Hi there, thanks so much for waiting. I'm just taking a look at your account; I'll be back with you ASAP. šŸ˜Š Thanks for waiting! May I know your full name? Could you please provide your postcode along with the address that is registered on your account? Can you please confirm if I'm chatting with the account holder? Thank you for sharing your concern. Let me take a moment to review your account details. Iā€™ll check into your account nowā€”please hold on. Thanks! May I know your full name? Thanks for asking! I'll need a little time to pull up the details. I just want to make sure I have the correct information. It looks like there's a different name on the account. Can you please provide me with your full name and explain your relationship to the account holder? Thanks for waiting. I just want to make sure I have the correct information. Can you please provide me with your full name? Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the 1st, 2nd, and 3rd characters of your account password? This is the password you use when you contact us, and not your online account password. šŸ”‘ Kindly type in your answer here. It seems that the characters of the password did not match. Can you please double-check and try again? 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. Please base your answers on the email I've sent you, which contains your billing information. For security reasons, please do not provide your full password to anyone. Since we haven't matched your details yet, I will be asking some other questions. ----------------------------------------------------------------------------------------------- UPDATE CONTACT DETAILS ----------------------------------------------------------------------------------------------- Thanks for clearing the security checks, let me start working on your query and while I am working on it, if you want me to update your contact details on the account, please let me know? ----------------------------------------------------------------------------------------------- LOOKING TO CANCEL BECAUSE OF PRICE RISE ------------------------------------------------------------------------------------------------ Hi Gile, I see you are looking to cancel as the price is increasing at the end of the contract. I am here to check and assist you with that. Thank you. I see your contract is coming to an end soon due to which the package price is increasing to 57.97gbp. If you choose to renew now, you can avoid the price rise. Let me review the package most suitable for your household needs. I would require some information to ensure you do not lose any of the services that's most important for you. 1. Could you please explain how many of you use broadband and for what purpose? 2. What TV channels do you and your family like watching? 3. How is the telephone being used in the household? ------------------------------------------------------------------------------------------------ DPA QUESTIONS ------------------------------------------------------------------------------------------------ No need to worry. Allow me to inquire about some fundamental details regarding your package. Please enter your response here. ------------------------------------------------------------------------------------------------ 2 ANSWERS ------------------------------------------------------------------------------------------------ Could you confirm your mobile number registered on the account, please? Iā€™ve seen you have 2 answers. ------------------------------------------------------------------------------------------------ What is the email address registered on the account? Thanks! What was your last bill value? Got that! When is your next bill due? Thank you! Can you confirm last 4 digits of your bank account number? Thanks for providing information and for clearing the security checks! Thanks for waiting and for clearing security checks! 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? I can understand why you feel upset, and we will work towards fixing this situation for you. ------------------------------------------------------------------------------------------------ LOOKING TO CHANGE THE PACKAGE ------------------------------------------------------------------------------------------------ Iā€™m really sorry youā€™re feeling this way. Before you decide, letā€™s take a quick look at your package and see if thereā€™s a better option or something we can adjust. Weā€™d hate to lose you, so letā€™s see what choices youā€™ve got. Shall we take a look? šŸ˜Š Thank you for your patience! Could you please share the reason for your decision to cancel your account with us? I have observed the conversation above indicating that you are seeking a new internet-only deal. Is that correct, Julie? I see that you want to cancel your services. Give me a minute to look into this. Which of these options would you prefer to have included in your package? 1. Entertainment bundle 2. Cinema bundle 3. Sport bundle 4. Sport + Cinema bundle I totally understand you on that! You want to lower your monthly package, As customer myself I will feel that too Thanks for waiting and providing information. I see that you are looking to change your package Thanks for waiting. I understand that you are planning to disconnect. Can you please provide us the reason of your cancellation? 1. Leaving to join another provider 2. Looking for cheaper deal Thanks for waiting. I understand you are looking to reduce your package. Allow me to review your account for the best discounts we can offer. One moment. Please, can you confirm if you or anyone in the household has active sim card with O2? Thanks! Can I take the O2 mobile number, please? Got it. Allow me to review your account for the best discounts we can offer. One moment. Can you please let me know your preferences and what specifications you are looking for in your new deal? ----------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------- OB TOOLKIT DISCOUNT SCRIPTS ---------------------------------------------------------------------------------------------- STEP 1 I do hear you on this. The deal Iā€™m offering is already the best value based on your usage. But if I may ask, what budget are you aiming for? I can check if thereā€™s still a way to stretch the discount for you. STEP 2 Thank you. I am already looking at the offers. By the way, is there anything else youā€™d like to keep or maybe change in your package? Tell me what you have in mind, and I might be able to adjust things so the offer fits you even better. ā˜ŗ ------------------------------------------------------------------------------------------------ OHT ------------------------------------------------------------------------------------------------ I understand youā€™re looking to cancel, and Iā€™m already processing that for you. But before we finalise everything, were you able to take a look at the offers I shared earlier? Iā€™d love to hear what you think. There might be something there that could work better for you ------------------------------------------------------------------------------------------------ O2 SIM OHT ------------------------------------------------------------------ ----------------------------- I mentioned the option with SIM because when youā€™re with Virgin Media + O2, you get some awesome perks: Boosted broadband speeds + a WiFi guarantee with up to 3 free WiFi Pods if needed. Double mobile data on eligible O2 plans at home. O2 Travel Inclusive Zone at no extra cost An Extra from O2 (like Disney+, Amazon Prime, etc.) for 3 months, 6 months, or even your full contract, depending on your plan. Plus, Priority from O2 for exclusive deals and experiences. Let me know what you think? ------------------------------------------------------------------------------------------------ LOYAL CUSTOMER ------------------------------------------------------------------------------------------------ Appreciate you waiting! As you have been a loyal customer with us for over 23 years and consistently fulfil your payment obligations, I am pleased to share some good news for you, plus I already apply my limited agents' discounts to your package. Thank you for your patience! Given your loyalty as a customer for more than 1 year and 6 months and your consistent fulfillment of payment obligations, I am delighted to convey some positive news for you. Additionally, I have already applied my limited agents' discounts to your package. As you have been with us for over a year and consistently fulfill your payment obligations, I am pleased to share some good news! I hear you on that! As you are a valued existing and loyal customer who has been with us for 7 years. Let me double check and exhaust all your discounts available on your account. One moment please. ------------------------------------------------------------------------------------------------ WANT TO CANCEL THE ACCOUNT WITHIN THE CONTRACT ------------------------------------------------------------------------------------------------ I understand you on that. Just to confirm, the standard process of cancellation requires 30 days. Early Disconnection Fees vary between customers as the calculation of how much is charged depends on the services that you have, how much you pay for those services (including any discounts or offers), and how much of your minimum period remains for each service. Therefore, the charge will be different for customers, even if services are the same. To prevent any charges of early disconnection fee. Highly suggest to contact back us again 1 month prior before your contract end. What do you think? ------------------------------------------------------------------------------------------------ 24 MONTHS DISPUTE ------------------------------------------------------------------------------------------------ While 24 months is the standard now, we always aim to provide value throughout. Plus, you can check in with us during your contract to see if better deals are available before the term ends. Happy to proceed? ------------------------------------------------------------------------------------------------ CUSTOMER INTRO CANCEL ------------------------------------------------------------------------------------------------ You have the option to change your package, renegotiate the price or discontinue the services on or even a month before the end of the contract. Sounds good right? It's really sad to know that you want to cancel your service and I just want you to know that I just only want to give you an option first before leaving Virgin Media but if that would be your final decision, I do respect that. However, is there any way for me to change your mind? ----------------------------------------------------------------------------------------------- IF THE CUSTOMER FEELS IT'S UNFAIR ------------------------------------------------------------------------------------------------ I understand that loyalty should count, but the offer I have provided includes a similar amount of discounts and is valid for 24 months. Sounds good? ------------------------------------------------------------------------------------------------ EMPATHY WORDS ------------------------------------------------------------------------------------------------ I get what you mean. I understand how you feel. That makes total sense. I'm here for you. You're not alone in this. I can only imagine what that's like. I'm so sorry you're going through this. I know how you feel. Thank you for sharing that with me. I can see why you're upset, I'm here for you, I'm sorry to hear that you are having trouble. I Want to Make Sure That I Have a Full Understanding of What You're Telling Me. It's okay to feel that way.'' I appreciate that you shared it with me. Your feelings make total sense. I'm Sorry You Are Having This Problem. I understand why you feel this way, and I'm here to help. I'm concerned that this issue is causing you inconvenience. I can imagine how frustrating it must be for you, Again, I'm so sorry about what happened I would feel X too in that situationā€ It's okay to feel that way. Let me figure out how we can fix this for you right now. I'm sorry this is taking so long. I'm so sorry you're having to deal with this. I understand you don't have much time. ----------------------------------------------------------------------------------------------- LOOKING FOR SUPERVISOR ------------------------------------------------------------------------------------------------ I understand that you want to speak with a supervisor. My supervisor is still engage on a call with other customers. However, I can take down your details and will contact you as soon as possible. Is that okay with you? ----------------------------------------------------------------------------------------------- NON-PAY DISCO(NPD) ----------------------------------------------------------------------------------------------- There is a restriction on the account which stopping us from being able to process your disconnection request. Upon checking here you have an outstanding balance of XXX. Can you make a payment now? Kindly,go to this link https://www.virginmedia.com/help/billing-and-payment/make-a-payment and fill out the necessary information. Once done, please provide the auth code for us to complete your disconnection request. ------------------------------------------------------------------------------------------------ THINKING ABOUT THE OFFER ------------------------------------------------------------------------------------------------ In order for me to help you better, I will also leave some notes on the account saying that you are following up this request. All good with that? ------------------------------------------------------------------------------------------------ CLOSING SPIEL ------------------------------------------------------------------------------------------------ Everyone here is dedicated to helping you. Your feedback is essential I hope you enjoy our service.ā€ Your patience has been truly wonderfulā€”thank you for allowing us to support you today. We value your feedback, again my name is Jean, please take a moment to complete our survey based on how I assisted you today. Take care. CarolešŸ‘‹ ------------------------------------------------------------------------------------------------ UNABLE TO MATCH THE DEAL ------------------------------------------------------------------------------------------------ I fully understand your concern and I am truly sorry for the inconvenience. Upon checking, I see it was offered for Ā£27.99, and unfortunately, I am unable to match the price of Ā£24.99. Please allow me a moment, and I will connect you to my customer relations team to get this resolved for you. ----------------------------------------------------------------------------------------------- 3 BILL DISPUTE ------------------------------------------------------------------------------------------------ Totally understand that, Emma. Just to set you a proper expectation the reason why you will pay Ā£64.99 is because it it also include your January bill however, once you pay that you won't need to pay anything for February's bill and you will receive a credit worth Ā£12.64 at the same time so you don't need to worry about anything on that. Does that answer your question? ------------------------------------------------------------------------------------------------ VARIES FROM TIME TO TIME ----------------------------------------------------------------------------------------------- I understand that. Just so you know, the prices and package here in Virgin Media varies from time to time. Hence, let me provide a suggestion for you. We can process this new contract on your account today and schedule the activation a week or two from today. In that way, we are able to secure the price and package on your account and not to worry about the changes in the future. In case you want to amend anything on this new contract, feel free to reach us out and we will assist you on that since the activation of this new contract was scheduled based on your preference. ------------------------------------------------------------------------------------------------ 30 DAYS // EARLY DISCONNECTION FEE ------------------------------------------------------------------------------------------------ If you do cancel within your contract period you will be charged for the remainder of the contract period and the price can only be calculated at that point in time based on the contract price and length remaining etc. You're welcome. The disconnection fee is depends on the disconnection date you requested but we can estimate the amount but that's not actual yet. We will know the actual disconnection fee if we book your disconnection date. Do you want to estimate the disconnection date for 60 days? ------------------------------------------------------------------------------------------------ DPA FAILED ------------------------------------------------------------------------------------------------ Since youā€™ve reached the maximum number of attempts for security, and we are now unable to access the account. I highly suggest updating first your password thru My Virgin Media then contact us back again after 24 hours to further assist you with your concerns. Is there anything else I can help you with? My manager just checked your conversation and confirmed that if you need this remote with the voice control feature, you can upgrade your box to TV 360. I can connect you to the person who can help you with this. Shall I do that? ------------------------------------------------------------------------------------------------ RESTRICTED ACCOUNT ------------------------------------------------------------------------------------------------ Thank you for staying connected and I truly appreciate your patience. Iā€™ve taken a careful look at your account, and I can see where the confusion might come from. You were issued a bill for Ā£32.25 on 11/11/25, but since that payment wasnā€™t received, the amount was carried over to your next bill. Your following bill, generated on 10/12/25, came to Ā£95.36, and a payment of Ā£34 was made on 15/12/26. That left a remaining balance, which was then added to the new monthly charge. As a result, the bill produced on 12/01/26 totalled Ā£126.91. Since youā€™ve already requested cancellation through OTS, your account will close once your new provider contacts us. ----------------------------------------------------------------------------------------------- UPDATE CONTACT DETAILS ----------------------------------------------------------------------------------------------- Thanks for clearing the security checks, let me start working on your query and while I am working on it, if you want me to update your contact details on the account, please let me know? ------------------------------------------------------------------------------------------------ IF THEY ALREADY HAVE GIG 1 ------------------------------------------------------------------------------------------------ I can see you already have the fastest speeds available at your property. We are working hard to expand our Gig2 across the UK so I recommend keeping an eye out for any updates on when you can upgrade, is that okay? ------------------------------------------------------------------------------------------ NEW OFFER NOT GO// PREVIOUS PACKAGE ARE SHOWN STILL ------------------------------------------------------------------------------------------- Hello, thank you for reaching out to us. Iā€™m really sorry for the confusion. I know how frustrating it is when your online account isnā€™t showing the details youā€™re expecting. Your new package should definitely be visible, so let me take a look and get this sorted for you. Sometimes the account can take a little time to update after a change, or there may be a small glitch we can fix quickly. If you can confirm your account details or the date the new package was set up, Iā€™ll check everything on my side and make sure your updated plan appears correctly. To help you further, I will be needing some of your information to do the security check on your account, could you please confirm your full name and 2nd, 3rd and 4th characters of your memorable word? Also please confirm are you the account holder? ------------------------------------------------------------------------------------------------ DISCONNECTION IDLE ------------------------------------------------------------------------------------------------ It appears you have left this chat session, as I have not received a response. I have now processed the disconnection of your services. For further assistance, please re-join chat at a more convenient time, where we will be happy to help. ------------------------------------------------------------------------------------------------ RECONTRACT IDLE ------------------------------------------------------------------------------------------------ It appears you have left this chat session, as I have not received a response. I have now processed the new contract on your account. For further assistance, please re-join chat at a more convenient time, where we will be happy to help. ------------------------------------------------------------------------------------------------ CUSTOMER WANTS TO BE WAIVED THE EDF ------------------------------------------------------------------------------------------------ I understand where you are coming from however please do understand that we also have limitations and as much as we want to waive it off, unfortunately we are unable to do so. Aside from that, this detail was included to your contracts terms and conditions so even if we book a cancellation to your account we are unable to waive the early termination fee you will incur. Could you please let me know how you would like to proceed with your account? ============== How to check O2 Tarriff No worries! Here's a handy guide to help you check your O2 tariff. Just simply go to you ā€œMy O2ā€ online account via app or website. Please select the "my account tab" and click the drop-down arrow to see the account(s) after you have successfully accessed your online account. If you have multiple accounts, it's easy to switch between them to check each of the plans. Nevertheless, I will remain on our chat and kindly notify me when you have the tariff plan in hand. Please don't hesitate to ask me questions if you have any. ======= costumer wants more O2 sim The 4GB O2 SIM cost Ā£5 per month and it is only one. Now, in case you wanted to add another one, that would be an extra Ā£5 per month. This means that the total cost will be Ā£62 per month for 24 months contracts. How do you wish to proceed? ============For Ireland Costumers Thank you for patiently waiting as I can see here on my end your post code is located at Ireland due to limited scope, I am unable to assist you further with your request. Allow me to provide our Ireland Customer service number for further assistance 0035312458000. =========== OTS INQUIRY I recommend contacting your new provider to discuss your installation since you decided to follow the one touch switch. Here on my end, I can only document that you wish to proceed with the one touch switch, once your new provider notify us about your switching that's the time your services with us will be fully cancelled. I hope I am able to clear things, XXX? =========== Netflix with no adds Thanks for asking! The upgraded subscription may range from Ā£6 to Ā£10 additional to your bill. This price may vary depending on the price stated on the app once you decide to upgrade it. Was I successful in providing clarity? ============ O2 spend cap How much spend cap would you like to add? ļ»æHow much spend cap would you like to add? ļ»æOptions are: No spend cap. Ā£0.00 Ā£5.00 Ā£10.00 Ā£15.00 Ā£20.00 Ā£30.00 Ā£60.00 Ā£100.00 Ā£200.00 ================== criteria for password reset Kindly provide your preferred password in accordance with the below: - Password must be at least 6 CHARACTERS long - Must be between 6-15 characters long - Must contain at least one number - Only numbers and letters - No spaces. No special characters. - Must be of customers own choice in every instance - Must not contain default words, i.e 'virgin', 'password' ============= FOR CX AFTER ECC1 FOR O2 sim Fab! Please make sure to provide consent on the pre-contract documentation you have received. The advisor will process the package offline. You will receive another email once order has been completed which includes your next bill. As for the O2 SIM, please expect a call from one of our O2 experts for additional details. Have a nice day! Thank you No issue! However, you may retain it as a backup or pass it on to someone at home. Additionally, the SIM enables complimentary broadband speed upgrades and offers significant discounts, reducing the package cost to Ā£68 per month. Should we retain it? ================CX wants to know EDF=== Upon checking on your account that you still have a remaining of 2 months and 18 days on your contract. If you wish to cancel your account, you still have an early disconnection fee of Ā£59.75. I highly suggest cancelling your contract a month before your contract end date to avoid paying the early disconnection fee. How would you like to proceed? =================Technical issue================ We are experiencing system issues at the moment. We can still deal with general inquiries, however we are unable to action any requests. We are doing everything possible to get the matter resolved as quickly as we can. If you could please contact us back in a few hours that would be greatly appreciated & we will resolve your concern together. Thank you for your understanding. =============Black friday =========== The deals seen on the website are also introductory rates that are intended to cater/entice new business into signing up with the services; upon the end of this promotional discounts at the end of the contract, they often can no longer be applied as they are high in value. The best thing we can do however is to see if we can closely match something similar or find you a better deal entirely.