DISCO SCRIPT · Offline Notepad

OPENING SPIEL Hi XX, thanks so much for waiting. I'm just taking a look at your account. I'll be back with you ASAP. 😊

Hi XX, thank you for your patience. I’m currently reviewing your account. In the meantime, could you please confirm if I am chatting with the account holder?

PULL OUT ACC Thanks for waiting. Can I have the account number, email address registered on the account and mobile number to help me pull out your account please?

Thanks for your patience and clearing the security checks. I understand you’re in the process of moving house and looking to cancel the services. Can I just ask what’s happened so I know how can I help? ACKNOWLEDGE Thanks for your patience and clearing the security checks. I understand you’re in the process of moving house and looking to cancel the services. Can I just ask what’s happened so I know how can I help?

ACKNOWLEDGE / INQUIRY Thanks for your patience and clearing the security checks. I've heard you have an inquiry about XXXXX. Is this correct?

ACKNOWLEDGE / MM Thanks for your patience and clearing the security checks. I understand you’re in the process of moving house and looking to cancel the services because the new address is not covered by Virgin media. Is this correct?

ACKNOWLEDGE / CL Thanks for your patience and clearing the security checks. I understand you’re in the process of moving house and looking to cancel the services due to moving abroad. Is this correct?

ACKNOWLEDGE / NO LOONGER NEED BB Thanks for your patience and clearing the security checks. I understand you’re in the process of moving house and looking to cancel the services due to moving house and no longer need the broadband. Is this correct?

ACKNOWLEDGE / CHATTED PREVIOUSLY Thanks for your patience! I can see you've already chatted with us previously and you have a question XXXX, is that correct?

I noticed you have a question from your previous conversation with us. Let me check the details and I'll get back to you shortly. Thank you for your patience! 😊

I noticed that you still need assistance from your previous conversation with us. Let me check the details and I'll get back to you shortly. One moment.

DPA Thanks for waiting. We’ll need to go through a few security questions. Can you please provide the X, X, and X characters of your memorable password? This is the password you use when you contact us, and not your online account password. 🔑 Kindly type in your answer here.

Thanks for letting us know about your move. I can certainly assist you with your request; however, in order to proceed and make any changes, I do need to ask you a few questions to update our system. 👍 We’d want to document your request, if I can have the country where you will be moving to, please?

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? It seems that the characters of the password did not match. Can you please double-check and try again?

Thank you, Can I have your complete name and Just to confirm, am I speaking with the account holder?

I am seeing a different name on the account. Can you please confirm the name registered on the account?

Can I ask how are you related to the account holder?

Some details provided are incorrect. Not to worry, I can send you a bill via email which contains the information you need to gain access on your account. Let me know once you received it.

CONFIRM CONTRACT DETAILS Heard you on that. Please provide the following information so we can update our system: • best mobile number • email address

NUDGE BEFORE PROCESSING CHANGES/MOVE/DISCONNECTION Heard you on that. Please stay connected so we can confirm some important information with you. As I process this, I’ll also share a summary of today’s discussion before we end our conversation for your records. Is this okay?

TRANSITION STATEMENT AFTER KNOWING WHY THE CUSTOMER WANTS TO CANCEL Thanks. In order to proceed and make any changes, I do need to ask you a few questions to update our system. May I know if the move is permanent or temporary?

ASK CX NEW ADDRESS Got it. For proper documentation of your account may I just ask what is your new property address and your preferred disconnection date of your account please?

Got it. For proper documentation of your account may I just ask what is your new property address please?

Thanks for that. The reason we are requesting a forwarding address is to ensure that we can send you a copy of the final bill along with pre-paid packaging for the return of the equipment. To protect your information, it is essential that we send these to the correct address. Could you please provide your forwarding address?

CX DID NOT PROVIDE NEW ADDRESS Got it. I’ll get your request sorted out now. Since you’re moving, we'll need a forwarding address within the UK where we can send all your correspondence. It usually takes 30-35 days after disconnection to get everything sent out through the post. I assume you will have moved out by then, is that correct?

Thank you for informing us. We understand that some customers may be hesitant to share their address. If we could offer you a better deal, would that influence your decision? If so, could I quickly check your address to see what’s available in your area?

30 DAYS CANCELLATION Normally, we ask our customers to provide us with a 30-day notice. We can still disconnect your account on your preferred date, though a 30-day notice fee will be applied to your account and added to the final bill. Shall we book your disconnection for your move-out date?

LESS THAN 30 DAYS CANCELLATION Since your disconnection date is less than 30 days, the estimated notice fee charge is £XX for your services. All clear so far?

EARLIEST DISCONNECTION DATE Heard you on that. With regards to the disconnection on the account the earliest date we can disconnect your services will be tomorrow 02/10/25. Would that be okay?

CX COMPLAINING 30 DAYS NOTICE I understand. As part of the terms and condition, you need to provide us 30-day’s notice prior to the disconnection of your services. You can check our Legal Terms and Conditions on this website https: /www.virginmedia.com/legal

Click >>Terms and Conditions - TV, Fibre, Phone (from 1 May 2023)

Check under Section N. no. 1.

**In addition to your rights to cancel during the cooling off period, either you or we may end this agreement at any time (including during or at the end of any minimum period) by giving the other 30 days’ notice. **

60 DAY CANCELLATION For cancellation, the notice we require is 30 days. What I can do for you today is book the disconnection 60 days from today, which is on xx/xx, as that's the maximum date we can book on our system, and please contact us back to reschedule it if you want to extend using our services. Is that okay?

CX IN CONTRACT As your account is still within contract, an early termination fee will be applied from the disconnection date until the end of your contract. The estimated EDF charge is £XX for your services.

NOT HAPPY WITH EDF We understand that moving abroad can be a challenging time, and we’re here to make the process as smooth as possible for you. As per our terms and conditions, we kindly request that you provide us with at least 30 days’ notice to arrange the cancellation of your services. You will be billed up until the date your services are disconnected. If you’re still within your contracted period, there may be a cancellation fee. We appreciate your understanding and are here to assist you with any further questions or concerns. Here is the link to our terms and conditions for customers moving outside of the UK/abroad: https://www.virginmedia.com/help/moving-home

Our contractual agreements all come with a cooling off period, which allows you to receive the contract details, use the service, and decide if it is the correct agreement for you. If you sign and return the contract, we agree to provide you the service agreed. If you don’t sign and return the contract, we continue to uphold the contract unless we are advised otherwise, so by continuing to use and receive the service, through your actions you are agreeing to the contracted term.

I understand you do not want to take the services to your new address and if we are unable to transfer the services to your new place your agreement with us needs to end.

As per terms and condition of house moving the original agreement was for you to keep the services active for the rest of the contract on your current address. Since you are now moving and the area that is serviceable, but are choosing not to take the services with you, an early termination fees apply and will be added on your final bill amount.

It's all part of our contract with you. When you join Virgin Media, we promise to provide your services for an agreed period of time and you promise to pay for them. If you choose to leave before then, you're still obliged to meet the terms of your contract, so you'll need to pay off the rest of your agreement with us.

NONSERVE SPIEL Upon checking your new address, we would love for you to continue with our services. However, it looks like the area you're moving to is currently not cabled by Virgin. We’re constantly updating our coverage areas though and once we have fibre optic lines installed in there, we'll make sure to get you notified. In the meantime, I’ll place a disconnection order on your account 30-60 days from now or on your moving date to ensure that no additional charges will be applied on your account once you move out. Since you're moving to an area we do not cover yet, let me discuss how can we waived your disconnection fee.

Since your account cancellation is less than 30-days, a notice fee will be charged. The estimated fee for your services is £XXX. However, I do understand you are moving to a property not serviced by Virgin Media and therefore you can't transfer your services. If you can provide us the required documentation showing your new address within the next 28 days, we will apply a credit to your account removing the early disconnection fee. Once you confirm, you will receive an email to your registered email address which will outline all of the details and required documentation you need to provide to us. Upon sending the documentation a correspondence will be sent back to you detailing the next steps.

As your account is still within contract, an early termination fee is applicable from the disconnection date until the end of your contract. The estimated EDF charge is £XX for your services. However, I do understand you are moving to a property not serviced by Virgin Media and therefore you can't transfer your services. If you can provide us the required documentation showing your new address within the next 28 days, we will apply a credit to your account removing the early disconnection fee. Once you confirm, you will receive an email to your registered email address which will outline all of the details and required documentation you need to provide to us. Upon sending the documentation a correspondence will be sent back to you detailing the next steps.

The documents that will be accepted are: Bank Statement, Mortgage Document, Rental Agreement, Driving License, Insurance Documentation, Utility Bill.

There are a couple of ways to send the documents:

1.Respond to the email you receive attaching the document in question either the original or a clear photograph using your mobile, desktop or tablet. If you’re sending a picture, please ensure it is a JPEG or PDF file.

Your name, new address and document type i.e. driving license, or utility bill, must be clearly visible.

If you don’t have the means to send to us electronically, don’t worry, you can post a copy* of the required document to: Virgin Media, Sunderland, SR43 4AA. Just remember to include a note which should include the communication reference, you can find that at the top of this letter. Please ensure you only send a copy of this document, once validated it will be destroyed and therefore not returned.

Once the document is validated, that's when your early disconnection fee will be waived. All good with this?

DON'T FORGET TO SEND THIS Thanks for your patience XXXX. Just in case you have an O2 SIM connected to your media account with us, please be reminded that your O2 SIM will remain unchanged. If you would like to make any amendments, kindly contact O2 through https://www.o2.co.uk/contactus

If you do not have an O2 SIM, please disregard this message. Is this okay?

RETURN OF EQUIPMENT Thanks for that. As a result of you closing your account with us, we will require your Virgin equipment back. We will send you our pre-paid packaging for you to return the Virgin Media equipment. Once the equipment is packaged up, please affix the returns label and take it to your local Collect+ point, you can enter your post code here to find your nearest point: https://www.yodel.co.uk/store-locator

If you do not return your equipment to us, you may be charged £XXX for the replacement cost for all items not returned. All clear with this?

MOVING ABROAD RETUN PACK We totally understand your situation. Maybe you could see if there’s someone who can help you return the equipment? That way, you can avoid any unreturned equipment fees. What do you think?

NO EQUIPMENT NEED TO BE RETURN No equipment on this account needs to be returned to Virgin Media. Please take the items to your nearest recycling centre. (For more information on how Virgin Media supports waste equipment recycling in the UK please visit www.recycle-more.co.uk)

NO BILL SHOWING IN BE SCREEN Your request has now been completed. To summarise: Your services will be disconnected on XXXX. Your final bill is yet to be generated. This bill covers your usage of services until the actual disconnection date. No worries, as you'll receive an email with your bill once it is available. If there's a refund, it will be processed within 45 days of the disconnection date and will be credited directly to your bank account. All clear so far?

PP AND FINAL BILL Your request has now been completed, and just to summarise, your services will be disconnected on XXXX, and a bill will be produced on XXXX for the amount of £XX, which will be due on XXXX. A final bill will be produced once your services have been disconnected for the amount of XXXX, which will be taken on your direct debit on XXXX. All good with this?

PP AND REFUND Your request has now been completed, and just to summarise, your services will be disconnected on XXXX, and a bill will be produced on XXXX for the amount of £XX, which will be due on XXXX. I can see on your account that you have a refund of £XX, and this will be processed within 45 days of the disconnection date and will be credited back directly into your bank account. All good with this?

FINAL BILL ONLY Your request has now been completed, and just to summarise, your services will be disconnected on XXXX, and a final bill will be produced once your services have been disconnected for the amount of XXXX, which will be taken on your direct debit on XXXX. All good with this?

REFUND ONLY I can see on your account that you have a refund of £XX, and this will be processed within 45 days of the disconnection date and will be credited back directly into your bank account. All good with this?

PP AND FINAL BILL (WITH EDF) Your request has been completed. To summarise, your services will be disconnected on [date] and a bill will be produced on XXXX for the amount of £XX, which will be due on XXXX. And your final bill will be £[amount], which includes an exact EDF charge of £[EDF amount]. This amount will be taken from your direct debit on [date].

PP AND FINAL BILL (NOTICE FEE) Your request has been completed. To summarise, your services will be disconnected on [date]. After disconnection, your final bill will be £[amount], which includes an exact EDF charge of £[EDF amount]. This amount will be taken from your direct debit on [date].

NOTICE FEE AND REFUND Your request has been completed. To summarise, your services will be disconnected on XXXX and an exact notice fee charge of £XXXX. This amount will be taken from your direct debit on XXXX. I can see on your account that you have a refund of £XXXX, and this will be processed within 45 days of the disconnection date and will be credited back directly into your bank account. All good with this?

IF THE CUSTOMER WANTS TO KNOW MORE ABOUT THE BILL Let me talk you through how the bills will work. As we bill you a month in advance, during the cancellation notice period, your billing cycle remains active until the cancellation process is completed.

When we close the account we will send you a final bill for the services used up to the disconnection date. Don't worry we will credit back any advance charges you have. Does that answer your question?

SELF CARE When you leave Virgin Media you'll continue to have access to your email 📧for 90 days after you close your account. This should give you enough time to set up and switch to a new email address. Alright?

SELF CARE RETURN OF EQUIPMENT The equipment return kit will be sent to you within 10 days after your disconnection date and you may return the equipment back to us at your earliest convenience.

In case you didn’t receive the return kit in 10 days, kindly visit this link to request another one: https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack. All clear with this?

Good question. Just to let you know the equipment return kit will be sent to you within 10 days after your disconnection date and you may return the equipment back to us at your earliest convenience.

In case you didn’t receive the return kit in 10 days, kindly visit this link to request another one: https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack.

Alternatively, I can sent it to your new address at XXXXXXXXX. Would this be okay?

Heard you on that. Usually the return kit will arrive 10 days after the disconnection date. No worries, since you have mentioned that you are moving abroad and I understand that you want to settle everything. We do have another option for it. You may go to the nearest Yodel store which can be found at yodel.co.uk/store-locator to drop off the equipment right after the services get disconnected or you may submit a request using this link: . It will be delivered within 7–10 days of the request date. What do you think?

I do understand that David. Apologise as we are unable to send the return pack today as we have limited tools to access your account. No worries, I can sent it to your new address at XXXXXXXX. Would that be okay?

SELF CARE RECAP Everything has been arranged for you now XXX😃. You'll receive an email containing useful information regarding your disconnection request and next steps. For any queries or help you may need in the future, please visit virginmedia.com/help.

About your direct debit, there's no need to cancel that since we will do this automatically once everything is settled on your account.

Whilst we're still connected, is there anything else that I can assist you with?

CLOSING SPIEL You're welcome. It was a pleasure and lovely speaking with you today. We value your feedback, please take a moment to complete our survey on how I assisted you today. Take care and thank you for your time, XXX. 👋

Thank you for contacting us today. We value your feedback, please take a moment to complete our survey on how I assisted you today. Take care and thank you for your time. XXX

CUSTOMER WANTS TO CALL I am so sorry as we do not have the option to make calls as you have chosen to chat with us over messaging today, I'll be more than happy to help you regarding your query through this platform. If you preferred to speak with us, you could call us on 0345-454-1111.

CUSTOMER IS RUDE I totally understand your concern . Please be aware the use of profane or inappropriate language will not be tolerated. This is the 2nd warning. If you continue to use this language, I will be forced to end the chat.

TIME CHECK

Just checking in if we are still connected?

Glad to here we're still connected, XXXXXXX. 👍

I 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. Have a great day. 👋

TRANSCRIPT I understand your concern. With regards to that I apologise as we are unable to email you since, we only have limited access in your account. But not to worry, 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. Sounds like a plan?