Thanks for being a Virgin Media customer. If you ever decide to return in the future, we’d be happy to welcome you back. We value your feedback, again my name is Renz, please take a moment to complete our survey based on how I assisted you today. Take care Leonilo. 👋

Upon checking your account, we’ve noticed that you are currently getting significant savings with your package. 😊 Considering the 1 month left on your contract, we highly recommend keeping your current package as is so you can take full advantage of the discounts. Do you want to continue to cancel your services or shall we leave it as is?


Since you mentioned that the offer came from an email sent by our web team, and that you processed the order on 29th March, it should take effect today. Online and email offers usually activate 15 days after the order is placed.

At the moment, it’s still not showing on the account, so I would recommend allowing 24 to 48 hours for the update to fully reflect. Do you have any clarifications I can answer?

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We do value you as our existing customer for a long time, its just that the price that we have is already trimmed down to its best possible price. Giving you the benefits of 125 Mbps to 264 Mbps speed, ensures you get the best value possible.


If customer is Solus

After presenting the two options (same package with volt etc)

Try to offer 2 Tier down package ex Gig 1 to V250 + Flex TV.

I hear you. I understand that price is an important factor. If we drop the broadband speed to XX MBPS and add a Flex TV. I can offer you a XX for 24 months.

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Thank you for waiting. I totally understand where you are coming from. Your previous cancellation was cancelled because of your existing non pay disconnection order due to non payment of your bill. As part of our terms and condition in order for us to process any changes on the account including disconnection there shouldn’t be an overdue balance. Otherwise it will not push though.


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Looking for a cheaper Deal

Thanks for waiting and providing information. I see that you are looking to review your package. I’ll be happy to help you out. Kindly give me a minute to look into that for you.

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Cancel Contract/moving to a different provider/

Thanks for waiting and providing information. I understand that you are considering to cancel/switch to a new provider. I’ll be happy to assist you. Whilst your with me let me quickly check your options before making a final decision.

Thanks for waiting and providing information. I understand that you are considering to cancel/switch to a new provider. I’ll be happy to assist you. Whilst your with me let me quickly check your options before making a final decision.


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Found a better deal elsewhere

Thank you for waiting. I understand that you are considering to switch to a new provider. I’ll be happy to check your available options whilst your with me.

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.


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Better than straightforward :Planning to disconnect/cancel

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If the customer is looking for a supervisor

I understand that you'd like to talk to a supervisor. My Manager and I share the same knowledge and information, and I can assure you that I will be able to help you resolve your issue. Is that okay?

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If the customer still wants to speak to a supervisor

I understand that you still want to speak with a supervisor. I’ll connect you right away. Please hold on for a moment and thank you for your patience.

No available sup

I understand that you want to speak with a supervisor. My supervisor is still engage on a call with other customers. However, I can take down your details and will contact you as soon as possible. Is that okay with you?


I understand that you want to speak with a supervisor. My supervisor is still engage on a call with other customers. However, 

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Too expensive/want a cheaper deal:

I understand cost is important. The Volt bundle actually saves you money compared to separate plans and includes perks like faster speeds and free Wi-Fi Boosters. How do you wish to proceed?
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If they say they don’t need O2 SIM:

No problem! But you can keep it as a backup or share it with someone at home. Plus, the SIM unlocks free broadband speed upgrades and discounts. Shall we keep it?

You can use the SIM as a backup or transfer your current number to it, giving your household reliable connectivity and peace of mind. What do you think?

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If they want to remove O2 SIM:

Taking off the sim removes those extras such as speed boost and perks like O2 priority. Shall we keep it or check alternatives?

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Customer says they have another provider:

I understand you’re under contract with another provider. Is there anyone else at home who might benefit from an O2 SIM? This way, your household won’t miss out on the savings and perks.

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