***IB RETAIN MESSAGING*** CID: Account number: Identity of the chatter: AH/3rd Party Name of the chatter: DPA STATUS: PASSED/FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: Disconnection work order / Future star status QUERY: RESOLUTION: OB Toolkit Discount used BE: N/A ***OB RETAIN MESSAGING*** CID: Account number: Identity of the chatter: AH/3rd Party Name of the chatter: DPA STATUS: PASSED/FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: Disconnection work order / Future star status QUERY: RESOLUTION: BE: N/A **EBB*** Contact ID: Name of the chatter: Account number: DPA STATUS: PASSED DPA TIME STAMP: QUERY: Order/ package: POST CODE: DOOR NUMBER: W/O NUMBER: ***SWC MESSAGING*** Contact ID: Customer Name: Postcode: Door number: Query: Service: SOR Number: O2 Order Reference ID: DD Activated: Yes or No Upfront Payment Taken: £XX - Partial/Full Payment The discounted rate of £XX/month is good for 13 months only so no worries as you can contact us back before 13th month ends to renew your package and review your eligibility. Okay? General Questions: Which package do you subscribe to? Can you confirm your email address registered on the account? Can you confirm the mobile number registered on the account? Can you confirm your date of birth? Financial Questions: What was your last bill value? When is your next bill due? Can you confirm your last 4 digits of your bank account? Which date does your Direct Debit usually come out of your account? Just checking to see if we are still connected? We haven't heard from you in a while. Is everything okay? **Acknowledgements** Thank you. Got it. I understand. No worries. Thanks! Sure, no problem! I got it. Let me check on that. Thank you so much! Great! No problem! Perfect! Definitely! Excellent! Absolutely! Exactly! Thanks for waiting! **HOLD SCRIPTS** I need few more minutes to look into this. Please bear with me. Just give me a second whilst I look into what I can offer you. One moment please, I'm still looking for a deal. Please bear with me whilst I check the best deal for you. Please bear with me whilst I get the best response for you. Please bear with me our systems are running a bit slow right now. Please stay online as I process this for you. Please bear with me whilst I process your request. I'm just waiting for your order to generate, please stay connected XXX. Got it, here are some key information you should know. Contract Terms: Please Read: Your services are subjected to a new contract; the new contract will apply to all services on the account (TV, Broadband, Telco). If you choose to leave your contract early or move to an address where Virgin Media is not available you may be subjected to an Early Disconnection Fee. You get a 14 day cooling off period when you sign up to a new contract. Broadband Speed Information: As we have changed your broadband speed, your new estimated download speed range to your router is between 1,040 and 1142 Mbps at peak times and your upload speed will range between 98 and 105 Mbps. Your minimum download speed to your router shouldn't fall below 565 Mbps. Your broadband will be powered by our hybrid fibre which travels on our fibre network to our street cabinets, where coax cables carry it from there to your home. Your Talk plan includes anytime calls of up to an hour to: - UK landline numbers starting 01, 02 and 03 - Standard UK mobile numbers For full details of what is, and what isn't included in your plan and charges that apply for calls not included in your package, please refer to virginmedia.com/callcosts ============================= The offers we have change from time to time. The offer I’m giving you now is based on our latest pricing. We know that getting extra savings is essential for all loyal customers; however, we can only offer the price shown in the system and don’t have the option to manually adjust it. I totally understand that. Upon checking your account, my offer is based on the package that you currently have with us and it depends on the discounts available on your account. Therefore, the price of the package will be different for customers, even if services are the same. All clear with this? Absolutely, we can take care of your request! I just wanted to mention that in addition to fulfilling your current needs, we have some other exciting offers that might pique your interest. These options could provide additional value or benefits that align with what you're looking for. Would you be interested in taking a closer look at these offers? I’d be happy to provide more details and help you find the best fit for your needs! =========================== **Highlighting O2 FABS** I present the Option 1 - Volt bundle as it will give more value for your money. You'll receive boosted XXXMbps, along with XXX TV channels and XXX Chatter landline services for just £0.00 per month by adding 10GB Data, unlimited minutes and texts O2 SIM card for just £6.00 per month on a 24-month contract. • Unlimited minutes and texts to UK numbers. • Epic 5G where available and 99% UK coverage. • Supercharged mobile data and broadband speeds. • EU roaming included (on all O2 products), plus these sims get inclusive roaming in 27 destinations with O2 Travel Inclusive Zone. • Access to perks and experiences with Priority. Priority tickets, rewards, daily treats, prize draws and more; e.g. Greggs hot drinks for £1. • An Extra from O2 for 3 months on us. Pick from Disney+, Amazon Prime, and more. • Get a new number or transfer your existing number over. • No end of offer price rise on Sim. Annual price rise still applies. Sounds great, right? ====================== Appreciate that information, and thank you for sharing. Just to confirm, are the deals you're seeing on our website for new customers, or are you seeing better deals in your My Virgin Media account? =================== When considering what makes our internet superior to others, several key factors come into play that truly set us apart. First and foremost, we prioritize speed and reliability, ensuring that our users experience seamless browsing, streaming, and gaming without frustrating interruptions. Our advanced infrastructure is designed to handle high traffic volumes, which means you can enjoy a stable connection even during peak usage times. Additionally, we offer exceptional customer support, with a dedicated team ready to assist you with any issues that may arise, ensuring that you feel valued and supported. Furthermore, our commitment to transparency means no hidden fees or unexpected charges, allowing you to enjoy your internet service with peace of mind. All these elements combine to create an internet experience that not only meets but exceeds your expectations, making it a clear choice for those seeking quality and dependability. At Virgin Media, we get it—some rivals might flaunt cheaper monthly rates, but we’re all about offering value that’s way more than skin deep. Our services are crafted to elevate your experience, boasting blazing-fast broadband, a treasure trove of entertainment choices, and dependable customer support. We’re dedicated to making sure you enjoy top-notch technology and service quality, turning every cent into a smart investment. Choosing Virgin Media isn’t just about signing up; it’s about stepping into a complete package that supercharges your digital life. I understand why this can be confusing seeing great deals for new customers however let me explain the reason why we are unable to offer these deals to our existing customers. When a new customer joins the business, they will always be entitled to a welcome discount, just like the one you’ve seen are offering now. However, once this discount expires, we’re unable to offer that same discount as it is very rich in value. But the great news is we still offer our existing customers discounted prices off the full cost giving them great value. And the offer/deal that I'm discussing is the available deal on your account. I wanted to inform you that the deal I've presented is based on current availability, and we can't promise it will still be around if you choose to wait. Here’s a suggestion: we can go ahead and set up this deal on your account right now and adjust the activation date to XX. This way, you’ll have ample time to consider the offer without the concern of it disappearing. If you decide not to proceed, no problem at all! Just reach out to us, and we can cancel the activation of the new contract. Sounds like a plan? Thank you for your inquiry! We wanted to let you know that the Eurosport channels was shut down started last 28th of February. This decision was made by Eurosport and will affect subscribers from all TV providers, including Virgin Media O2, which is not responsible for this change. The sports content currently available on Eurosport will transition to TNT Sports, a premium service that requires a paid subscription. The cost for TNT Sports will be an additional £18 per month (before any discounts). Would you be interested in adding this service? ***More information about Stream*** I wanted to share that our compact yet powerful Stream box doesn't come with built-in recording or a hard drive. Instead, it features My Watchlist, which allows you to save your favorite TV guide selections, on-demand treasures, and app favorites, enabling you to curate your own personalized playlist of fantastic content. You can save shows from anywhere on the Stream box—whether you're exploring the TV guide, navigating the home screen, or searching for a beloved program. Just press the SAVE button on your Stream remote or take advantage of our amazing Voice Control feature. We’ve organized My Watchlist into categories to help you easily locate your favorite content. Once you add items to your My Watchlist page, they will be sorted into four sections: Series and Documentaries, Movies, Sports, and Kids. Since there’s no recording feature, you can quickly and effortlessly find your saved content. Does that sound better? ============================ VOE CALL BACK SCRIPT Thank you for waiting. It appears that we are having an issue completing your O2 sim. Let me submit a request form and one of our backend team will call you back after 24 hours to process and complete the order. Please stay connected whilst I submit the request. Thanks for waiting! We have submitted the form and call back will be within 24 hours or the next working day from our O2 team to process the SIM for you. Kindly look out for a call from an 0330, O2 Number. Let me no process your Virgin Media service. ========================= **Heads-up for Netflix Standard** Please be informed that we are now offering Netflix Standard with ads as part of the package due to recent changes. No worries, you can upgrade to either the Standard or Premium plan through your My Virgin Media account in the Netflix section., any additional charges will be added to your Virgin Media bill. ===================== **New Customer deal - Rebuttal** The online offers are specifically for new customers. We appreciate that you have already taken advantage of a discount as a new customer, which is why we are unable to extend it to you again. We hope you understand that we have various promotions tailored for new customers, similar to the ones you enjoyed when you first joined us. We truly value our existing customers and strive to provide them with excellent discounts as a token of our gratitude for your continued support. ===================== Thank you for bringing your concern about our package pricing to our attention. As part of my suggested solution, I would like to forward this to our commercial team for a review of our pricing and potential adjustments in the future. If I take this step, would you be okay with me closing and saving the complaint on your account? ====================== **Hybrid Fibre to Full Fibre Conversational support** There’s an optional Full Fibre upgrade available at your address. No obligation – I just want to make sure you’re aware, and have all the information to decide what’s right for you. It uses newer technology and can offer faster, more consistent speeds of up to 2Gb. And it will require an engineer visit and, once installed, it’s a permanent change. Additionally, Full Fibre doesn’t support home phone services or TV recording on Stream. And the engineer will check WiFi coverage and install new WiFi 6 pods if needed. Would you like me to talk you through the Full Fibre option, or are you happy staying as you are? ====================== If customer has previously contract and agreed a new contract then wish to cancel within 14-days' cooling off period. - Under terms and conditions, Section M. Cooling Off Rights Bullet Number 8. If you recontract your services before the minimum period of the service that you are currently on has ended and you then decide to cancel during the cooling off period, we reserve the right to put you back onto the service (or an equivalent) that you were on previously, in which case the minimum period you were on before will still apply. ================= You will shortly receive information via email regarding the package 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. ==================== You will shortly receive information via email regarding the package 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 contract details, cooling off period and any early disconnection fee details if applicable. ================ https://www.virginmedia.com/buy/quick-checkout?bundleId=4312&apm=1 ================= You’re eligible for our social tariff broadband deals if you’re receiving certain government benefits. Are you receiving one of the following? • Universal Credit • Pension Credit • Income Support • Income-based Jobseeker’s Allowance • Income-based Employment Support Allowance ================= **Cx is already on Check-out page - Questions already answered** Since you're already in our checkout page, you may carry on with the order and I will stay online while you're processing and I'm happy to answer any questions about the process. Please stay connected until the end of the order process so that once you have the order ID, I can provide you with the next steps. The last page will show you the order summary and you need to click on 'Place your order' and you're sorted. All good? ================== https://www.virginmedia.com/buy/quick-checkout?bundleId=4305&apm=1