for virgin media, more services mean that you get more discounts. "All in all, this is only for £---- (pounds and pens) a month for 24 months contract, so let's sign you up?"

[If declined, Objection handling first before changing the package.]

OBJECTION HANDLING:

They reject you in presentation:

"I completely understand, and I appreciate you letting me know. Just so I can help you better, may I know the reason?"

if hesitant: (why you're having a second thought?)

               (w/c part of the deal you do not like?)

Listen to the reason why they decline your offer.

"I appreciate you being honest with me ----"

IF PRICE IS HIGH:

"Although the price is much higher now, I can assure you that this is worth your money, (i also believe that this deal is what you and your family needs)

for a total of £65 (pounds and pens) you can all have it. so, Let's sign you up?l

IF NEEDS PARTNERS APPROVAL:

" I'm glad that you're considering the deal. I just want to let you know that the discount I applied in this offer may not be available since discounts vary from time to time."(AND SO, i suggest you ACCEPT THIS OFFER NOW) (i also believe that this deal is what you and your family needs)

for a total of £65 (pounds and pens) you can all have it. so, Let's sign you up?

"With the ------- package for your TV you can have a ------- different channels (think more explanation depend on the answer in probing) w/c is already a good deal. Adding to that, the broadband speed of --(M500)---- is (it has a speed of)--(----- for download and --(50& 52 Mbps)--- for upload, this will definitely cater your needs for (mentioned in bb probing).

Lastly, as for your landline, (since i upgraded it to anytime chatter it allows Unlimited landline calls and texts within the UK). (base only what you said above in LL) OR (keeping it as is can guarantee you a much better discount) for a total of £-- (pounds and pens) you can all have it. so, Let's sign you up?

(THAT'S ALRIGHT, JUST TO LET YOU KNOW WE HAVE A 14 day cooling off period IN W/C YOU DONT need to pay within that time. THAT means they can just try it and can decide whether to accept the offer or not WITHIN THAT DURATION.)

Mandatory script: "Alright, I'll now read the terms and conditions" The price of Virgin media’s main services may change when any offer expires. In addition to this, the price will increase each April from 1st April 2027. The amount will be: £4 from April’s bill 2027 £4 from April’s bill 2028 All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the details before you accept that you are happy to proceed. This does not apply to any add-ons you may have selected or admin charges that may be applicable. Price of add-ons may vary at any time. Add-ons can be removed at any time with 30 days’ notice.

You will shortly receive information via email regarding the package that we have discussed today. It will cover specifics around the contract you will be entering but we would like you to pay special attention to: •Our broadband honesty statement which covers our minimum speed guarantee and expectations. •The specifics on what your talk plan includes as standard. •The contract details, cooling off period and any early disconnection fee details if applicable. Would you like me to read any or all of them out now, or would you prefer to read them within the documentation you receive?

Getting the 1st “yes”: I have sent the documents on the email address and contact number on file; can you please confirm if you have received them? If customer said yes (2nd “yes”): Great! Are you happy to proceed?

"Before we end, I'll give you a summary of the changes on your account."

Mandatories: "TO SUM IT UP ---- " i just added add ons for your tv package w/c is sky sports, and i also upgraded your weekend chatter to Anytime Chatter/International Anytime Chatter"(Tifffany Johns) "i just added add ons for your tv package w/c are SKY SPORTS, and Virgin TV kids, i also upgraded your weekend chatter to Anytime Chatter/International Anytime Chatter"(James Scott) What was changed on the account? (if there's no change; there's no change on your account) What was removed or added? This package will take effect on (28 of august this year 2026) (Date) This is for £65 (price) for a 24-month contract. Check PP screen. IF NEED MORE TIME: (James Scott) (Tifffany Johns)

"one moment NAME" and upon checking your account

IF THERE IS:

"you have a pending payment of £___(price) due on ____(date)"

IF THERE IS NO: read this!!!

"you don't have any pending payment")

Check BE screen. and since you accept new contract i already applied the prorated credit on your account so now you will have to pay £45 (pounds/price) on your bill due on the 27 of September 2026 (date) following to that, on your next bill, you will have to pay £65 (pounds ), w/c is the original price you've agreed on. RAF: As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with one or more Virgin Media services. It’s really simple, and you can recommend as many people as you’d like to get a great new offer with us. Is it ok if I share your email address with our partner Aklamio who can send you the link for our RAF programme? SSO: Just before you go, if you want to review your package and services in the future, I’d recommend registering or signing in to your MY Virgin Media account atvirginmedia.com/myvirginmedia and clicking on “Myupgrade & offers.” You can even download our My VirginMedia app onto any compatible IOS or android device. I’ll send you some emails with more information.​ Further help: Is there anything else I can help with? "Before we end this call, let me confirm if your bb is now working? (----) let me just ask you if you are happy to close your case?

: (alright, since I am able to give a solution earlier) ----

IF NOT HAPPY: "Alright, I advise you to keep your line open for 24-48 hours, as someone may contact you for a follow up updates on your case."

IF HAPPY: " Thank you so much, i now send you the resolution and now your case is closed."

Disconnection/ canceling achieved:

Customer declined the offer after the objection handling: "As you’re considering disconnecting your Virgin Media services, I need to let you know there are 2 options available to you." "If you are considering moving to a new provider, we recommend you use the One Touch Switch process where your new provider will tell us when to disconnect your services." "Alternatively, if you'd prefer to give us 30-days' notice to disconnect your service, I can arrange that for you today. Which do you prefer?"

If 30-days' notice to disconnect proceed to: "Noted on that can you give me a minute to process your disconnection?" (Proceed to BE in ICOMS, check your future bill) (WO, PRESS 1 ON THE CANCELLED SERVICES, F11 CHECK START BILL DATE) If there's no future bill: "I can see that you don't have any more pending payments" ----for #3 in mandatories below

if need more time: "Hi there, are you still there? can you give me more time as I'm still processing your account."

Customer Selected 30 days' notice: (Check CT screen for contract) Your services will be cancelled On ____ (disconnection date) After your disconnection, your final bill is £___(price) due on ___(date) And since you are cancelling your services with us, we will be needing you to return your equipment to us. You have the ____(what equipment) and you will be receiving a prepaid return packaging 10 days after your disconnection date. You can use that to return the equipment, or you can visit the closest Yodel or collect+ stores to return the equipment. "If not, you will be charged of £ "(check in switch "yellow one") (if there's no equipment, suggest " pls throw any equipment you have in proper recycled bins" You will receive an email confirmation about this within 24 hours. Just a reminder, if you have created any virginmedia, blueyonder and/or NTL email addresses, they will be cancelled 90 days after your disconnection date. Is there anything else I can help with? "Before we end this call, let me just ask you if you are happy to close your complaint?

: since I am able to give a solution

IF NOT HAPPY: "Alright, I advise you to be active or open 24-48 hours. regardinf your concern about-----"

IF HAPPY: