'RECONTRACT"

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

Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the 3rd, 5th, and 8th 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.

Thanks for clearing the security checks!

It seems that the characters of the password did not match. Can you please double-check and try again?

The password did not match. 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.

ASK GENERAL 1

Can you confirm the email address registered on the account?[EM] Can you confirm the mobile number registered on the account? Which package do you subscribe to?[ VS]

2 FINANCIAL

Can you confirm the last 4 digits of your bank account?[MP] What was your last bill value?[57] When is your next bill due?[BE] Which date does your direct debit usually come out of your account?[CB] Thank you for answering those questions. Let’s now reset your password.

Thanks for clearing the security checks! For quicker authentication of your account next time, it would be good to reset your password while we have you today. Would you like to update this now or later?

{IF YES} Great! Can you please provide the serial number that is on either your Hub or TV box so that we can reset your password from here?

{IF NO} That's fine. Here are the steps on how to update your account password:

Log in or register in My Virgin Media
Go to update settings, select account details and look for "Telephone Security Details and select Edit"

The password will be updated within 24 hours.

Could you please confirm if the email address and mobile number registered on the account is up today?

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?

Thanks for clearing the security checks! 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?

Amazing! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc.

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.

Thanks for letting me know. Upon checking your account, I've seen offers that you might want to consider. Here are the details:

Option 1: For just a total of £X per month (£X for your media and £X for O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps, great for your usage, along with XX TV channels and XX landline services. Additionally, this package includes an XXGB O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies.

Option 2: For just £X per month on a 24-month contract, you’ll receive XX Mbps internet, XX TV channels, and XX landline services. This package is also suitable based on your account usage.

Let me know what you think?

As you are requesting to remove your (Phone/TV/Broadband), a 30-day notice applies, and the disconnection will be on dd/mm/yy.

Awesome! Please stay connected as we will need your consent through email or SMS before we can completely change the package.

There is a pending payment of X due on DD/MM/YYYY.

Thanks for waiting! Just a quick recap, you are getting our XX, for only XX per month on a new 24-month contract, XX per month thereafter and your new contract will be activated on dd/mm/yy.

Any calls (if you have a landline) or PPVs (if you have TV service) made on your account that is out of your agreed service contract will be an additional.

That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX, Please take note of this for your future reference.

Since we've made the changes, your next bill which will due on dd/mm/yy will be XX, and this includes any pro-rata charges. The bill after that which will due on dd/mm/yy will be XX.

======================================================== {IF DOWNGRADE OR UPGRADE}.

Just to set expectations, you may experience slight service interruption since we've change your TV/Broadband/Phone service, your new services will take effect on the date we agreed. Just to confirm if you do choose to downgrade/upgrade in future all you have to do is give us 30 days notice to make the change..

Got it! 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. Its really simple, and you can recommend as many people as youd 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 refer-a-friend programme?

======================================================== Perfect! You will receive a confirmation email in the next couple of hours.

Just in case you have an O2 SIM connected to your media account with us, please be reminded that your O2 SIM will remain unchanged. If you would like to make any amendments, kindly contact O2 through https://www.o2.co.uk/contactus

If you do not have an O2 SIM, please disregard this message.

For any queries or help you may need in the future, please visit virginmedia.com/help. To manage your account in the future, you may visit this link: virginmedia.com/myvirginmedia where you can register or sign in your My Virgin Media account to view your bills, make a payment, setup a direct debit and much more..

Everything has been arranged for you now. Whilst we're still connected, is there anything else that I can assist you with?

We value your feedback, again my name is XX, please take a moment to complete our survey based on how I assisted you today. Take care XX. 👋

{IF THE CUSTOER KEEP SAYING THAT SHE WANT TO CALL}

I do apologize as we are only assisting via Live Chat platform, and we are unable to arrange a call back.

If you prefer to talk to us via Phone Call, you can reach us directly at this number. : 0345 454 1111 or 150 from your Virgin Media home phone.

=========================================================

{DISCONNECTION} 30DAYS

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

Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the X, X, and X 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.

Thanks for clearing the security checks!

It seems that the characters of the password did not match. Can you please double-check and try again?

The password did not match. 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.

ASK GENERAL 1

Can you confirm the email address registered on the account?[EM] Can you confirm the mobile number registered on the account? Which package do you subscribe to?[ VS]

2 FINANCIAL

Can you confirm the last 4 digits of your bank account?[MP] What was your last bill value?[57] When is your next bill due?[BE] Which date does your direct debit usually come out of your account?[CB] Thank you for answering those questions. Let’s now reset your password.

Thanks for clearing the security checks! For quicker authentication of your account next time, it would be good to reset your password while we have you today. Would you like to update this now or later?

{IF YES} Great! Can you please provide the serial number that is on either your Hub or TV box so that we can reset your password from here?

{IF NO} That's fine. Here are the steps on how to update your account password:

Log in or register in My Virgin Media
Go to update settings, select account details and look for "Telephone Security Details and select Edit"

The password will be updated within 24 hours.

Could you please confirm if the email address and mobile number registered on the account is up today?

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?

Thanks for clearing the security checks! I understand that you are planning to disconnect. Can you please provide us the reason of your cancellation?

Leaving to join another provider
Looking for cheaper deal ========================================================

Understood. Could you please confirm the following details so I can provide you with the appropriate next steps for your request?

I'm in the process of switching to a new provider.
My new provider has installed my new services. ========================================================

Please, can you confirm if you or anyone in the household has active sim card with O2?

Amazing! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc.

Thanks! Can I take the O2 mobile number, please?

Got it. Allow me to review your account. One moment.

CHANGE OF BILL Thanks for waiting! Upon checking here the contract you have agreed is on 27th of June and this is for 18 months contract, which means the contract will end on 27th of December. The price will be going to standard price since the contract will end. What I will do is check a cheaper offer for you. Please, can you confirm if you or anyone in the household has active sim card with O2?

Thanks for waiting. Whilst I'm in the process of finalizing your request I've seen offers that you might want to consider. Here are the details:

Option 1: For just a total of £31per month (£62 for your media and £5 for the O2 SIM) on a new 24-month contract, you’ll enjoy 350 Mbps, which is great for your usage, and 4GB O2 SIM, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies.

Option 2: For just £26 per month on a 24-month contract, you’ll receive 350 Mbps internet,

Let me know what you think?

As a result of you closing your account with us, we will require your Virgin equipment back. We will send you our pre-paid packaging for you to return the Virgin Media equipment. Once the equipment is packaged up, please affix the returns label and take it to your local Collect+ point, you can enter your post code here to find your nearest point: https://www.yodel.co.uk/store-locator

If you do not return your equipment to us, you may be charged an estimated amount of £40 as a replacement cost for all item not returned.

In case you didn’t receive the return kit in 10 days, kindly visit this link to request another one: https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack.

Upon checking your account, I've seen offers that you might want to consider. Here are the details:

For just £26 per month on a 24-month contract, you’ll receive 350 Mbps internet,

Let me know what you think?

Thanks for waiting. Whilst I'm in the process of finalizing your request I've seen offers that you might want to consider. Here are the details:

Option 1: For just a total of £88per month (£73 for your media and £15.00 for O2 sim) on a new 24-month contract, you’ll enjoy 1GB Mbps great for your usage, along with 230+ TV channels which include Sky Sports HD and Sky Cinema HD channels with 11 extra popular Kids channels📺 and Netflix with ads that lets you stream on 2 devices at the same time in Full HD and Anytime Chatter landline services! Additionally, this package includes an Unlimited Data O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies.

Option 2: For just £73 per month on an 24-month contract, you’ll receive 1GB Mbps internet, 230+ TV channels which include Sky Sports HD and Sky Cinema HD channels with 11 extra popular Kids channels 📺 and Netflix with ads that lets you stream on 2 devices at the same time in Full HD and Anytime Chatter landline services! This package is also suitable based on your account usage.

script

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

Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the 3rd, 5th, and 8th 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.

Thanks for clearing the security checks!

It seems that the characters of the password did not match. Can you please double-check and try again?

The password did not match. 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.

Can you confirm the email address registered on the account?[EM] Can you confirm the mobile number registered on the account? Which package do you subscribe to?[ VS]

Can you confirm the last 4 digits of your bank account?[MP] What was your last bill value?[57] When is your next bill due?[BE] Which date does your direct debit usually come out of your account?[CB] Thank you for answering those questions. Let’s now reset your password.

Thanks for clearing the security checks! For quicker authentication of your account next time, it would be good to reset your password while we have you today. Would you like to update this now or later?

{IF YES} Great! Can you please provide the serial number that is on either your Hub or TV box so that we can reset your password from here?

The password will be updated within 24 hours.

Could you please confirm if the email address and mobile number registered on the account is up today?

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?

Thanks for clearing the security checks! 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?

Amazing! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc.

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.

Let me know what you think?

Awesome! Please stay connected as we will need your consent through email or SMS before we can completely change the package.

There is a pending payment of X due on DD/MM/YYYY.

That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX, Please take note of this for your future reference.

======================================================== Perfect! You will receive a confirmation email in the next couple of hours.

If you do not have an O2 SIM, please disregard this message.

Everything has been arranged for you now. Whilst we're still connected, is there anything else that I can assist you with?

We value your feedback, again my name is XX, please take a moment to complete our survey based on how I assisted you today. Take care XX. 👋

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

Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the X, X, and X 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.

Thanks for clearing the security checks!

It seems that the characters of the password did not match. Can you please double-check and try again?

The password did not match. 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.

Can you confirm the email address registered on the account?[EM] Can you confirm the mobile number registered on the account? Which package do you subscribe to?[ VS]

Can you confirm the last 4 digits of your bank account?[MP] What was your last bill value?[57] When is your next bill due?[BE] Which date does your direct debit usually come out of your account?[CB] Thank you for answering those questions. Let’s now reset your password.

Thanks for clearing the security checks! For quicker authentication of your account next time, it would be good to reset your password while we have you today. Would you like to update this now or later?

{IF YES} Great! Can you please provide the serial number that is on either your Hub or TV box so that we can reset your password from here?

The password will be updated within 24 hours.

Could you please confirm if the email address and mobile number registered on the account is up today?

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?

Please, can you confirm if you or anyone in the household has active sim card with O2?

Amazing! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc.

Thanks! Can I take the O2 mobile number, please?

Got it. Allow me to review your account. One moment.