INTRO

Hi XXXX, you’re now chatting with Ma. Imelda. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

(TRANSFERRED)

Hi XXXX, you’re now chatting with Ma. Imelda. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

ACKNOWLEDGEMENTS

Thanks for waiting. Regarding your query,

All good on this?

Thanks for showing interest to Virgin Media services. Before we get started, let’s make sure Virgin Media is available where you live. May I please have your postcode and first line of the address so I can check the availability in your area? 🏠

Thanks for showing interest to Virgin Media services. Before we get started, let’s make sure we don't miss out on any Virgin Media deals where you live. May I please confirm your address is XXXXXXXXXX?

Thanks for showing interest with Virgin Media!

Got it. Let me check your property.

(RECENTLY ORDERED)

Thanks for waiting! I see you have a query on your recently ordered package, May I know what is it that you need help with? 😊

HAS ACTIVE SERVICES WITH SAME CUSTOMER NAME

Thanks for waiting. May I confirm you have an active Virgin media account/service and would like to apply the deals from the website to your active account?

Thanks for letting me know. I understand that you wanted to get the same deal on the website. The offers you see online are for new customers as we want them to try our services just like you when you first joined. Though as an existing customer, I can review your current package and see what's available for you. Let me check your account. One moment please.

Proceed to Retentions BAU

IF SERVICEABLE

QS

Great news! 🎉 Your address can get all our services, and you can use our self‑install home pack — no engineer required.

Let's work together to find the right package for you.

DOCSIS ENGINEER

Great news! 🎉 Your address is eligible for all our services, and an engineer will visit to set everything up.

Let's work together to find the right package for you.

XGS

Great news! 🎉 Your address is eligible for our broadband and TV services, and an engineer will visit to set everything up.

Let's work together to find the right package for you.

Having checked, Virgin is within the area however, it's available for broadband and TV services only. We're always working on our network and expanding our services to include landline. We'll let you know as soon as possible once this is available. Shall we take a look at our deals?

SWITCHING

To start, are you switching from a different provider?

If yes,

Great! As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly.

MOVING HOME

Congratulations on your new home!

Congratulations on moving in!

I understand you're looking at getting XXXXX, but just to make sure you have the right package for you and your household, let me ask you a few questions to help.

Just to make sure you have the right package for you and your household, let me ask you a few questions to help.

To make sure you have the right package for you and your household, let me ask you a few questions to help.

PROBING

Just to let you know, we’ve got some great‑value TV deals right now 😊 They could really enhance your package — would you like to explore them?

BROADBAND What do you mainly use your broadband for — streaming, gaming, or general use?

TV Thanks 😊 Are there any channels you enjoy most — sports, movies, kids, or documentaries?

SPORTS: You mentioned sports channels, would that be Sky Sports, TNT Sports, or just general sports channels? 📺

MOVIES: You mentioned movie channels, would that be Sky Cinema or just the regular film channels? 🎬

LANDLINE Got it! Our Anytime Chatter home phone plan is the entry level package we have! Would you need anything extra included? 📞

EXISTING O2 PROBE - FOR BAU 24 MONTHS ONLY

Thanks! As part of our joint venture with O2, we also got exclusive O2 SIM bundle deals — are you currently with O2?

HOLD SCRIPTS

Appreciate you answering all those questions. Let me check the best offer we have for you.

Please bear with me for another minute.

I appreciate you waiting, please know I'm still here, I need few another minute to look into this. Kindly bear with me.

Please allow me another minute to look into this. Thank you for your patience.

I kindly ask for an additional minute. Thank you for your understanding. 🙏

I'll need a few more minutes. Thank you for waiting patiently.

Let me go ahead and check this one for you. 😊

Please bear with me as I check this for you. 😊

PRESENTATION

Thank you for waiting!😊 From what you’ve told me, XX is a great match and offers fantastic value.

Here are the details:

This is for only £XX/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April.

Or for only £XXX extra per week you can get our Supercharged package, we'll boost your broadband speed from XXXmbps up to XXXmbps with a XGB data O2 sim.

This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £XXX per month. Increasing to £XXX a month from April 2027. Increasing to £XXX a month from April 2028.

Which do you prefer from the two offers?

EXISTING O2

As an O2 customer, you’ll get a speed boost from XX Mbps to XX Mbps and double data on all eligible O2 SIMs.

STUDENT / SHORT-TERM / CLOSER DEALS

Thank you for waiting!😊 From what you’ve told me, XX is a great match and offers fantastic value.

Here are the details:

This is for only £XX/month with 12 months contract. Increasing annually by £4 every April.

​O2 OHT

No worries, I mentioned the option with SIM because when you’re with Virgin Media + O2, you get some awesome perks:

• Faster broadband

• Upto 3 free WiFi Pods with our Wifi Guarantee

• Double mobile data on all eligible plans

• Travel Inclusive Zone benefits

• Exclusive O2 extras (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?

PLACING ORDER - NO ORDER LINK FOR CLOSER DEALS

Fab! I will send you the order link to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop)

If mobile/tablet

Since you’re using a mobile or tablet, let me take care of the process for you. I’ll just ask for some quick details so we can continue without worrying about losing our chat.

BUNDLE RECAP;

Triples

​Just to confirm, you’ll be getting XXX bundle with XXX Mbps, along with TV, PHONE, and Netflix (PLAN if included), all for £XXX per month on a 24-month contract. Shall I go ahead and get this set up for you?

Duals BB TV

​Just to confirm, you’ll be getting XXX bundle with XXX Mbps, along with Mega/Flex TV channels, and Netflix (PLAN if included), all for £XXX per month on a 24-month contract. Shall I go ahead and get this set up for you?

Duals BB PH

​Just to confirm, you’ll be getting XXX bundle with XXX Mbps, and Anytime landline services all for £XXX per month on a 24-month contract. Shall I go ahead and get this set up for you?

Solus

​Just to confirm, you’ll be getting XXX with XXX Mbps, all for £XXX per month on a 24-month contract. Shall I go ahead and get this set up for you?

If laptop or desktop

Please keep the chat window open, I’ll be right here to help 😊 Feel free to ask anything at all.

I will stay online while you're processing and I'm happy to answer any questions about the process.

Please click the order link below and enter your postcode and door number if prompted 😊

https://www.virginmedia.com/buy/quick-checkout?bundleId=XXX&apm=1

Please stay connected until the order is complete so I can share the next steps once you’ve got your order ID 😊

On the final page, check your order summary and click “Place your order” — and that’s it 😊 All good?

Awesome. Once done, kindly provide the order ID that will be generated which will start with "RS" so I can also check if the order went through 😊

Perfect! Can I have the order ID that starts with "RS" please?

Thanks! 🎉 Congratulations on completing your order!

To track, cancel, or amend your order or installation, contact our Pre‑Install Team on 0800 0521 734

🕗 8am–8pm (Monday to Friday)

🕘 9am–5pm (Weekends)

or visit 👉 https://www.virginmedia.com/help/track-my-order

You can manage your account anytime at 👉 https://www.virginmedia.com/welcome/intro. You can also download this chat after completing the short survey.

Can I help with anything else today? 😊

CLOSING

SALE

Much appreciated and thank you for your patience, XXXX. Welcome to the Virgin Media O2 family! 😃 Please don’t forget to complete the short survey to receive a copy of this chat at the end. Take care! 👋

NONSALE

We’d really value your feedback! Please take a moment to complete our short survey about how I assisted you today. You’ll also have the option to download a copy of this chat at the end. Take care! 👋

CLOSER DEALS: -YR2501642- (YR2500352)

M125 -

Thank you for waiting!😊 From what you’ve told me, M125 Broadband is a great match and offers fantastic value.

Here are the details:

For only £28.99/month on a 12-month contract. Increasing annually by £4 every April. How does that sound?

M250 -

Thank you for waiting!😊 From what you’ve told me, M250 Broadband is a great match and offers fantastic value.

Here are the details:

For only £34.99/month on a 12-month contract. And a one-time activation fee of £35. Increasing annually by £4 every April. How does that sound?

M350 -

Thank you for waiting!😊 From what you’ve told me, M350 Broadband is a great match and offers fantastic value.

Here are the details:

For only £40.99/month on a 12-month contract. And a one-time activation fee of £35. Increasing annually by £4 every April. How does that sound?

M500 -

Thank you for waiting!😊 From what you’ve told me, M500 Broadband is a great match and offers fantastic value.

Here are the details:

For only £46.99/month on a 12-month contract. And a one-time activation fee of £35. Increasing annually by £4 every April. How does that sound?