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Tiffany

Agent: Hi there, this is ___ of Virgin Media Retentions. May I know your full name please?

Customer: Tiffany Johns.

Agent: Perfect! Can I call you by your first name, Tiffany?

Customer: Yes.

Agent: Great! Am I speaking with the account holder?

Customer: Yes.

Agent: Amazing! Thank you for going through our automated system, as I can see that you have passed our security questions.

can I have your updated contact number and email address, please?

Customer: [Provides details]

Agent: Thank you, Tiffany. How are you today, and how can I help?

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AER

Customer: My bill has gone up from £75 to £135, and I don’t understand why. My contract expired recently, and I’m also having problems with my internet. Because of this, I want to cancel.

Agent: Thank you for calling us and for letting us know about your concerns regarding your bill and internet connection. I appreciate that you contacted us first before making any decisions.

I completely understand that seeing your bill increase from £75 to £135 can be concerning, especially when you’re also experiencing intermittent internet connection.

I can assure you that I’ll review your account and see what options we have that could better suit your needs and provide you with better value for your money.

Don’t worry, Tiffany, you’ve called the right person. Again, this is ___ from Virgin Media Retentions, and I’m happy to help.

Complaint

-continue the conversation after you raise and talked about the complaint " Going back to where we left off, ----" (just continue on your probing if that's where you left)

REMEMBER: still do your AER and/or PROBING QUESTIONS before you continue your conversation

Fault So, I'm going to ask you few questions regarding your usage of your broadband Landline Q1: Is your phone completely dead, or do you hear a strange sound like static or a fast busy tone?

Q2: Can you plug a different working phone directly into the wall socket to test it?

Broadband Q1: Are the status lights in your modem normal, or one of them is blinking or turned off?

Q2: Are you using a Wi-Fi connection, or is your device directly plugged into the router with a LAN cable?

I'll be needing you to go near your router and tell me the color status light in your hub.

TV Q1: Do you see an error message on the screen, or is it just a black screen or a "No signal" warning?

Q2: Is the issue happening with every TV in your house, or only on one set?

CHECK YOUR KIT= first make sure that all the cables are properly connected to your hub. RESTART YOUR HUB = Try restarting your hub and the device you're using. If you're on a wired connection, unplug the Ethernet cable that connects your device and Hub first. RESET YOUR HUB = Using a paper clip or a pen, press that pinhole marked "Reset" on the back of your Hub for 20 seconds. This will restore the Hub to its default settings, which you'll find on the information panel on the bottom. Then, switch off the Hub for a minute before turning it on again. When it's back on, you'll have to reconnect your devices to the W-fi network using the default password.

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.

======================================================== PROBING – BROADBAND

Agent: So, Tiffany, I can see that you’re currently on our M125 broadband. Before we look at your package, I’d like to ask you a few questions regarding your broadband usage.

Q1: How many devices are usually connected to your Wi-Fi at the same time?

Customer: Around 4 to 6 devices.

Agent: Thank you. And Q2: how do you usually use your broadband at home? Is it mainly for working, streaming, gaming, or general browsing?

Customer: I work from home, and we also stream movies and other shows.

Agent: I understand. Since you’re working from home and have several devices connected at the same time, a reliable connection is definitely important.

PROBING – TV

Agent: Moving on to your TV usage, Tiffany, Q1: how many TVs do you have in your household?

Customer: One TV.

Agent: Thank you. And Q2: what type of programmes do you and your family usually watch?

Customer: My husband likes sports, especially on weekends. We also watch movies, documentaries, DIY shows and kids’ channels.

Agent: That’s helpful. So you have quite a varied household usage, especially with sports and entertainment.

PROBING – LANDLINE

Agent: And regarding your landline, Q1: do you regularly make calls using your Virgin Media landline?

Customer: Not really.

Agent: Okay. And Q2: would you say the landline is something you still need, or would you be happy to reduce the package if it’s not something your household uses?

Customer: We don’t really use it.

Agent: That’s good to know. I’ll take that into consideration when looking at the best value option for you.

========================================================

PACKAGE REVIEW

Agent: So, just to recap, Tiffany, there are four people in the household, you work from home, you have around 4 to 6 devices connected to the internet, you stream movies and shows, and your husband enjoys sports, especially during weekends.

I can also see that you’re currently on the Bigger Combo Bundle with M125 broadband, Mega TV 3 and Weekend Chatter.

Your previous contract has now expired, which is why your monthly price has moved from the previous promotional price of £75 to £135.

However, before we proceed with cancellation, let me see what options are available to help bring your monthly cost down while still meeting your household’s needs.

Agent: Would it be okay if I place you on hold for a minute or two while I check the best available bundle for you?

Customer: Yes.

OFFER

Agent: Thank you for waiting, Tiffany. Are you still on the line?

Customer: Yes.

Agent: Great. I’ve reviewed your requirements, and based on your usage, I would recommend a package that gives you a faster broadband connection and suitable TV entertainment while keeping the monthly cost much lower than your current £135.

I can offer you M350 Broadband with Mix It TV, which would be suitable for your household because you have 4 to 6 devices connected and you’re using your broadband for working from home and streaming.

For your TV, Mix It would give you a wider selection of entertainment channels for the family, while you can also look at the available sports options if your husband wants to continue watching his favourite sports.

Since you mentioned that you don’t really use your landline, we can also review whether you need to keep the current phone option.

The offer available to me today is £51 per month for a 24-month contract, subject to the package and options shown on the account.

This would bring your monthly cost down considerably compared with the £135 you’re currently being charged.

⸻

OBJECTION – “I STILL WANT TO CANCEL.”

Customer: I understand, but I still want to cancel. The internet has been unreliable.

Agent: I completely understand, Tiffany. If I were experiencing intermittent internet while working from home, I would also want that resolved.

Before you make your final decision, I’d like to make sure we’re addressing both reasons you’re leaving — the price and the broadband issue.

For the broadband issue, we can go through the necessary troubleshooting and, if required, raise this for further investigation.

At the same time, the package I’ve found would reduce your monthly cost significantly.

Would you be willing to consider staying if we can resolve the broadband issue and provide you with a package that better fits your budget?

⸻

OBJECTION – “THAT’S STILL TOO EXPENSIVE.”

Customer: £51 is still more than I want to pay.

Agent: I completely understand that price is important, especially because you were previously paying £75.

Can I ask, Tiffany, is it mainly the £51 monthly price that’s concerning you, or is there anything else about the package that you’re not happy with?

Customer: It’s mainly the price.

Agent: I understand. The reason I’m recommending this option is because it’s significantly lower than your current £135 bill while also giving you a faster broadband service.

I also wouldn’t want you to accept something that doesn’t suit your household. You’re working from home and have multiple devices connected, so we need to make sure the package still provides the value and service you need.

⸻

DISCOUNT OBJECTION

Customer: Can I think about it and call back later?

Agent: Of course, Tiffany. I completely understand that you may want some time to think about it.

I would just make you aware that promotional offers can vary from time to time, so I can’t guarantee that the same offer will still be available if you call back.

If you’re happy with the package and the price today, the best option would be to accept the offer while it’s available.

⸻

IF CUSTOMER ACCEPTS

Customer: Okay, I’ll take the offer.

Agent: That’s great, Tiffany. I’m glad we’ve been able to find an option that better suits your needs.

Before we proceed, I’ll go through the mandatory information with you.

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

The price of Virgin media’s main services may change when any offer expires. In addition to this, the price will increase each April. from 1st of April 2027. The amount will be:

£4 from April’s bill of 2027

£4 from April’s bill of 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.

Mandatory script:

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?

DOCUMENT CONFIRMATION

Customer: I’ll read them in the documentation.

Agent: No problem. I’ve sent the documents to the email address and contact details we have on file. Can you please confirm that you’ve received them?

Customer: Yes.

Agent: Great. Are you happy to proceed?

Customer: Yes.

⸻

MANDATORIES

Agent: Perfect.

Just to confirm, we have not changed your account in any other way apart from the package we’ve discussed, and we’ve added the agreed services/options.

This package will take effect tomorrow, 28th of August 2026.

The package is £51 per month for a 24-month contract.

PP SCREEN: I can also see if there’s any pending payment on the account and confirm the amount and due date with you.

BE SCREEN: After that, your next bill will be £___ due on ___.

⸻

PRICE INCREASE SCRIPT

Agent: Just to let you know, the price of Virgin Media’s main services may change when any offer expires. In addition, the price will increase each April.

From 1st April 2027, the increase will be £4 from April’s bill, and there will be another £4 increase from April’s bill of 2028.

All of your pricing is laid out in the pre-contract information I’ve sent to you.

This does not apply to any add-ons you may have selected or administration charges that may be applicable. Add-on prices may also vary and can be removed with 30 days’ notice.

⸻

RAF

Agent: As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend who joins us with one or more Virgin Media services.

It’s really simple, and you can recommend as many people as you’d like.

Is it okay if I share your email address with our partner Aklamio so they can send you the link for our Refer a Friend programme?

⸻

SSO

Agent: 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 and checking My Upgrade & Offers.

You can also download the My Virgin Media app onto any compatible iOS or Android device.

I’ll also send you some emails with more information.

⸻

FURTHER HELP

Agent: Is there anything else I can help you with today, Tiffany?

Customer: No, that’s everything.

Agent: Perfect.

We want to know how we can continue to provide great customer service. You may receive a survey about how I assisted you today, and we would really appreciate your feedback.

Thank you for choosing Virgin Media again. My name is ___, and I hope you have a great day!

⸻

IF CUSTOMER STILL DECLINES — DISCONNECTION

Customer: No, I’m sorry. I still want to cancel.

Agent: I completely understand, Tiffany. As you’re considering disconnecting your Virgin Media services, I need to let you know there are two options available to you.

If you’re considering moving to a new provider, we recommend using 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 option would you prefer?

Customer: I’ll give 30 days’ notice.

⸻

30-DAY DISCONNECTION

Agent: No problem, Tiffany. I’ve checked your contract details.

Your services will be cancelled on ___, which is your disconnection date.

After your disconnection, your final bill will be £___, due on ___.

Since you’re cancelling your services with us, we’ll also need you to return your equipment.

You currently have your Virgin Media Hub and TV equipment, and you’ll receive prepaid return packaging approximately 10 days after your disconnection date.

You can use that packaging to return the equipment, or you can visit your closest Yodel or Collect+ store to return it.

You’ll receive an email confirmation regarding your disconnection within 24 hours.

Just a reminder, if you’ve created any Virgin Media, Blueyonder or NTL email addresses, these will be cancelled 90 days after your disconnection date.

Is there anything else I can help you with today?

Customer: No, that’s all.

Agent: We want to know how we can continue to provide great customer service. You may receive a survey about how I assisted you today, and we would appreciate your feedback.

Thank you for choosing Virgin Media. My name is ___, and have a great day, Tiffany!