RETENTIONS

RETENTIONS:

Here at Virgin Media, we prioritize our existing customers over new customers. New customers may receive a one-time welcome offer, but they also have to deal with the hassle of paying two months' advance on their bills. However, for our existing customers, we show our appreciation for their loyalty by offering promotional discounts after their contract expires. This helps them avoid paying the standard price of the package.

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?

NETFLIX:

We made some changes on our bundles. The Netflix included now comes in Standard with Ads. Not to worry, you have an option to upgrade it. You can do this via the Netflix app or My VM account. There you'll be able to upgrade your plan features, and any additional cost towards the higher plan will be added to your VM Bill.

Why the bill is higher

The reason why your bill is high is that you have not made the full payment each time you received the bill, which has caused the charges to carry over and increase the total amount. I understand that you might have faced financial issues at times, which could be why the bill is so high.

As per checking here once your contract ends on 08/11/2025 it will go back to a standard price of £54 a month. Instead of you paying that standard price of £80.70 we can offer you Gig 1 fibre broadband with Netflix standard plan with ads for only £40 a month for 24 months deal with this you'll have a massive savings of £40.70. Shall we proceed?

As per checking here once your contract ends o it will go back to a standard price of £66 a month. Just a heads up offers and deals changes from time to time once you take advantage the M500 fibre broadband deal we do offer for £30 a month for 24 months with this you'll have a massive savings of £36. Shall we proceed?

Just so you know, this is the best deal we can give, changing provider can be a bit of hassle sometimes. Shall we go ahead place a disconnection or would you consider my offer?

As per checking here you currently have Gig 1 fibre broadband for only £49.11 a month once your contract ends on 23/07/25 it will go back to a standard price of £73 a month.

Instead of you paying the standard price we can offer you Gig 1 fibre broadband for only £38 a month for 24 months deal with this you'll have a massive savings of £35.

With this offer you'll take advantage our bundle discounted with a faster and better broadband services. Shall we proceed with this?

With this offer you'll take advantage our broadband discounted price. Shall we proceed with this?

Just so you know, this is the best deal we can give, changing provider can be a bit of hassle sometimes, do you want to continue to cancel your services or would you consider my offer?

RPI INCREASE £4

This deal will be just £22 a month for 24 months contract only increasing annually by £4 every April. So instead of you paying £72 a month once your contract ends much better to take advantage this deal for you to get a massive savings of £44. Sounds like a plan?👍

Sure! Starting this April, there will be a fixed £4 increase in your monthly bill. This is part of Virgin Media’s new pricing structure introduced in 2025. Unlike before, your increase is no longer linked to inflation—it’s now a fixed amount each year, making it easier to plan ahead. Sounds like a plan?👍

SPEED ISSUE take advantage O2 SIM:

Here is the good thing about adding the O2 sim. Having an O2 sim comes with the advantage of boosted broadband speeds and makes the package cheaper. If you're experiencing slow speeds or encountering a dead zone in your area, you can request up to three Wi-Fi boosters at no cost to improve your connectivity. Sounds good, right?

RESOURCES:

I've checked my resources and what I've offered earlier is already the best affordable. How would you like to proceed?😊

I already give you the best price we can offer to you in keeping your services. As much as I would like to lower down the cost however I've already check my resources and that's the best deal we can give you, Sarah. Shall we keep your package as is for now or shall we go ahead place a disconnection?

Upon checking your account, we’ve noticed that you are currently getting significant savings with your package. 😊 Considering the 8 months left on your contract, we highly recommend keeping your current package as is so you can take full advantage of the discounts. Shall we leave it as is?

I've checked my resources and what I've offered earlier is already the best affordable and as much as we would like to lower down the price for you however this is already the cheapest deal we can offer in keeping your services rather than paying £73 a month once your contract ends with this you already have a massive savings of £25 a month. How does that sound?

EDF rebuttals:

*** Since you have remaining 22 months and 17 days on your account. As you are requesting to have all services disconnected, a 30-day notice applies and the disconnection of the services will be on 22/02/2026. Since your account is still within contract, an estimated early termination fee of £536.09 will be applied from the disconnection date until the end of your contract. May I know how would you like to proceed?

I understand. However, since your account is still within contract, an early termination fee of £123.84 will be applied from the disconnection date until the end of your contract. May I know how would you like to proceed?

Early disconnection fee is just the remaining months left on your contact. That means £123.84 is just an early disconnection fee not the final bill. How would you like to move forward?

Upon checking here, I see that you have 5 months and 8 days remaining on your contract and it will expire on 14/08/2025. I suggest you to contact us a month before your contract end to avoid paying the early disconnection fee. What do you think?

I understand. Upon checking here, I see that you have 12 months and 11 days remaining on your contract and it will expire on 21/08/2026. Since your account is still within contract, an early termination fee of £511.64 will be applied from the disconnection date until the end of your contract. I suggest you to contact us a month before your contract end to avoid paying the early disconnection fee. 👍 Shall we leave it as is?

Oh I see. As we've check your account your contract end date is 29th of November, just chat us back again one month before your contract ends to give 30-days notice on your account and avoid early disconnection fee. How does that sound?

ACTIVATION FEE:

Activation fee is for the work that goes on behind the scenes to get your new router/TV box connected to our network whereas the installation fee is the charge for sending experts to set up your services, alright? 😀

PRO-RATE:

Just to clarify your upcoming bills since you've recently moved to a new contract, your next bill will be prorated. That means it will include partial charges based on the number of days you were on your old package and the number of days on your new one, all within the same billing cycle. This is a standard adjustment when switching plans mid-cycle.

This combination of overlapping charges and adjustments results in a higher-than-usual bill for this cycle. You’ll receive a detailed breakdown via email, and future bills will return to your regular monthly rate.

No worries if the full amount is difficult to pay at once, you can make a partial payment. Just contact our Collections/Billing team at 0345 142 4444, and they’ll be happy to assist. You’ll also receive a detailed email breakdown of these charges, and future bills should return to your regular monthly rate.

🥳 🎉 😃 👍 👍 👍 😊 👍 👍

Keep the same services

recontract EECC1` and 2 Please bear with me while I complete your order. Keep same services Summary & Next Bill (if BE screen is showing) Send when upgrading/downgrading Aklamio Script Self-Care Options

Removal of ( TV, BB LL) recontract EECC1` and 2 Please bear with me while I complete your order. Services removed 30-day WO completion Send when upgrading/downgrading Equipment return Summary & Next Bill 3 credit) Since we’ve made the changes, your next bill will be £XX, which will be due on XXX. The bill after that will be £XX, this includes any pro-rata charges and will be due on XXX, then £XX on XXX. Aklamio Script Self-Care Options

Disconnection Same services: 1.NOTICE PERIOD :Standard Without EDF // With EDF* if meron lumabas 2.BILL: 3. Your request has now been completed and just to summarise, your services will be disconnected on 12/02/2026 and your final bill will be £52.48 which will due on 30/01/2026.

With credit:

Your request has now been completed and just to summarise, your services will be disconnected on 24/11/2025. Once your services are disconnected, a final bill will be produced which will be a credit of £23.17. It will be refunded to you within 45 days after the disconnection and will be back to your bank account.

If your request the cancellation, your services will be disconnected on 21/02/2026 and your final bill will be £52.48 which will due on 30/01/2026.

cx want to end the contract date:

As you are requesting to have all services disconnection applies and the disconnection of the services will be on 21/12/2025.

As you are requesting to have all services disconnected, normally, a 30-day notice applies but since your contract is due to end on XXX and the disconnection of the services will also be on dd/mm/yy.

4.For BAU disconnection - Equipment Return always check CG screen. 5. If there is a pending payment that needs to be settled. Please Check [PP] Screen (Pending Payment) 6. Lahat ng yellow ( email if blueyonder or NTL) 7. Self care 8. Extend help and Closing

CODES: AS - 24 hours AX - 7 days

REPLY process OTS: OPEN SWITCH API INITIATED AFTER CUSTOMER ANSWERED THE DATE 🥳 🎉 😃 👍 👍 👍 😊 👍 👍

OTS: I wanted to inform you that your account remains active on our end after further review. What I can do is cancel it with a 30-day notice.

Regarding your direct debit month bill. You'll need to contact your other provider to let them know that your Virgin Media services are still active. This way, they can notify us once the installation is complete, allowing them to request an immediate cancellation of your account here. Is everything clear?

Step 1 : If out of contract As mentioned above, your final bill only includes charges for any services that we've provided to you and if there's any applicable credits, it will be refunded to you within 45 days and will be back to your bank account.

       If within contract

As mentioned above, your final bill only includes charges for any services that we've provided to you and since your account is still within contract, an estimated early termination fee will be applied from the disconnection date until the end of your contract.

Then offer a new deal.

Step2: Equipment Return step 4: (Don’t forget to send this script) yellow step 5: add script ntl - yellow step 6: if only choose 30 days only/ don't send if OTS step 7: Self-Care Options and extend help

ilalagay mo lang ung sa baba if ikaw nag process ng ots

Agent ID: M7829005
Agent Name: JOY ANN MALANAY
Change Effective From Date: 19/02/2026 Discover Negotiator Disconnection booked

OTS GUIDE:

I really appreciate you're request, XXXX. As much as I would like to check on this for you, since we're still processing the One Touch Switch on your account we cannot confirm yet the estimated bill. Don't worry, as you will also received an email confirmation with this.

Since you have 3 days remaining on your account then I would suggest that you place the order and the switching request on the same date of your contract end date with us this is to avoid early termination fee. All good?

TARRIF:

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. I will remain on our chat and kindly notify me when you have the tariff plan in hand. Let me know if you have any questions, all good?