IF SETTING ACCOUNT FOR DIFFERENT PERSON ====== Before we proceed, may I please get confirmation that the account holder have authorized you to use their details in creating their account? ------- Thanks for letting me know XXX, I'll go ahead and process the order for you. 😊👍 ------------------ BB HONESTY STATEMENT ================== You’ll soon get an email and/or SMS with your package details, covering specifics around your contract including: Would you like me to go through these as we progress in placing your order or would you prefer to read them within the documentation you receive? ***IF YES GET BB HONESTY IN MANUAL FABS*** ***If the customer chooses Option 2, agents do not need to send the Broadband Honesty Statement, Telco Plan, Contract Term & Future EDF, or Money Back Guarantee scripts.*** ---------- BRIDGING == Please stay connected as we will need your consent through email or SMS before we can completely process your order. We'll be needing to process this manually on our end. We'll just need to collect your details. ------------------ COLLECTING INFORMATION ================= To start may I please have your information? Title (Miss, Mrs, Mr): First Name: Last Name : Mobile number: Email Address: Password (must be 6-15 characters, start with a letter and contain at least 1 number and without special character): Birthdate: Preferred Install Date: Employment status: Address for the last 3 years: Property Owner or Tenant (if tenant, is it Private or Council?): Bank sort code (6-digit): Bank account number (8-digit): Bank account name: Please create a password that is unique to you and avoid using easily guessable options, such as simple patterns or personal information. *if customer asks, why they need to send direct debit details* No worries, you’re not committed to paying yet and we’ll use this data to prevent fraud. **PASSWORD WITH SPECIAL CHARACTER** Thank you. Looks like the password didn’t meet the requirements this time. No stress — we can fix it super quick. 😊 For the password, it just needs to be letters and numbers only — no special characters. Could you send me another one that’s just a mix of letters and numbers? *With regards to the password, it must have 5-16 characters only without special characters. Kindly provide a new one.* ------------------ CONSENT TO BE REACHED OUT === Thank you for providing your information. Just a quick heads-up, in the unlikely event that we get disconnected, one of my colleagues will reach out to you so we can seamlessly continue with your application. Would that be alright with you? And may we use the same contact number you’ve shared with us? --------------------- MARKETING FOR PROSPECT: ===== We want you to enjoy every moment with us. So, to make sure you don’t miss out on our latest upgrades and offers and get the best products and services from Virgin Media and our Group Companies, we’d like to stay in touch online and by phone, text message, post and email. We promise communications will be relevant, and we won’t bombard you. Is it okay to stay in touch? *if email/SMS/post/phone line only* I understand you wish to be notified through email only. Once you're registered to our Marketing list, you'll be updated on latest deals through all means of communications – may it be email, SMS, post, etc. Is that okay? SWITCHING ================== May I know if you will be switching from a different provider? **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. We'll need to get a few details to start the switching process, please can you confirm the following: 1.Current Service Provider 2.Name as shown on your current bill 3.Account number (if known) **CUSTOMER PROVIDED INFORMATION** Perfect! Thank you, and just to confirm you’re giving us consent to request your existing provider documentation, and you’re happy for us to proceed with the switch?​​ ------------------ PRIVACY POLICY ==== We collect your personal information and share it with fraud prevention agencies, which may affect access to services if fraud is detected; learn more on how we use these and your data subject rights at virginmedia.com/privacypolicy ------- CREDIT CHECK ==== We’ll run a credit check with a credit reference agency, which may appear on your credit file. If approved, we’ll set up your contract. Are you happy to proceed? ------------------ Direct Debit Payment - VM DD ================= Are you happy to use the same bank details for your Direct Debit? DD GUARANTEE --- *** DO NOT SEND UNLESS ASKED WHY*** To set up your monthly payment, we'll need to confirm your Direct Debit details before we continue - you’re not committed to paying yet and we’ll simply use this data to prevent fraud. From your next bill onwards, we will take payments from this account. You will be advised of the date and amount of your payments on your Virgin Media monthly bill and the company name that will appear on your bank/building society statement will be Virgin Media Payments. In the future if there is a change to the date, amount or frequency of your Direct Debit, Virgin Media Payments will always give you 5 working days' notice in advance of your account being debited. You will be sent confirmation of this agreement within 3 working days of the Direct Debit being setup. All Direct Debits are protected by a guarantee. You can read this in your confirmation later or I can read it to you now? **if YES;** Got it. In the future if there is a change to the date, amount or frequency of your Direct Debit, we will always give you 5 working days’ notice in advance of your account being debited. In the event of an error in the collection of your Direct Debit, you are entitled to an immediate refund from your bank or building society. You have the right to cancel at any time and this guarantee is offered by all the banks and building societies that accept instructions to pay Direct Debits. A copy of the safeguards under the Direct Debit Guarantee will be sent to you with our confirmation. ------------------ DIRECT DEBIT PAYMENT ========== Great! ​Can you confirm that the Bank or Building Society account is in the Account Holder's name and that they are the only person required to set up a payment on the account? **HOLD** Great! Please bear with me whilst the checks are running. ------------------ CREDIT CHECK RESULTS ======= **SUCCESS / NO CONDITIONS** Thank you for waiting, xxx! You've successfully passed the credit check. 👍 I will now process the order. Please bear with me for a moment. **SUCCESS / WITH CREDIT LIMIT with T2PRS** Thank you for waiting, xxx! You've successfully passed the credit check. 👍 Here's the result of your Credit Check: •£0 Prepayment •Credit Limit of £xxx I will now process the order. Please bear with me for a moment. **SUCCESS / UFP / DEPOSIT** Thank you for waiting, xxx! You've successfully passed the credit check, and you'll be needing to make an upfront payment of £25 and a deposit of £100 using a debit/credit card. The £25 will go back on your first bill and the £100 will stay on your account for a one-year subscription. Are you happy to accept these terms to complete your order? Great! I will now process the order. Please bear with me for a moment. **SUCCESS / UFP** You've successfully passed the credit check, and you'll be needing to make an upfront payment of £25 using a debit/credit card. The £25 will go back on your first bill. Are you happy to accept these terms to complete your order? Great! I will now process the order. Please bear with me for a moment. **FAILED/REFER** Thanks for waiting. Your application will be forwarded to our head office, and they will give us the result after 24-48 working hours. Feel free to call 0345 454 1111 to get an update about the result of your application. In the meantime, would there be anything else I can assist you with aside from this? ---------------- CONTRACT MANDATORIES ==== **IF EXISTING O2** Can I have your O2 number for you to take advantage of the O2 benefits? **UPGRADE / DOWNSPIN** You can add services anytime (minimum terms may apply), but reducing or removing services requires 30 days’ notice and may incur a fee if you're still within a minimum term. **CONTRACT FORMAT SCRIPT** Your contract will be emailed and used for e-billing. Instructions and a PIN will follow within 7 days. **MyVM Script / Self-care** After your welcome email, register for My Virgin Media via our website or app, then log in and check your details are accurate. ---------------- ACCESSIBILITY ================== We tailor our services for all customers, including those with access needs. Do you have any impairments or circumstances I should be aware of, or would you prefer communication in an alternative format? ** OLD - DO NOT USE** Here at Virgin Media, we always aim to tailor our services and support to cater for our customers, including those with access needs. Do you have any impairments or personal circumstances that we can support you with or require communications in an alternative format? **if NO;** You’ll receive communications in our standard formats of text, email and print. **if YES;** I appreciate you trusting us with this information. Which alternative format would you like to receive future communications in? -Large Print -Audio -Braille Grade 1 -Braille Grade 2 ----- *If Large Print;* Which text size? • 20pt • 24pt • 28pt Which paper colour? • White • Red • Pale Blue • Light Green • Pink • Yellow ----- *ACKNOWLEDGE* That is noted. You’ll receive communications in our xxxx formats of text, email and print. You’ll also receive standard paper statements and eBills. Some communications will be in standard formats, such as time-sensitive texts or marketing emails. ------------------ PROCESS HOLD SCRIPTS !!! ===== Please stay online as I process your order. I appreciate you waiting, please know I'm still working on your request, kindly bear with me for another 2-3 minutes. Please know I'm still here, I need few more minutes to process this. Kindly bear with me. ------------ **HYBRID CONNECTION** Your broadband will be powered by our hybrid fibre which travels on our fibre network to our street cabinets, where coax cables carry it from there to your home. **FULL FIBRE CONNECTION** Your broadband will run on full fibre, delivered via fibre optic cables straight to your home. ---------- INSTALLATION / DELIVERY ================== **preferred install date available QS** ​We're in the installation date page. Good news! The date you have requested which is on the XXXXX is available. 😊 **preferred install date available MANNED** ​We're in the installation date page. Good news! The date you have requested is available. 😊 We have the following time slots: -Morning: in between 8AM to 1PM -Afternoon: in between 1PM to 6PM Would you like it to be in the morning or in the afternoon? **ASAP / Preferred date is unavailable** ​We're in the installation date page. The earliest date of delivery/installation is on XX. Would this be okay with you or do you have an alternative date in mind? ---------- INSTALL TYPES === **QUICKSTART** Sounds good! On the morning your Quickstart pack’s arriving, Yodel will text you a 2-hour delivery slot so you know when to expect it. **1 VISIT / 1 MAN** Sounds good! Installation takes about 2 hours, may involve drilling, and requires someone 18 or older to be present. **2 Visit Install including PIA installs 81 & 58** Sounds good! Your installation on XXX will take about 2 hours, may involve drilling, and requires someone over 18 at home. Before then, we’ll run a cable from the street cabinet to your property—no need to be in, and this can happen anytime before your Virgin Media install. If extra work is needed at your home, your install date may change, and we’ll text you a new date as soon as possible. **SINGLE VISIT** Installation takes about 2 hours, may involve drilling, and requires someone 18 or older to be present. Someone over 18 needs to be home on installation day. The visit usually takes around two hours. We’ll run a cable to your property either overhead or underground, which may involve some drilling or a small amount of digging — we’ll explain everything on the day and make sure it’s all put back properly. Once the outside work is done, we’ll set up your Hub inside during the same visit, so you’re online as quickly as possible. ------------ CABLE EXTENSION FOR QS ONLY ---------- *XTN05MD, XTN10MD, XTN15MD* 3 Metre cables are sent as a standard in our QuickStart kits. We can offer 5/10/15m cables if required. Will you require longer cables? -------------- CV21 MANDATORIES == **KEEPING CURRENT PHONE LINE** *Minimum of 9 days for QS porting / Add X21CVQS + QSA2A* Do you have an active landline number you’d like to keep? Can you confirm if the number you would like to keep is currently being used in this address? Thanks for confirming. Can you confirm the current service provider it is running with at the moment? Would you like to be listed in Directory Enquiries? ------------------- **EMERGENCY BACK UP LINE** Your phone service runs on our fibre network, so it won’t work during a power cut or outage. If anyone in your home has accessibility needs, we can provide an Emergency Backup Line so you can still call (999/112) and UK emergency contacts. Do you use a Telehealth device, such as a care alarm or fall pendant, connected to your home phone line? Does anyone in your household rely on the home phone or not have access to a mobile in an emergency? *IF YES* Would you like us to install an emergency back-up phone line, and a corded home phone if you need one – free of charge?​ **LANDLINE MANDATORY** Calls to service numbers that begin 084/087/09/118 are charged in two parts, the access charge and the service charge. We set the access charge and this is always shown on your monthly bills and on our website. The service charge is set and advertised by the company that you are calling. Alright? ------------ RPI (check ICOMS NEXUS) ======== Thanks for letting me know. (RPI SCRIPT) All good so far? ------------- EECC === **REGULAR CABLE** I’ve sent you an email and SMS with a link to your Contract Information & Summary. Can you confirm you’ve received them and are happy for me to proceed? **WITH OTS** I’ve sent you an email and SMS with a link to your Contract Information & Summary. Your current provider has sent the switching conditions. Can you confirm you’ve received them and are happy for me to proceed? **WITH ACCESSIBILITY** I’ve sent you an email and SMS with a link to your Contract Information & Summary. (Your current provider has sent the switching conditions.) Can you confirm you’re happy for me to proceed, or would you prefer to wait for the postal copy? ------------ Awesome! Please make sure to approve and accept the documents to avoid any issues with your order, all clear? *When you receive our email, just open it and scroll through the document, then click the ‘I accept’ or ‘I confirm’ button to approve everything. This is important to keep your order moving smoothly, all clear?* -------------- ORDER SUMMARY ==== ​That's it! Your order is complete! 😊 We're almost done. Your work order number for your new service: XXX **24 MONTHS** Your contract has a minimum term 24 months. Leaving early or moving to an area we don’t cover during your minimum term may incur an early disconnection fee **12 MONTHS** Your contract has a minimum term 12 months. Leaving early or moving to an area we don’t cover during your minimum term may incur an early disconnection fee **30 DAYS** You’re on a 30-day rolling contract and can leave anytime with 30 days’ notice. **NEW EBB** We're almost done. Your work order number for your new Essential Broadband service: XXX Your contract is subject to a minimum term of 30 days. **Money Back Guarantee Script** After activation,you’ll have 14 days to cancel with a money back guarantee for a full refund of your first month and installation. You’ll only pay for any usage or upgrades after activation. ------- ON GOING COSTS == Your total monthly package price is £XXX a month. The monthly price for your services will increase to £XXX a month from your April 2027 bill. From your March 2028 bill, it will be £XX a month. ------- RAF == As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with 1 or more Virgin Media services. It’s really simple, and you can recommend as many people as you’d like to get a great new offer with us. Is it ok if I share your email address with our partner Aklamio who can send you the link for our RAF programme? -------------------- BILLING === **DOUBLE BILL** As we bill for your current month and a month in advance, your first payment will be due on “XXXX”. Your first payment will be £XX, which includes your activation fee of £0. As your first payment is not due until “XXXX”, would you like to make a full or part payment today towards your first bill? **SINGLE BILL** Your first payment will be due on“XXXX”. and will be £XXX, which includes your activation fee of £0. As your first payment is not due to until “XXXX”, would you like to make a full or part payment today towards your first bill? --------------- COLLECTING PAYMENT (cardpoint v2) ===== **IF WANT TO PAY BILL / WITH UFP** Let me now collect your credit card details for the payment. Can you confirm the following please? Card Number: Type of Card: (Visa / Visa Debit / Maestro / Electron / Mastercard) Name on Card: Security Number: Expiry Date: **COLLECTING PAYMENT (cardpoint v3)** Let me now collect your credit card details for the payment. Can you confirm the following please? Card Number: Name on Card: Security Number: Expiry Date: --------------- ORDER COMPLETED ============ **ORDER SUMMARY** ​That's it! Your order is complete! 😊 Here's your order reference: XXXXXX Your account number is XXXX and your area reference is XXX. We’ve also sent a confirmation to the email address you provided earlier. Please take note of this for your future reference. **IF WITH O2** *(do not send if no O2 ordered)* We'll confirm your kit delivery date via email and O2 will send your sim within the next 7 days. Contracts, bills and direct debits will be sent and taken separately. **NEXT STEPS / SELF CARE** To cancel/check the status of your order/delivery/change the installation date, please get in touch with our Pre-install team on 0800-0521-734 from 8 AM to 8 PM Monday to Friday and 9 AM to 5 PM during weekends or go to this link https://www.virginmedia.com/help/track-my-order You can manage your account through https://www.virginmedia.com/welcome/intro in the future! ---------------- TEST CLOSE ======= In the meantime, would there be anything else I can assist you with aside from this? ---------------- CLOSING ==== Glad I could help you with this, XX! We value your feedback, please take a moment to complete our survey on how I assisted you today. Welcome to Virgin Media O2 family. 😃 Take care. 👋 ---------------- O2 LEADS == ​Just to make you aware, as part of our joint venture with O2, we now have 2 exclusive O2 Sims available for new O2 customers. Would you be interested in finding out more details about these offers and can I get one of my O2 colleagues to contact you and provide you with more information?