01 ROCO waive EDF Kindly save this deals for ROCO. M125 Fibre: This is for only £54 per month on a 30 day rolling with £80 upfront fee for the Flexi fee and activation fee. Increasing annually by £3.50 from April 2026. M250 Fibre: This is for only £60 per month on a 30 day rolling with £80 upfront fee for the Flexi fee and activation fee. Increasing annually by £3.50 from April 2026. M350 Fibre: This is for only £66 per month on a 30 day rolling with £80 upfront fee for the Flexi fee and activation fee. Increasing annually by £3.50 from April 2026. M500 Fibre: This is for only £72 per month on a 30 day rolling with £80 upfront fee for the Flexi fee and activation fee. Increasing annually by £3.50 from April 2026. Gig1 Fibre: (ONLY AVAILABLE THROUGH NEXUS) This is for only £78 per month on a 30 day rolling with £80 upfront fee for the Flexi fee and activation fee. Increasing annually by £3.50 from April 2026. 3rd party memorable only different name on the account Yes, you have nothing to worry, as you can always reach us back if you have any question or concern and we will be more than happy to assist you with it and will do out best to solve it for you. If new services have been installed with open switch initiated and the switch date was already done, req to SUP for 24 hours DI waive EDF if out of contract Ireland - 08 phone ie email Chat Transcript - As you're interested in getting the transcript of our chat, you may click the found on the chat tile and click Chat Transcript which will allow you to download the entire conversation. Unwell - I am incredibly sorry to hear that you are unwell. While you recover, I hope you are surrounded by the warmth of those you love. Get well soon. Hope you feel a little better every day. PIC CANCEL - Thank you! I want to inform you that we have a specialized team ready to assist with your account cancellation. It would be most effective to reach out to them via phone for clear and seamless communication, as it pertains to your account that needs to be cancelled. However, if you truly wish to cancel, please contact our Pre-Install team at 0800-0521-734 from 8 AM to 8 PM Monday to Friday and 9 AM to 5 PM on weekends. That’s the best place to get assistance with this, and the team will guide you through the entire process 👍 In the meantime, is there anything else I can help you with besides this? ================ HOLD =============== I don't mean to rush you, but I wanted to check in and see if we're still connected in this chat? We haven't heard from you in a while. Is everything okay? It appears you have left this chat session as I have not received a response. For further assistance, please re-join chat at a more convenient time where we will be happy to help. I will now end this chat session and please take a moment to complete our survey based on how I assisted you today. Have a great day.👋 - Thanks for confirming that with me, XX. Since you have me on this line, please be rest assured that I'll promise to do everything on my end to provide the best deal available on your account. After checking your conversation with the virtual assistant, I understand that you are concerned about your package as you would like to remove the sports and phone services to get a new package which will meet your financial requirements. I am sorry for the loss you faced as I understand how losing someone who is precious in life feels. Please don't worry as I will definitely try to get you the best deal available on your account that will not disappoint you as we always want our customers to have the best deal as per their own preferences. Do not worry, as I am here to help you with all the resources available to me. I sincerely apologize if the order process is taking longer than expected. I'm personally applying the discounts in the system and verifying all the details to ensure everything is correct. Thank you for your understanding. Thanks for confirming. Allow me to review your account. I'll use all of my resources to provide the best deal that I can offer. One moment. I really appreciate you for taking my offer, XX. Rest assured that I'll process your order as soon as possible and I'll update you throughout the process. Please bear with me. RC I really appreciate your time and patience, XX. Thank you for taking my offer and staying with Virgin Media! We value your feedback, again my name is Jacob, please take a moment to complete our survey based on how I assisted you today. Take care and have a Great day ahead! 👋 DI I really appreciate your time and patience, XX. Rest assured that we will keep you updated on your contact details about the disconnection. We value your feedback, again my name is Jacob, please take a moment to complete our survey based on how I assisted you today. Take care and have a Great day ahead! 👋 ==================== Unsupported message ==================== Sorry. It seems like the message you have sent is unsupported on this chat. I was unable to view it on our end. Can you please clarify your message with me? Thanks so much! ==================== OTS ==================== -AWAITING TRIGGER- We will proceed with booking a 30-day notice to ensure that your account is scheduled for disconnection. However, there is no need to worry—the disconnection notice will be automatically canceled once your new provider confirms that your new services have been successfully installed. -FAILED NOTIFICATION- After assessing your account history, we found that your new provider failed to notify us of the switch. As a result, your account has remained active, even though your new services with your provider have already been installed. ========================== DPA ========================== Thank you. Due to data protection act, we need to be sure on the answers provided. Can you confirm which one is your answer? Thanks for waiting and clearing the security checks! Just want to confirm if your preferred mobile number and email address is still the same so we can update our systems and have the most up-to-date contact details for you? While I am in the process of your order, I want to inform you that we will need to give a 30-day notice for disconnecting one of your services. If you wish to activate the new contract quickly, please let me know. How would you like to move forward? ========================== Phone ========================== I totally get where you're coming from, [PII]. I wish I could connect you with someone, but sadly, my resources are quite limited. Since I'm part of the Chat department, I'm unable to transfer your call or have someone from our Phone Department reach out to you. - I do apologize as we are only assisting via Live Chat platform, and we are unable to arrange a call back. If you prefer to talk to us via Phone Call, you can reach us directly at this number. : 0345 454 1111 or 150 from your Virgin Media home phone. For documentation purposes, do you want to keep the account as it is for now? I do apologise as we are only assisting via Live Chat platform, and we are unable to arrange a call back. If you prefer to talk to us via Phone Call, you can reach us directly at this number.: 0345 454 1111 or 150 from your Virgin Media home phone. 150 from Virgin Phone and 0345-454- 1111 from other line Select Option 1, option 4 then Option 5 (Retentions) ========================== THEREAFTERPRICE ========================== Got you on that. That is the price after your contract. You have the option to change your package, renegotiate the price or discontinue the services on or even a month before the end of the contract. Sounds good right? ========================== NO DISCOUNTS ========================== I understand that. I want to apologize, as this is the best that I can offer to you. If the discount on the system can be done by us, I am more than happy to give you that. Just to set you a proper expectation that discounts in our system are default and system generated depends on the account and bundle. As I have checked here in your account that this is the best price that I can offer to you. I already maximized the discount that we can possibly apply to your account. I'm here to help you. I just want you to save time, effort and inconvenience to change provider. How do you wish to proceed? ========================= Save Time ========================= I really want to save your time in regards with this. Our intention was to spare you the inconvenience and time associated with canceling and reinstalling services, as this process requires a significant amount of time to finalize. Additionally, it will incur further expenses for installation, activation fees, delivery charges, and the costs associated with engineers, among other things. Our intention was to spare you the inconvenience and time associated with canceling and reinstalling services, as this process requires a significant amount of time to finalize. Additionally, it will incur further expenses for installation, activation fees, delivery charges, and the costs associated with engineers, among other things. How would you like to proceed? ========================= Disconnecting/ DOWNGRADE ========================= We do not recommend rejoining as a new customer again as it will take 90 days for you to apply again as a new customer. I am afraid that the deal you are referring to will be available after 90 days. I appreciate you sharing these with me! I understand that you were referring with the after price, no need to worry as that will be the price once the new contract expires, and rest assured as we will notify you before your new contract end so that you can avoid that bill. Just a heads up, your current bundle gives more value to what you are paying for than removing or downgrading some services included in the deal. This bundle perceived savings and promotional offers associated with having a combination of products. Which means if we opt to remove or downgrade any products from your current bundle you might lose some discounts that you are currently getting. ========================= UPGRADING HUB ========================= We’re thrilled to let you know that as part of your upgrade to lightning-fast GIG1/1130 Mbps internet speeds, we’re offering you our latest HUB 5 completely FREE! But that’s not all—the Activation Fee is waived, and we’ll deliver the HUB straight to your doorstep without any additional cost. It’s our way of making sure you enjoy the best experience with zero hassle. Exciting, isn’t it? ========================== FAULTS ========================== Sorry to keep you waiting. I have checked all of my resources and do everything that I can to assist to assist you. Unfortunately, we are currently unable to offer support on any Faults this includes Wifi issues. As a Retentions Team, we can only process cancellation or renew your contract with the best offers possible. Furthermore, if you still would like to cancel, I can do that for you. How do you wish to proceed? I really do understand where you are coming from and I apologize for any inconvenience this has caused. The early disconnection fee is system generated here in our end where in if we process the cancellation the fee would be automatically applied. Since you mentioned that you are having an issue with your services it would be best to contact our Faults department as they have the right resources to check your services as they are also the one who will waive the fee for you. Shall we proceed with cancelling or contact our dedicated team? Thanks for confirming. Our Faults team can only be contacted through phone for secure and detailed service. Please contact our Faults Team free on 150 from your Virgin Media Landline or 0345 454 1111 from any other phone – charges may apply Since you have mention earlier that your concern is regarding with Faults/Technical Issues please call our designated team which have the only access with your concern they will be more than happy to help you solved your case. Please call them on 0345 454 1111. ========================== OTO ========================== Would you be interested in an O2 sim? you can enjoy upgraded broadband along with a new SIM card, which makes you eligible for O2 benefits such as: -Boost your broadband speed -Includes unlimited calls and texts -Double data on every eligible O2 Pay Monthly Plan in your household -Roam Freely in 75 destinations with O2 Travel Inclusive Zone -Perks with discounted international calls -So, faster internet, extra data, and cheaper calls -O2 sim with 2GB up to 4GB Double the data -Free 3 Wi-Fi pods with no extra cost -Take control with just a few taps and help banish those WiFi black-spots -------------------------------------------------------------------------------------------- Since we are part of Virgin Media O2, I can also add an O2 SIM to your package today! This instantly unlocks Volt benefits for your home, including: Free Broadband Speed Boost to the next available tier 🚀 Double Data on all O2 plans in your household 📱 3 Free Wi-Fi Pods to completely banish any signal black-spots 📶 Free Roaming in 75 worldwide destinations ✈️ Would you like me to check the price for adding a SIM to your deal today? -------------------------------------------------------------------------------------------- I do hear you on that, XX. I understand that you would like to proceed with option 2 offer. In regards with the option 1 offer with O2 sim, I don't want you to miss out the perks and benefits. You can enjoy upgraded broadband along with a new SIM card, which makes you eligible for O2 benefits such as: - Boost your broadband speed - Double data on every eligible O2 Pay Monthly Plan in your household - Roam Freely in 75 destinations with O2 Travel Inclusive Zone - Perks with discounted international calls - So, faster internet, extra data, and cheaper calls -O2 sim with XXGB up to XXGB Double the data -Free 3 Wi-Fi pods with no extra cost -Take control with just a few taps and help banish those Wi-Fi black-spots Let me know what you think? Appreciate you asking, XX. But you can keep it as a backup or share it with someone at home. Plus, the SIM unlocks free broadband speed upgrades and discounts. As you can see, option 1 is cheaper compared to option 2 as I added O2 to have additional discounts. Shall we keep it? Thanks for asking. Verifying the O2 sim tariff on my end will unlock more discounts available on your account. Since you got me on the line, I'll promise to do everything that I can to assist you in regards with reducing the price of your package. I highly suggest take advantage of option 1, as for just £43.00, you can enjoy upgraded broadband along with a new SIM card, which makes you eligible for O2 benefits such as: - Boost your broadband speed - Double data on every eligible O2 Pay Monthly Plan in your household - Roam Freely in 75 destinations with O2 Travel Inclusive Zone - Perks with discounted international calls - So, faster internet, extra data, and cheaper calls -O2 sim with 2GB up to 4GB Double the data -Free 3 Wi-Fi pods with no extra cost -Take control with just a few taps and help banish those WiFi black-spots Let me know what you think? ========================== Expensive ========================== I completely understand your perspective, XX. While it's true that our services may not be the most inexpensive option, it's important to emphasize that we provide some of the highest quality broadband available. Our commitment to excellence ensures reliable, lightning-fast speeds, consistent connectivity, and top-tier customer support. We prioritize delivering a seamless and superior internet experience, which sets us apart from others in the market. This dedication to quality is what makes our services worth the investment. ========================== Price increase ========================== I completely understand you, Ross. The reason why you were bill goes up is because your current contract is about to expire same as the discounts. In regards with my offer of £29.00, there would be a price increase. The annual RPI increase applies to all major providers now, but Virgin Media makes up for it with locked-in promotional prices and access to the latest services. And here’s the good part, you can recontract during your term if better offers come up, which can help manage the impact. Sounds fair? ========================== O2 ========================== Thanks for asking. The reason why I am asking about your O2 tariff as we need to confirm if your O2 sim is still active so that I'll know the next step that I can provide to help you with the disconnection. ========================== Movers ========================== Old contract months was renewed I want to cancel and moving address/ moving abroad anywhere = movers 30 - 60 days Customer would be moving on xx/xx/xx and would like to cancel services to Virgin Media. Appreciate you for waiting! Let me transfer you over to the team who can assist you further. Please bear with us if it takes us a little longer than usual to answer. Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you're okay with this. Thanks for bearing with us. If you move to an area where Virgin Media does not provide service, the fee may be waived, but you must provide proof of the new address within 30 days. ========================== NEW CUSTOMER Spills ========================== The deals seen on the website are also introductory rates that are intended to cater/entice new business into signing up with the services; upon the end of this promotional discounts at the end of the contract, they often can no longer be applied as they are high in value. The best thing we can do however is to see if we can closely match something similar or find you a better deal entirely. Let's conduct a review on your current services to find a deal that best suits you. How does that sound? I completely understand your point of view. The deals that you're looking at online are promotional deals available to the customers joining for the first time that also expire after a contract term. Please do understand that we do have different deals for new customer like what you had before we ensure that our existing customers get great discounts as part of saying thank you for keeping us, as your provider to avoid also paying the Standard price of the package. When you first joined us. We just wanted to save your time and hassle from canceling and having services installed again as this takes time to complete. How do you wish to continue? I understand that you wanted to get the same deal on the website. The offers you see online are for new customers as we want them to try our services just like you when you first joined. Though as an existing customer, I can review your current package and see what's available for you. The price you initially paid was a specially discounted rate for the first 18 months. That contract has now finished, and the service has reverted to the standard, non-discounted price Like many providers, we offer our best rates to new customers to welcome them. For our loyal existing customers, we aim to offer tailored packages, which I can help you review today I understand the price difference feels unfair. As an existing customer, you are eligible to renegotiate your package to get a better rate, potentially similar to new customer deals if you are willing to change your package or enter a new contract term I completely understand where you are coming from XX, but the package or the offer you are explaining currently that is only for new customers this is a joining deal kind of welcome bonus for them that to for a limited time period after that they are going to pay the standard amount. But for all our existing account holder because of loyalty bonus you are already having much more exclusives what no one can avail while joining. NEW CUSTOMER Discounts ================================ I wanted to inform you that the deals for new customers and existing customers are different because we want them to experience our services just like you did when you first signed up. The contract terms also vary, as the new customer deal is only valid for 18 months, and the discounts may diminish over time. In contrast, our offers for existing customers are designed for the long term, lasting 24 months along with the discounts. The deals that you're looking at online are promotional deals available to the customers joining Virgin Media for the first time. Whilst I recognize that new customers do appear to get better offers compared to our long-time customers, please know that they have to not only pay the first month of their contract but an extra month in advance as well 2-months’ worth. They also have to pay one time charges for install fees. The deals seen on the website are also introductory rates that are intended to cater/entice new business into signing up with the services; upon the end of this promotional discounts at the end of the contract, they often can no longer be applied as they are high in value. The best thing we can do however is to see if we can closely match something similar or find you a better deal entirely. Let's conduct a review on your current services to find a deal that best suits you. How does that sound? ========================== INCENTIVES FOR BLUE LIGHT ========================== While we aren't providing any direct discounts at the moment, we advise you to visit a site that caters specifically for you providing offers and discounts: click here http://www.bluelightcard.co.uk But just a heads up, this is only applicable for new customers only. In the meantime, Virgin Media doesn't offer incentives for blue light card holders. ========================== High Recontract Price ========================== Upon checking your account, we’ve noticed that you are currently getting significant savings with your package. 😊 Considering the XX months left on your contract, we highly recommend keeping your current package as is so you can take full advantage of the discounts. Do you want to continue to cancel your services, or shall we leave it as is? ========================== EDF ========================== I got you on that. The early disconnection fee would be be separated from the bill that you are paying from the package you signed up. Since you got me on the line, what I recommend is that we can process a new contract for you. Once we have processed a new contract, there would be a 14 days cooling of period. Within the 14 days, you may reach out back to us again to process a cancellation without any fee's as per the contract's terms and condition. How would you like to proceed? ========================== Cx wants 14 month contract ========================== I completely understand you, Robert. Unfortunately, we are unable to process a 14 months contract on our end. Since you have mentioned that you will be moving after the 14 month, it is also possible to transfer your services to the new address so you will not be charged with the disconnection fee. You can reach out to us regarding this and we can transfer you to our dedicated team to transfer the services to the new address. Shall we process the new contract and which option would you like? =========================== D =========================== I apologize, but I didn't quite catch that. Could you please clarify your response for me? =========================== Tariff =========================== No worries! Here's a handy guide to help you check your O2 tariff. 1. Just simply go to you “My O2” online account via app or website. 2. Please select the "my account tab" and click the drop-down arrow to see the account(s) after you have successfully accessed your online account. 3. If you have multiple accounts, it's easy to switch between them to check each of the plans. Nevertheless, I will remain on our chat and kindly notify me when you have the tariff plan in hand. Please don't hesitate to ask me questions if you have any, all good? =========================== Cx asked to move address while accepting contract =========================== Thanks for waiting! At this moment, you are in contact with the appropriate team that can assist you with your renewal request. In response to your inquiry about the house move, we have a specialized team that manages customers relocating to a new property. I can only offer general assistance based on the tools available to me, so it would be advisable to reach out to them directly 2-3 weeks before your actual move date to ensure you secure your preferred installation date and obtain the necessary information regarding the house moving process. =================================== Thank you. Due to data protection act, we need to be sure on the answers provided. Can you confirm which set of characters is the correct one?/which one is your answer? ==================================== ==================================== Standard price ========================= Thank you for asking, John. As per checking your account, there is no discounts that was applied on your package that's why the price you are paying was on standard price as you are currently out of the contract. ==================================== New Cus ========================= That sounds like the offer is for new customers. On the other hand, we have different sets of offers for existing customers. Thank you for asking! To confirm that if you prefer to have a new customer deal, your account need to be disconnected, and we need 30 days' notice for that and once your account fully disconnected, you have to wait for 30 day to fully remove all the details of your existing account and that time you can now fully take advantage our new customer deal. As your advisor I would highly suggest taking advantage my offer as other customer can have the same offer for almost £45 above. =================================================== changing provider discounts ========================= XX, I’m really sorry, but this is the best deal I can offer you for my end, and if you move with XX, they will charge you way more than Virgin Media. XX, they’re just giving you the new customer deal, and once the contract ends and you go for the renewal, they’ll offer you a high package deal. That’s the reason. Still, I’ve provided you the best deal from my end. If there were any other discount or offer, I’d happily do that for you, but this is the best deal I can offer from my end. =============================================== Welcome Offer ended - Wel - Welcome ========================= Thanks for waiting. As per checking your account further, it shows here on our end that the Welcome offer discount have already ended. Due on that, the price went up to £77.39 meaning that it goes back to the standard price. ================================================ Out of contract charges ========================= I would just want to inform you that once the contract have ended, the services from Virgin Media will still continue including your Broadband package however the the amount would be the standard price of the package. Once you are already out of contract, that means your discounts fade and your previous package are on its standard price. The billing will only stop once your account has been disconnected. To disconnect the account, we can process a 30 days notice, 14 days cooling off period or the One touch Switch which means that if in case you switch to a new provider, the new provider will be handling the disconnection. ========================================== new acc ========================= If you would like to have new account with VM, however, it will take time and will be hassle to you. You need to give us 30 days notice to cancel your account. You'll be returning all the equipment after 10-15 days of the disconnection. We cannot install services if there is still an active one. It needs to be scheduled on the nearest date after the disconnection. As of now, our online team is having their promotional offer just for temporary. Also, you will only get any deal that we have online 30 days after the disconnection of your services. And if you will sign up with the same name, it will take 90 days to have another account with us under your name. =============================================== Math ========================= Imagine its original price of £XXX plus a total discount of £X you can save £XXX for the whole 24/month contract. You will only pay for £XX/month great for 24/month contract. We can upgrade your current internet speed of XXX to XXX Mbps! I have to say, this offer truly surprised me! It's the best deal I've ever seen for this package, and the fact that you're an existing customer makes it even more special. What do you think—shall we lock in this unbeatable deal for you today? ================================================ Essential Broadband ========================= We do have tariffs available for customers who receive government benefits, are you on any of the following: • Pension Credit • Income Support • Income-based Jobseeker’s Allowance • Income-based Employment Support Allowance • Universal Credit To be eligible for any of these packages you will need to provide an electronic copy of the evidence of your benefits. ========================================== Reset Pass ========================= Kindly provide your preferred password in accordance with the below: - Password must be at least 6 CHARACTERS long - Must be between 6-15 characters long - Must contain at least one number - Only numbers and letters - No spaces. No special characters. - Must be of customers own choice in every instance - Must not contain default words, i.e 'virgin', 'password' ======================================= Tariff ========================= "No worries! Here's a handy guide to help you check your O2 tariff. Just simply go to you “My O2” online account via app or website. Please select the ""my account tab"" and click the drop-down arrow to see the account(s) after you have successfully accessed your online account. If you have multiple accounts, it's easy to switch between them to check each of the plans. Nevertheless, I will remain on our chat and kindly notify me when you have the tariff plan in hand. Please don't hesitate to ask me questions if you have any. 🙂" =========================================== Online complaint ========================= If you’re not completely happy with our service, please let us know as soon as you can. We’ll do our best to put things right, so you can carry on enjoying your services again. At Virgin Media, our customers come first and we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can. To find out more about of Code of Practice visit virginmedia.com/shop/the-legal-stuff/consumer-complaint-resolution-code-of-practice Virgin Media takes complaints very seriously and welcomes feedback from our customers. We apologize for the frustration and inconvenience this issue has caused. Please assure that we have taken the steps of feeding this whole situation back to our management team to highlight your disappointment and the problems you have experienced to learn from this situation and to avoid this from happening again in the future. Regard on the bad experience you've had previously, you can let us know of any complaints you have via this link; https://www.virginmedia.com/help/complaints and select the option that would be convenient for you. =========================================== Channels ========================= ***SPORTS*** 200+ TV channels where you can enjoy great moments from some of the world’s biggest sporting events, including football, golf, cricket and more, in glorious HD. 8 Sky Sports HD channels, including Main Event and F1 **If asked:** Sky Sports channels included: - Sky Sports Main Event HD - Sky Sports PL HD - Sky Sports Football HD - Sky Sports Cricket HD - Sky Sports Golf HD - Sky Sports F1 HD - Sky Sports NFL HD - Sky Sports Arena HD - Sky Sports News HD - Sky Sports Mix HD ***CINEMA*** 200+ TV channels where you can watch all 11 family favourite channels loaded with blockbusters, award-winners, new premieres every day and more than 1,000 movies On Demand. **If asked:** Sky Cinema channels included: - Sky Prem HD - Sky Animation HD - Sky Hits HD - Sky Greats HD - Sky Family HD - Sky Action HD - Sky Comedy HD - Sky Thriller HD - Sky Drama & Romance HD - Sky Scifi HD - Sky Select HD ***Entertainment*** 180+ TV channels - Access top entertainment networks like Sky Showcase, Sky Witness, Comedy Central, Discovery, and National Geographic, plus all your favorite Freeview channels. **If asked:** Entertainment channels such as: - Virgin TV Ultra HD - Sky Showcase HD - Sky Witness HD - Sky Max HD - Sky Comedy HD - Sky Sci-Fi HD - Sky Arts HD - U&GOLD HD - Comedy Central HD - Comedy Central Extra - Sky Replay - E! HD - TLC HD - DMAX - MTV HD - Sky Witness +1 - Comedy Central +1 - U&Gold+1 - TLC+1 - DMAX +1 Sky UHD (Ultra High Definition) offers a significantly sharper picture with four times the pixels of HD, available on Sky Q, Glass, and Stream for live sports, movies, and original shows, requiring a compatible 4K TV and often an extra add-on pack for Sky Q, while Sky Glass/Stream include it with a subscription. You find it in dedicated sections like Sky Sports UHD, Sky Cinema UHD, or within on-demand content, with an on-screen prompt when a live event switches to UHD ===================================== MATES RATES STAFF EMPLOYEE ========================= Thank you for your patience. I genuinely want to help you more with this, but there is a limitation on my side because your account is still marked as staff. This situation is outside our capabilities, and our resources are restricted. What I can suggest from my side, as advised by my team, is to reach out to our dedicated team regarding your request to transition to a contract. Here is the contact information: 0800 052 0705 - MATES RATES As a staff member entering the portal, you will have access to a link which you can click if you still have a query after these checks have been done. When dealing with a query from a Mate, you can email; myrates@virginmobile.com making sure the above checks have been done. If you are emailing the team, please remember to include, the following information; Mates Name and phone number, External Customer Reference ID on Evo Mates address, Mates email address, Name of Virgin Staff Member who signed the mate up. ================================================ XGS Fiber Optic Upgrade ========================= Great news - you’re eligible for an upgrade to our fibre broadband. This connection travels on our high-tech, high-speed fibre network, with a fibreoptic cable bringing it straight to your home. Unlike hybrid fibre, which uses copper wires, full fibre broadband provides a much faster and more stable connection. So, you could game harder, scroll plenty, and enjoy the best entertainment services with our fibre-powered Virgin TV experience. To get all of this, we’ll take care of the entire upgrade, so there’s nothing you need to do. But just to make you aware, once your services are upgraded to full fibre, they can’t be reverted to hybrid fibre broadband or older TV boxes. This change is permanent and ensures you receive the highest possible speed and reliability with your new connection. For entertainment on full fibre, you’ll get the Stream box. It’s super easy to set up, and you can place it anywhere you like in your home. With Stream you can’t record, catching the telly you love has never been easier. You can create your own collection with My Watchlist - just save the shows you want to watch later, all in one place, so you’re never short of telly to get stuck into. Plus, manage it all on the Virgin TV Go app. Just one final thing to make let you know, a few things aren’t currently available on full fibre, such as: • MUTV and LFC channels • And home phone as the landline will be permanently removed during the upgrade. How does that upgrade sound? Do have you any questions or unsure about anything before we continue? ========================================== IRELAND ========================= Hi, thank you for patiently waiting as I can see here on my end your post code is located at Ireland due to limited scope; I am unable to assist you further with your request. Unfortunately, you have reached Virgin Media UK. For further help on your query, please try this link: https://www.virginmedia.ie/contact/. Here is the number from our Virgin Media Hotline from Ireland: 3531800940070. You can use this number to speak with our advisor to proceed with your concerns. 👍 Whilst we're still connected, is there anything else that I can assist you with? ========================================== Profanity ========================= I also need to remind you that inappropriate or offensive language is not permitted in our chats. This policy is in place to ensure a respectful environment and to protect both you and our advisors. If any further profanity is used, we may be required to end the conversation ====================== Many months Contract ==================== --CANCELLING-- Upon reviewing your account, you have a great record, and you are eligible for such amazing deals! May I know the reason why you have the thought of cancelling? --ALMOST OUT OF CONTRACT-- I can see here that you are almost out of contract by that means your discounts are fading and will expire sooner, which means your discounted price will be on its standard or original price, hence I can see here that you are eligible with such amazing deals on its lowest price possible! --OUT OF CONTRACT-- I can see here that you are already out of contract by that means your discounts fade and your previous package are on its standard price, hence I can see here that you are eligible with such amazing deals on its lowest price possible! ========================== HOMEWORKS ================== Since someone is working from home or doing online games, we have a product called HomeWorks that may be useful to you. This service bundles together some of our key broadband extras and specialist support. HomeWorks offers you 3 key features. 1. A Next Day Priority Service - Any issues with Virgin Fibre services and we'll send an engineer the next working day! 2. Our Gadget Rescue Service - 24/7 online and phone support when you’re experiencing technical issues with 3rd party equipment you’ve purchased yourself. This includes laptops, tablets, games consoles and mobile phones. 3. Online security, powered by F-Secure – Award winning Anti Virus that protects up to 5 devices from viruses, identity theft and malicious websites. ========================== Virgin Media account number ========================== Virgin Media account numbers can be found on the top right of your bill, within the My Virgin Media app, or in your welcome emails. It is a 9-digit number often accompanied by a 2-digit area code. If unavailable, check bank statements for direct debit references or contact customer service. ============================== --WIFI PODS-- Perfect. As you’re interested with ordering our Wi-Fi pods, kindly visit this link https://www.virginmedia.com/help/how-to/broadband/order-wifi-pods or you may contact us at 0800 064 3836. Just choose the options to talk about your existing broadband account! All good? I hear you on that. I just wanted to let you know that you're eligible for having a Free Wi-Fi Pods booster since you're on a Volt customer. Just kindly visit this link https://www.virginmedia.com/help/how-to/broadband/order-wifi-pods or you may contact us at 0800 064 3836. Just choose the options to talk about your existing broadband account! All good? ==================================