Acknowledging Price Frustration: I completely understand that keeping costs down is a top priority right now. I am going to search our system for the absolute best loyalty discounts available for your account. Please bear with me for two to three minutes while I pull up these exclusive rates. Let me look into our system right now to see how close I can get to matching that price for you. Please give me two to three minutes to check our options. First, thank you so much for your loyalty over the years, we truly value having you with us. I am going to dive deep into our system to find a premium package that rewards your time with us. I will be right back with the best options in two to three minutes. Thank you so much for your patience. I am still here and actively working on getting this price down as low as possible for you. The system is just loading the final figures, so please give me one more minute. Home Moves (Postcode & Date Checks): Congratulations on the new place! I know moving house can be incredibly stressful, so I want to make sure your broadband is one less thing to worry about. Please give me two minutes while I check the connection details at your new address. I completely understand you want to get your internet sorted well before the big move-in day. Let me check our network map for your new postcode to see the absolute fastest speeds we can deliver there. I will have that ready for you in two minutes. Moving is expensive enough as it is, so I completely understand wanting to avoid extra costs. I am going to check our installation calendar and see if I can get any moving fees waived for you today. This will take me about two minutes. You've been a brilliant customer, and we would absolutely love to move with you to your new home. Let me check our system to see how we can transfer your exact current deal over seamlessly. Please stay with me for two minutes while I set this up. I really appreciate you chatting with us today to see what we can do. To make sure you get the absolute best moving package, I am just getting a special rate approved by my team leader. Please hold for two minutes while I secure this. *MOVE HOLD SCRIPT* from Revamp M&T Let me start processing your request to move the services. Please stay connected within 2-3 minutes. *RECONTRACT HOLD SCRIPT* from Recontract Mandatories Brill! Please stay connected in our chat for 2-3 minutes while I complete your order. *PRESENTATION or LOOKING a DEAL in DISCOVER* Got it. Allow me to review your account for the best discounts we can offer. Kindly stay connected within 2-3 minutes. Thank you. Just give me 2-3 minutes whilst I look into what I can offer you. I appreciate your patience and need another 2-3 minutes as I'm still looking for a deal. Please keep open with our chat for 2-3 minutes whilst I check the available deal for you. *PROCESSING HOLD SCRIPT* Thank you for patiently waiting, just to update I’m still working on your account, kindly stay on the line for 2 to 3 minutes, I will update you as soon as possible. Thanks for waiting, I’ve already process this for you will just need to complete some few steps here is it okay if I place on hold for another 2 to 3 minutes? - Thank you so much for kind understanding. Please let me know if you have any concern (regarding XXX). 😊 I want to make sure I get this exactly right for you. May I place this chat on a hold for another 2 to 3 minutes while I'm still manually process your (account details / new contract / move request / disconnection)? - Thank you so much for kind understanding. Please let me know if you have any concern (regarding XXX). 😊 I appreciate you waiting, please know I'm still working on your request. Is it okay if I place you on hold for another 2-3 minutes? - Thank you so much for kind understanding. 😊 Thank you so much for staying on the line. As I’m still securely and manually processing your (new contract / move request / disconnection request). Do you mind holding for just 2-3 more minutes while I finalize (XXX)? - Thank you so much for kind understanding. 😊 Thank you so much for renewing your package with us. To make sure everything is completely accurate with (your new contract / move request), may I place this conversation on a hold for another 2-3 minutes while I process this? I'm done xxx. But still need 2-3 minutes to complete the request in your account. Kindly stay in our chat. Thank you so much. As we are updating your account and manually process your (new package / move), need another 2-3 minutes and will give you update immediately. Kindly stay connected in our chat. Already done updating (Landline Broadband TV) but still need another 2-3 minutes to book the activation of the new contract. Please stay connected in our chat. Please stay connected so we can confirm some important information with you. As I process this within 2-3 minutes, I’ll also share a summary of today’s discussion before we end our conversation for your records. Sorry to keep you waiting. Please stay connected for 2-3 minutes as I'm still (checking) (this) for you. I need another 2-3 minutes to look into this. Please stay online. Please stay connected with me within 2-3 whilst I (verify) (this) for you. I appreciate you waiting, please know I'm still here, I need more 2-3 minutes to (look into this). Kindly stay connected with our chat. I appreciate you waiting, please know I'm still here. I'm just waiting for the order / bill to generate, kindly stay connected with me for more 2-3 minutes. I need another 2-3 minutes to calculate your final bill. Kindly stay on the line. EMPATHY STATEMENT: The customer wants to renew the contract for 12 months - I completely understand that flexibility is incredibly important when you are managing your living arrangements, and having a shorter commitment can offer great peace of mind. To clarify our policy, our 12-month contract option is offered exclusively to student customers. Because this specific term is designed solely to align with the standard academic calendar year, we are unable to extend the 12-month agreement to non-student accounts. The customer wants to renew the contract for 18 months - I completely understand that you were looking for an 18-month commitment, and I know how important it is to find a contract length that perfectly fits your personal plans and timeline. To be completely transparent, Virgin Media no longer offers 18-month contracts for service renewals. At this time, our standard renewal option is fixed at a 24-month contract term. The customer wants to renew the contract for 18 months and/or 12 months - I completely understand why you are thinking about this option, as it makes total sense to see if starting fresh would give you the contract length you actually want. However, to save you the time and frustration of going through a cancellation process, I must clarify that new Virgin Media customers are also placed on 24-month contracts. The 18-month term has been completely phased out for everyone, and the only exception we have is our 12-month contract, which is an exclusive offer for students to match the academic year The customer wants to cancel the due to unstable broadband. I am so sorry to hear that you have been experiencing these frustrating speed and signal issues, especially with your TV stalling during your favorite shows. While our baseline tests might show the speeds technically meet policy guidelines, we know that does not fix a weak Wi-Fi signal or an unstable TV picture in reality. To help me understand what troubleshooting has already been done, have you previously contacted our Faults team about this unstable broadband and stalling TV? The customer already contacted the Faults team I am incredibly sorry to hear that the issue never got any better, even after you took the time to reach out to us. We always want our technical support to deliver real results, so I want to understand exactly what went wrong with that previous attempt. To help me see how we can get this sorted properly for you now, what was the solution or advice given to you by the Faults team at that time?