╚ Opening 

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

╚ Acknowledgement for all customers who are chatting back  
- 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.

╚ Acknowledgement. Please add an assurance statement based on the customer’s concern.

- Thanks for waiting and providing information. I see that you are looking to change your package / planning to disconnect / inquiring about your bill. Give me a minute to look into that for you.

╚ NOT authenticated

-Thanks for letting us know. No worries, let me just verify the details you provided earlier, one moment please. ☺

╚ If chatter type is not yet identified, ask

-Can you please confirm if I'm chatting with the account holder?

╚ DPA for NEVER account or NEWLY activated accounts

-Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the X, X, and X characters of your account password? This is the password you set up the moment you place your order with us, and not your online account password. 🔑 Kindly type in your answer here.

╚ Seeing a different name on the account

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

╚ If any of the security details did not match - from the BOT

-Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the X, X, and X characters of your account password? This is the password you use when you contact us, and not your online account password. 🔑 Kindly type in your answer here.

╚ If 3 random characters did not match - 2nd attempt

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

╚ ***ACCOUNT HOLDER/POA***

***send E-bill***

-The password did not match. Not to worry, I can send you a bill via email containing the information you need to gain access on your account. Let me know once you have received it.

╚ Before asking the DPA security questions, you can use the following bridging statement:

-Please base your answers on the email I've sent you, which contains your billing information.

╚ **Secure 1 correct general and 2 correct financial from Secondary DPA**

╚DPA Failed

Account holder/Third Party

Thank you for your patience. It appears that you’ve reached the maximum number of attempts for security, and we are now unable to access the account.

In the meantime, you can update the password online. Here are the steps:

1. Log in or register in My Virgin Media

2. Go to update settings, select account details and look for "Telephone Security Details and select Edit"

We recommend reaching out to us again after 24 hours. We’ll be more than happy to assist you further at that time.

Is there anything else I can help you with?

╚ What is DPA for?

The DPA process is in place to keep your account secure and prevent unauthorized access. Is there anything else I can help you with aside from this?

╚ Offer password reset for account holder who passed

Thanks for clearing the security checks! For quicker authentication of your account next time, it would be good to reset your password while we have you today. Would you like to update this now or later?

╚ Offer password reset (if yes)

Great! Can you please provide the serial number that is on either your Hub or TV box so that we can reset your password from here?

╚ Offer password reset (if no)

That's fine. Here are the steps on how to update your account password:

1. Log in or register in My Virgin Media

2. Go to update settings, select account details and look for "Telephone Security Details and select Edit"

The password will be updated within 24 hours.

╚ Acknowledgement should be given if the customer has passed the security check.

Thanks for clearing the security checks!

╚ Updating Contact details if not provided in BOT/Transfer

Could you please provide your preferred mobile number and email address so we can update our systems and have the most up-to-date contact details for you?