NOTES

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

Thanks for waiting! May I know your full name?

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. I’ll check into your account now—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 5th, 8th, and 9th 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.

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.

===================== DPA QUESTIONS

No need to worry. Allow me to inquire about some fundamental details regarding your package. Please enter your response here.

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 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.

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

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 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

I see that you are planning to disconnect. Give me a minute to look into this

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?

==========24 months dispute wants 18 months 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 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 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 situation” 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.

=============CLOSING SPIEL

Your patience has been truly wonderful—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. Carole👋

==========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 £27.99, and unfortunately, I am unable to match the price of £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 £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 £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

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.

                                        DPA FAILED

Since you’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. I’ve taken a careful look at your account, and I can see where the confusion might come from. You were issued a bill for £32.25 on 11/11/25, but since that payment wasn’t received, the amount was carried over to your next bill. Your following bill, generated on 10/12/25, came to £95.36, and a payment of £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 £126.91. Since you’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?

Here's I can do for you. I can apply my limited agent discount to make your package lower. For just £62.37/Month instead of £67.37. Are you happy with that?