123 · Offline Notepad

FINAL SCRIPT MEOW finallllllllllll

Opening: Hi there, this is_____ of Virgin Media Retentions. May I know your full name please? Perfect! Can I call you by your first name? Great! Am I speaking with the account holder? DPA if already passed: Amazing! Thank you for going through our automated system as I can see that you have passed our security questions.

If correct: In the event that we need to call you back, what is your updated contact number and email address? Alright we were able to update the contact details.

After DPA: How are you and How can I help you today? (AER) 'Thank you for calling us and for letting me know about your concern If I were the customer myself, I would do the same thing and call the landline for me to explore my options. You called the right person, and you have nothing to worry about, I am here to help you. Again, this is Sheila of virgin media retentions.' COMPLIANT CJM (compliant)

I will now raise a case for you

How would you like to receive an update regarding your case? (that can be received through e-mail/call/mail)

May I have your updated contact number/email address?

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

Let me confirm with you that your complaint is about the _______________

Alright, so, here's your reference number C-12345678

I'VE ALREADY LOGGED YOUR CASE TO OUR SYSTEM.

Can you please go near your hub and let me know what color can you see in your Hub

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.

Try these 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.

What does a solid white light on the Hub 5 mean?

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

What does a flashing white light on the Hub 5 mean?

This means the Hub is booting up. Wait at least 5 minutes for it to finish.

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.

PACKAGE REVIEW: As I can see here, you currently have your deal of _______ you have ----- for Broadband, ------- for TV and -------- for landline and you are paying £_____monthly VOQ 5: I'm now going to ask you a few questions so I can understand how you’re currently using your services.

BROADBAND

ARE YOU SATISFIED WITH YOUR BROADBAND SPEED?
ARE YOU UNABLE TO CONNECT OR IS THE CONNECTION JUST SLOW?
HOW MANY DEVICES ARE CONNECTED IN YOUR BROADBAND AT ANY ONE TIME?
HOW DO YOU AND HOUSEHOLD USE YOUR BROADBAND?

HOW MANY TV'S DO YOU HAVE IN YOUR HOUSEHOLD?
IS THE ISSUE HAPPENING ON ALL CHANNELS OR JUST A SPECIFIC CHANNELS?
WHAT TYPE OF GENRE DO YOU AND YOUR FAMILY ENJOY WATCHING?
WHAT ARE THE CHANNELS OR PROGRAMS DO YOU AND YOUR FAMILY DON'T WANT TO MISS?

LANDLINE

HAVE YOU TRIED USING ANOTHER HANDSET OR PHONE SOCKET?
ARE YOU UNABLE TO MAKE CALLS, RECEIVE CALLS OR BOTH?
DO YOU USUALLY MAKE CALLS OR RECEIVE CALLS?
DO YOU USUALLY MAKE CALLS INTERNATIONALLY OR JUST IN THE UK?

*Let me put you on hold for a minute or 2 for me to create the perfect package for you, is that okay? ...................

*Hello, thank you for waiting patiently, are you still on the line? .............................

HERE ARE THE Packages THAT I THINK WILL CATER FOR YOUR BEST EXPERIENCE

Broadband

Since you mentioned that you only have devices connected to your Wi-Fi and you only use it for I would recommend our it can cater up to devices and it has a speed of average upload speed. with that, you can use devices simultaneously without lag or buffering.

M125, which can accommodate 10 devices since you mentioned there are -- devices in your household, this is best for casual browsing (like online shopping), reading and sending email which is perfect for your household needs M250, which can accommodate up to 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming which is perfect for your household needs M350, which can accommodate up to 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming and work from home which is perfect for your household needs M500, this broadband speed can accommodate more than 15 devices since you mentioned there are ---- devices in your household, 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 1Gig, this broadband speed can hypothetically accommodate 100 plus devices since you mentioned there are ---- devices in your household, 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

IF CUSTOMER WANTS TO CANCEL:

I completely understand that you want to cancel since you were offered by _____________ but before cancelling let me assure you that I can offer you a deal that would be better than what was offered to you No worries, you called the right person, and I am here to help you. Again, this is Sheila of virgin media retentions.'

IF THE CUSTOMER IS NOT YET DECIDED:

It's great to hear that you liked the offer, but if you don't take the offer now, we might not have the same offer for you since the offers and discounts change with time, what I was able to offer you right now might not be available when you call back

This package will take effect on THE 27TH OF AUGUST 2026.

ALL IN ALL, THIS IS ONLY FOR ______ POUNDS A MONTH FOR 24 MONTHS CONTRACT. SO, LET'S SIGN YOU UP.

There's a 14 days cooling off period for you so if ever you decided that you don't like the package, you can call us anytime to cancel, and you won't be charged with anything.

___________________________________________________________________________________________________________________________________

IF REJECTED: objection handling (NEVER ASK THE BUDGET OF CUSTOMER.)

It's sad to hear that you want to cancel your bundle, can I ask why you want to cancel your offer?

I understand your concern, but we want to assure you that every penny you're paying is worth your money.

(REMENTION THE PACKAGE AND FEATURES, ADVANTAGES, BENEFITS)

Since you mentioned that you have____ devices connected to your WiFi and mainly use the internet for ___ I would recommend our M125 Broadband, which has an average download speed of 132 Mbps. This can gives you a reliable connection for your everyday online activities, meaning you can browse, stream and stay connected without paying for more speed than you actually need

Since you mentioned that you have _ devices connected to your WiFi and regularly use it for ___ I would recommend our M250 Broadband. It gives you an average download speed of 264 Mbps, giving your household the extra capacity you need when several devices are connected at the same time. So rather than worrying about your connection slowing down when everyone is online, you can enjoy a smoother experience across your everyday activities.

Would you like to proceed?

IF YES:

Okay, Thank you. allow me to read the terms and conditions to you:

The price of Virgin media’s main service s 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?

SO TO SUM YOU UP: Mandatories What was changed on the account? THERE'S NO CHANGE ON THE ACCOUNT What was removed or added? YOU SIGNED UP FOR THE SAME BUNDLE WHICH IS THE This package will take effect on 26 of August 2026 This is for £(price) for a 24 months contract. Check PP screen. If there is, You have a pending payment of £(price) due on ____(date) Check BE screen. After that you will have £__(price) due on 26 of august 2026 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 you with? IS YOUR BROADBAND NOW WORKING? *Are you happy to close your complaint or would you like to keep it open

/ a) close

X b) 24-48 hours

costumer is not satisfied or unhappy: -Please be active or open your lines for 24-48 hours so we can be able to contact you about your complaint. Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing Virgin Media, again my name is Sheila and have a great day!

IF CANCELLED AGAIN PROCEED WITH DISCONNECTION

“I completely understand that you want to cancel since you were offered by _____________ but before cancelling let me assure you that I can offer you a deal that would be better than what was offered to you"

DISCONNECTION IF CANCELLED AGAIN:

“I completely understand"

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?

(listen to customer's reason why)

Customer Selected 30 days' notice: (Check CT screen for contract) Your services will be cancelled on your switch date On 22 of August 2026 (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 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 you with? IS YOUR BROADBAND NOW WORKING? *Are you happy to close your complaint or would you like to keep it open

/ a) close

X b) 24-48 hours

costumer is not satisfied or unhappy: -Please be active or open your lines for 24-48 hours so we can be able to contact you about your complaint. Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is Sheila and have a great day!

Can return equipment 30 days after disconnection date.

___________________________________________________________________________________________________________________________________