SPIELS · Offline Notepad

** DPA FAILED **

We were unable to verify the account with the information you've provided. As soon as you can obtain the necessary details, we can pick this back up. In the meantime, is there anything else I can help you with?

With regards to that, since we are speaking with the third party unfortunately we cannot ask security details supporting to the account, therefore we cannot verify the account, without the memorable word. What I highly advise is to help the account holder to update the password.

3rd party DPA Failed:

We were unable to verify the account with the information you’ve provided. In the meantime, you may ask the account holder to change/update their password online.

You needed to log in using the email that has been used from your husband with his virgin media account, in order to update the memorable word and please contact us back once you've already update it so that we can verify the account as well as third party authorized. Whilst we're still connected, is there anything else that I can assist you with?

For any queries or help you may need in the future, please visit virginmedia.com/help or please contact us on our customer service hotline number which is, 0345 454 1111. Whilst we're still connected, is there anything else that I can assist you with?

Good question. In the event that you don't have yet the documents needed and the final bill is already due, then will deduct it on your account, however as long as you can provide the necessary documents needed and the back office team already validated that, then will be credit it back to your account. But it much more better if you can sent the documents before the due date so that the back office can validate it as soon as possible. All clear with this?

No worries, if there's an available slot earlier than XXX, we'll let you know as soon as possible. For now, let us just secure your slot on XX.

I understand the urgency of your concern and I would have love to book an installation for you as soon as possible however upon checking here in the system, the soonest installation that we can only have would only be on 25/01/25 as we only rely on the availability of our engineers. I hope you understand it and sorry for the inconvenience, this is also to save your precious time and slot for the house booking and returning the equipment back to us. I know the house move is a little bit stressful, what I'll do here is to help you move your services to your new address and I'll be more than happy to waive the mover's fee for you so that you can still continue using your services to your new address. How was that sounds to you?

** STREAM BOX **

For Stream Box, you can enjoy:

Over 40+ free channels, including BBC channels, Film4, Yesterday, and more
Great TV players, such as BBC iPlayer, ITV Hub, All 4, My5, and STV Player
Favourite Streaming Apps, with the likes of Netflix, Disney+, Prime Video, and YouTube
Shows and movies on demand, from the Virgin Media Store
Music and podcast Apps, such as BBC Sounds, Vevo, and RadioLine
Plus the option to add top telly packs such as Sky Cinema, Sky Sports, BT Sport, and Starzplay, along with Kids and Entertainment packs.

Stream from Virgin Media is our flexible and seamless entertainment service that brings together the UK's favourite entertainment subscriptions under one roof – with an easy-to-use interface and the flexibility to change subscriptions anytime. This way, our customers can easily access the stuff they love, only pay for what they plan to use each month, and get one simple bill for all of it.

** CUSTOMER WANTS TO DISCONNECT ON PREVIOUS DATES**

That is noted. Apparently we can't book the disconnection today since we need 1 day interval to book it, If you want we can book it tomorrow XX/XX/XXXX, is that okay with you?

** CUSTOMER THAT IS UNABLE TO SEE MESSAGES **

It appears there might be a delay in sending and receiving messages. Our Network team has been informed and is working to resolve the issue as quickly as possible. Could you please confirm if you have received my response?

** SUPP CHAT **

I understand that you would like to speak with a manager regarding this, but I want to inform you that my manager will explain the same thing and provide you the same responses. I would appreciate if you allowed me to take ownership of this situation.

I apologize if you feel I am unable to help you the way you may want to be helped but I just want to be as honest as I can with you about your issue. It is with this same reason that regardless of the person you would speak to, it will always be the same answer as this information we are relaying to you is the process.

I apologize for the inconvenience, and I do not want to take up much more of your time so please allow me to handle your concern to the best that I can and hopefully work with me on a resolution that is at least reasonable for both you and Virgin Media.

I am sorry we haven't been able to reach a resolution. My manager is currently unavailable at the moment however they will be in contact with you. They will be aware of what we've discussed today. If you can't reach a resolution with them you'll have the option to take your case to through an alternate dispute resolution. No need for you to do anything, one of our managers will message you back very shortly on this same message

** IRELAND **

It seems that I am unable to pull up your account, XXXX. Can you confirm if your address is located in Ireland?

Thank you for confirming that. If your concerns are related to Virgin Media in Ireland, we would kindly refer you to their dedicated support channels. You can reach Virgin Media Ireland by calling their hotline at 0035312458000 or visiting their website at www.virginmedia.ie.

We want to ensure that you receive the best possible support for your concerns, and Virgin Media Ireland's dedicated team of representatives will be happy to assist you. Thank you for choosing Virgin Media, and we hope you have a great day

If the customer confirm yes, then: Thanks for confirming that for me, XXXX. Unfortunately, since you are from Ireland, I am unable to pull up your account. No worries, you can actually contact us via virginmedia.ie and you can get fantastic help there as well. Would there be anything else I can assist you with aside from this?

Virgin Media Ireland/Customer service 00 353 1 245 8000

** PASSWORD RESET **

It’s great that we have been able to access your account just now but to help speed this up next time it would be good to reset your password while we have you today. All I will need is just some detail from a piece of your Virgin media equipment. Then we can process the next step of resetting the password?

PASSWORD RESET PDC:

I will help you reset the password so you won't need to answer security questions next time.

Thanks! I need to ask one more detail. Do you have an access on your Wi-Fi box at the moment?

Thanks! Before that though, I need you to provide the MAC code at the back of the router please? It starts with __.

Perfect! We can now proceed resetting your password. Your password should consist of 6-15 alphanumeric characters, must begin with a letter and with NO special character.

Please take note of it. This is the password you will use next time that you chat or call us okay?

Please quote a password of your choice by following below criteria.

Password must be at least 6 characters long.
Must be between 6-15 characters long.
Must begin with a letter.
Must contain at least one number.
Only numbers and letters.
No spaces and No special characters.
Must not contain default words like “Virgin”, “Password

Thanks! Can you type here your newly created password please?

Perfect! Your new password created has now been saved. Please wait until 24hours before it can be reflected to your personal account. This is the password you will use next time that you chat or call us okay?

** MX-CO **

You can surely place a transfer of ownership request on the account and transfer the account to the new occupant of the house. To go ahead with that, we have to disconnect the account and 30 days notice of current service should be given. Email Addresses and Telephone Numbers will be lost. All existing equipment at the property will need to be returned (or may be liable for charges) if the new occupant does not use it. Services may be lost for up to 24 hours. All outstanding balances must be cleared before Change of Ownership can go ahead. New Applicant will have to undergo a credit check and could incur Installation/Activation fees.

Thank you for the information provided so far and your interest in Virgin Media services. In order to proceed with your application, further checks are now required. If any false or inaccurate information is provided we may pass this to a fraud prevention agency for further investigation. The result of the credit check will determine if we are able to provide service to yourself or if there are any conditions attached to the provision of the services, such as a deposit. Are you happy for me to proceed?

kcportalapp.nac.sitel-world.net/sites/virgin/_layouts/15/start.aspx#/Lists/Movers%20Cross%20Training/Flat.aspx?RootFolder=%2Fsites%2Fvirgin%2FLists%2FMovers%20Cross%20Training%2FMA%20SPIELS%20for%20CALLS&FolderCTID=0x01200200930753DA8043E14C9BFDEF745B3F386B

M125 £25

NO SMART PRODUCT CODE

H100LU - M125 Broadband (H100LU)

HEROCN4 - Standard no CTE trigger (HEROCN4 & HEROTV4)

SU1501D - Activation £15.01 Credit (SU1501D)

AFEED01 - Install Activation Fee (AFEE*01)

SHV3SOL - Virgin Media Hub 3.0 - Solus code (SHV3SOL)

SRDCC01 - Click and Collect Code for Category C and D (SR*CC01)

L141D05 - Augustus 2024 BB Solus 125/ VOLT 250 (L141D05)

YR2400279 - ACQ M125+ Solus £25pp for 18m (£5U/S) 18m CTE (YR2400279) (NARIV)

HVDUM11 - Volt 4GB SIM £5 18m MV35CRD - Move and Transfer Admin Credit (£35) MVRFE2D - Move and Transfer Admin Charge

14986 - RIV £20 off for 18m and 18 Ct

NO FULL PRODUCT CODE

H100LU - M125 Broadband (H100LU)

HEROCN4 - Standard no CTE trigger (HEROCN4 & HEROTV4)

SU1501D - Activation £15.01 Credit (SU1501D)

YR2400279 - ACQ M125+ Solus £25pp for 18m (£5U/S) 18m CTE (YR2400279) (NARIV)

AFEED01 - Install Activation Fee (AFEE*01)

SHV3SOL - Virgin Media Hub 3.0 - Solus code (SHV3SOL)

SRDCC01 - Click and Collect Code for Category C and D (SR*CC01)

L141D05 - Augustus 2024 BB Solus 125/ VOLT 250 (L141D05)

M250 £29.99

L141D06 - Augustus 2024 BB Solus 250/ VOLT 350 (L141D06)

HEROCN4 - Standard no CTE trigger (HEROCN4 & HEROTV4)

SU1501D - Activation £15.01 Credit (SU1501D)

AFEED01 - Install Activation Fee (AFEE*01)

SHV3SOL - Virgin Media Hub 3.0 - Solus code (SHV3SOL)

H200XU - M250 Broadband (H200XU)

SRDCC01 - Click and Collect Code for Category C and D (SR*CC01)

YR2400178 - ACQ BB M125+ Solus Variable 18m Disc 18mCTE (YR2400178) (NARIV)

** DEALING WITH EXISTING COMPLAINT **

Advise the customer " I can see here that you have an existing complaint in progress about XXXX."

Use the articles below for additional support identifying and handling a duplicate case.

Ask the cusomer "Is this the issue you want to talk to us about?"

** YODEL **

YODEL-0844 755 0117

Yodel’s Customer Service number is 0344 755 0117

Calls to this number cost the same as national rate and will be included within national rate inclusive packages. This applies to calls from any phone line, including mobile, landline and payphone.

Please have your parcel tracking ID ready.

Opening times: Monday - Friday: 8am - 5pm Saturday: Closed Sunday: Closed

If you’re not home when our driver arrives, in some cases they will be able to leave your parcel in a safe place. If your parcel requires proof of delivery the driver will try to deliver to a neighbour and will need to take a photo. In cases where we say your parcel has been left safe, we ask that you check around your property and with friends and neighbours before contacting us. We will also take a photo of your parcel when we’ve left it in a safe place. If after checking around your property and with your neighbours you are still unable to locate your parcel, you can contact us via Webchat. We will then arrange a driver interview via your local service centre which may help us to understand more about the location of your delivery. In the unlikely scenario where we are unable to resolve your query following investigation, you are requested to contact your retailer or sender who will be able to support you further.

** NUMBER DEPARTMENTS **

0345 454 1111

We appreciate your patience. Kindly contact our technical team on 08000643840 or 03454541111.

That's the best place for you to get help on this and the team will talk you through it all.

In the meantime, would there be anything else I can assist you with aside from this?

** CRITICAL ILLNESS**

Thank you for trusting us with this information. To get you the right support you need for your cancellation, the next steps would be for you to call our dedicated team on 0800 952 2302 since you are moving to a care home, as that's the best place for you to get help on this and the team will talk you through it all. Just so you know the opening hours are: Mon-Fri 08:00 - 18:00 and Sat 09:00- 17:00. Sun Closed

Agent Action

As the Account Holder is moving to a Nursing Home, which provides around-the-clock nursing care for elderly people who require a certain level of medical assistance

These calls are handled by the Bereavement Team

The opening hours are: Mon - Fri 08:00 - 16:30. Sat - Sun CLOSED

The customer number is: 0800 952 2302.

** SYSTEM ISSUE ** / Can't sent E-billing.

I understand. Since, some details provided are incorrect, and in the meantime there's system error which we cannot resent a bill to help us access your account.

We are experiencing system issues at the moment. We can still deal with general enquiries, 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.

I understand you on that. As we cannot access the account, yet without the memorable password. Please follow the steps on how to update your account password :

Log in or register in My Virgin Media
Go to update settings , select account details and look for ""Telephone Security Details and select Edit

The password will be updated within 24 hours. Please contact us back and provide the correct password to access the account. Thank you for your understanding.

** NEW CUSTOMER DEAL **

I understand why this can be frustrating seeing great deals for new customers, however let me explain the reason why we are unable to offer these deals to our existing customers. When a new customer joins the business, they will always be entitled to a welcome discount, just like the one you’ve seen on the website offering now. However, once this discount expires, we’re unable to offer that same discount as it is very rich in value. But the great news is we still offer our existing customers discounted prices off the full cost giving them great value.

** CUSTOMER MOVING MORE THAN 60 DAYS**

If the customer’s moving date is more than 60 days and wish to continue the services until they have a moving date but wishes to downgrade.

As you wish to keep the services until your move date but it is more than 60 days, we can book the disconnection for up to 60 days in advance but this can be rescheduled once you know your exact move date.

As we’ve been told that they wish to keep their service until their move date but it is more than 60 days and wish to downgrade the services at the current address, transferred to retentions

** OFFER GASLIGHT **

I understand that it’s a bit expensive, if I were on your situation I feel the same way too, especially nowadays that we have to cut our cost down, but to share my own experience, I don’t like hassle and interruption with what I am doing so it’s very important for me to save my time so I could do a lot of stuff. Why should I settle for less if I can have more than that? I’d rather pay a bit pricey for so long as I can have a quality service instead of paying cheaper and I’ll end up cancelling because I’m not getting the service that I need. What do you think?

I understand. Please know that every offer has limited time only, and as a one-time courtesy, if you take a new contract then we can waive the £35 mover's fee so no extra charges will apply on your house move.

Oh, about the o2 sim, it is included on the £XXX/month XXXX(bundle) broadband.

As much as I would love to but just so you know, I added the O2 SIM as it enables me to reduced the offer from £72 to £34. A £38 discount from O2 SIM attached.

Removing the sim will remove the discount attached, also benefits of having o2 sim.

** NEW RPI 2025 - 2026 **

The price of Virgin Media’s Main services may change when any offers expire. In addition to this, the price will increase each April from 1st April 2025. The amount will be:

£3.5 from April's bill 2025 £3.5 from April's bill 2026

The price of O2’s Airtime Plans will increase each April. The price of your chosen O2 Airtime Plan will increase each April from April 2025 by:

£1.8 from April’s bill 2025 £1.8 from April's bill 2026

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 detail before you accept that you are happy to proceed.

This does not apply to any add-ons you may have selected or any 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 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:Great news! Your new address is serviceable by Virgin Media. 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.

May I ask which of the following options do you prefer?

Send any or all of them out now
Prefer to read them within the documentation you receive

You can place your first mesh WiFi Pod on the Virgin Media Connect App or through online.

0333 000 5925 - FAULTS DEPARTMENT 0345 142 4444 - COLLECTIONS / BILLING 0344 809 O2O2 - O2 Department 0800 052 0640 - MOVERS DEPARTMENT 0345 600 0789 - MOBILE CARE 0333 000 5925 - VM CABLE Digging & Construction 0800 052 5738 - Field Support team 0800 952 2277 - Retentions 0800 052 1734 - PIC 0800 073 1132 - QUOTA ESC 0800 064 3840 - CUST CARE 0800 052 0640 - WAYLEAVE 0800 052 0705 - MATES RATES 0800 052 7588 - WEB EXCEPTIONS TEAM 0203 706 0570 - CHF 0800 953 9500 - QUICKSTART 0345 454 5926 - CX RECOVERY TEAM

** COMPLAINTS GUIDE **

I can certainly raise a complaint for you about XXXX. I am sorry we failed to deliver the experience you would have wished to receive. As we go through creating the complaint I will confirm your details and ensure you are happy with what we have captured.
May I please confirm on how you would like to receive the resolution of this case, is it via phone, email address or through post?

If they prefer the correspondence by email or via phone.

Can you please confirm your best contact number and is it okay for you to receive any complaint correspondence by email, if so, can you please confirm your preffered email address as well?

**If they prefer the correspondence by post, confirm their home address and post code. **

Can you please confirm your first line of the address and post code?
Thank you! Are we going to use the same detail as what is on the account?
Thank you for waiting! I am almost done completing your request with regards to xx. Would you like to amend anything?
I’m just documenting the nature of your complaint, can I ask if there is a resolution you have in mind to help resolve this issue?
I am now done filing a complaint. Are you happy with the proposed resolution to your complaint?
Your case ticket number is xx. Please expect a call/email within 24 to 48 hours for the resolution. Everything has been arranged for you now. Whilst we're still connected, do you have other concerns that I can help you with?

Thank you for sharing this with me. Regarding that, I can create a complaint on your account outlining the issues you’ve raised. Would you prefer to proceed with that, or would you like us to explore alternative solutions first to see how things go, XXXXX?

Thank you for your patience! I can see that we are already in the process of addressing your complaint, which has the reference number XXXXX. Rest assured; you will be notified as soon as possible. In the meantime, let’s go ahead and explore alternative solutions. Please bear with me, XXXX.

Advise to close the complaint**

With the resolution we given, are you happy to close the complaint we have filed?

** COMPLAINT DPA FAILURE **

Advise the customer "As you've not completed the account security checks today, I can raise a complaint but cannot discuss any aspects of the account with you today."'

WHEN RASING THE COMPLAINT ENSURE YOU DO NOT ALTER ANY CUSTOMER CONTACT DETAILS

I can certainly raise a complaint for you about XXXX. I am sorry we failed to deliver the experience you would have wished to receive. As we go through creating the complaint I will confirm your details and ensure you are happy with what we have captured.

As the customer has failed DPA do not alter any of the existing contact details and proceed to categorise the complaint.

If the mandatory fields for Preferred Contact Number or Preferred Email Address are not populated to progress he complaint case update thee field, confirming the best contact with the caller for the relevant field. DO NOT UPDATE the contact details in launchpad.

RESOLVE

Advise the customer "I've now logged the complaint based on everything we've discussed today. As I mentioned previously, as our account security checks have not been completed I'm unable to discuss any resolution of the complaint with you today.

Please ask the account holder to contact us so we can discuss the complaint with the after appropriate security checks have been done.

** SEND LINK FOR COMPLAINTS **

Virgin Media takes complaints very seriously and welcomes feedback from our customers. We apologize for the frustration and inconvenience this issue has caused. Please be assure that we have taken the steps of feeding this whole situation back to our management team to highlight your disappointment and the problems you have experienced to learn from this situation and to avoid this from happening again in the future.

If you still need to speak to the team, you can call us on 150 from your Virgin Media O2 Landline or call us on 0345 454 1111. Thank you so much for your patience and understanding.

Regard on the bad experience you've had previously, you can let us know of any complaints you have via this link; ttps://www.virginmedia.com/help/complaints

If you’re not completely happy with our service, you can also let us know via web. We’ll do our best to put things right, so you can carry on enjoying your services again. At Virgin Media, our customers come first and we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, we’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.

Here's the link where you can file a complaint www.virginmedia.com/help/complaints. We always aim to resolve complaints in the first instance and respond within 7 days.

** CJM SAMPLE **

PRIMARY COMPLAINT HEADLINE ISSUE'

The customer is not happy on how his house move request has been managed, he had to wait 2 weeks before the installation can takes place.

CASE DETAIL

The customer is not happy on how his house move request has been managed, he had to wait 2 weeks before the installation can takes place. Also, he said that the services we're also cancelled do to a new occupant will set up a VM at his old address, his services we're cancelled before he even contacted VM.

REQUIRES RESOLUTION

Advise customer that I can certainly raise a complaint for him regarding this matter. Apologies that we failed to deliver the experience he have wished to receive about the delay of the installation of his services at his new address. Asked the customer if there is a resolution in his mind to help resolve this issue, the customer demand or free tnt subscription, advise the customer that, we will fully document everything here on your account about your nature of complaint about the delay of installation.

** CAN'T MATCH PRICE / TRANSFER TO RETENTIONS **

Higher the services, higher the chances to unlock discount.

I'm really sorry that I was unable to match a price for you according to your range. Please do not worry, I will get you connected to our Customer Relations Team and they will help you further.

I will now transfer you to our Customer relations Team to help you further with your query. We request you to keep the conversation open as it might take few minutes for you to get connected. Alternatively, you can call our Customer Relations team on 150 from any Virgin phone or on 0345 454 1111 from any other phone. First select Option: 1 (for Virgin Media); Option: 4; Option: 4.

Just before I transfer you through, for any further help with your Virgin Media services, including advice on leaving us head over to virginmedia.com/help

**RETENTIONS / MOVING MORE THAN 60DAYS **

DPA status: Passed Caller Type: Account Holder, POA, Third Party Primary User of Third Party (Add the relevant notes based on the caller type in this contact) Reason for Disconnection?: Moving in the future, More than 60 Days away / No Idea, No, Any other reason Outcome: Retentions Call

Account holder/ POA/3rd Party on behalf of Any Other Reason - Transfer to Retentions (MOV.MOV.31.70) Article ID: HELP-37712 Last Updated: 13 Jun 2024 Version 3 Process Owner: Knowledge Team

Account holder/POA/3rd Party on behalf of – Doesn’t Want to Recontract – Retentions Call (MOV.MOV.31.73) Article ID: HELP-37715 Last Updated: 13 Jun 2024 Version: 6 Process Owner: Knowledge Team

Ask the customer – Do you want to keep using the service until you move out?

-If customer say : NO

Account holder/POA/3rd Party on behalf of – Any Other Reason – Transfer to Retentions (MOV.MOV.31.70)

Article ID: HELP-37712

Last Updated: 13 Jun 2024

Version: 3

Process Owner: Knowledge Team

As we’ve been told that they do not wish to keep our services until their move date because they going to another provider

** ACKKNOWLEGEMENT **

** Faults Issue **

Sorry to hear you’re having trouble with your service. Let me pull up your account real quick and check what’s happened.

** Billing dispute/Bill higher than expected/Price increase/Overcharged**

I’m sorry to hear you’re having issues with your bill. Let me see what I can do to get this sorted out.

** Bereavement in the Family **

So sorry to hear about your loss. Let me pull up your account so that I can help you.

** Customer lost his Job **

I understand you’re in a tough spot at the moment. Let me see what I can do for you.

** Customer has been hang up on by the prev. rep. **

I’m truly sorry to hear about your experience. Let me see what I can do to make things right.

** Delayed installation/pushed back too many times **

I’m sorry you’ve had to deal with this. There must be an explanation why this happened. Let me check on my resources.

** Customer isn’t happy with the service/ Not getting the value for his money **

Sad to hear that but I appreciate you bringing this to our attention. Allow me to help you in getting this resolved.