I’m really sorry to hear that your broadband speed hasn’t met your expectations. I understand how important reliable speeds are, and I appreciate you bringing this to our attention.

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Check the account for any TC Faults, work order or CC notes
If none are present, proceed with the script below
Create a case in CJM

Before we look at cancelling your service, may I ask if you’ve already spoken with our Faults team about this? They can run checks and address speed-related issues, and in many cases, we’re able to improve the experience without making changes to your service.
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If the customer has NOT contacted Faults:

In that case, I’d really like to offer our Faults team to take a closer look for you. They can check your line performance and connection to see what may be affecting your speeds. Or even send an engineer to see it personally. Would it be okay if we explore this together before you make a final decision?
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If the customer has contacted the faults

Thank you for confirming. Before we proceed, would it be alright if I check what else we can do on our end to help improve things?
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If YES:

Thank you. Over the past few days, have there been any changes in how your broadband is being used, such as more streaming, online gaming, or multiple devices connected at the same time?
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If YES:

Thank you for sharing that. In that case, would you be open to exploring more suitable broadband options that better match your current needs?
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IF NO (SAID NO NEED TO CHANGE BROADBAND AND JUST WANT TO CANCEL) GO TO PROCESS DI in REVAMP

I understand. Let me go ahead and process the cancellation on your account.
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If YES:

I can check packages that offer faster speeds and better performance for multiple devices. These options are designed to handle heavier online activity and may be available with a discounted rate or a small additional cost. The benefit is smoother streaming, improved gaming performance, and more stability across all connected devices. One moment while I check the available deals for you.
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Here's what I was able to find that would suit your needs for your online activities.