Opening Spiels: Hi there, you’re now chatting with Zyndrek. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊 Thanks for waiting. No worries, let me just verify the details you provided earlier, one moment please. Thanks for waiting. Can you please confirm if I'm chatting with the account holder? By the way. May I have your name please? Thank you for waiting. May I have your postcode and house number, please? Thanks for waiting, I can see that you shared your email address and mobile number with the BOT earlier. Can I just confirm if these are still your updated details? Thanks for waiting and providing information.inquiring about your bill. Give me a minute to look into that for you. Thanks for waiting and providing information. I see that you are planning to disconnect Give me a minute to look into that for you. and offer you the best offer  Thanks for waiting and providing information. I see that you are looking to change your package / planning to disconnect / inquiring about your bill. Give me a minute to look into that for you. By the way, just to confirm, are you looking to keep the same services or change your package? Thanks for waiting and providing information. I see that you are looking to change your package Give me a minute to look into that for you. By the way, just to confirm, are you looking to keep the same services or change your package? Thank you for waiting. Based on our system, your contract will end on 2/4/26. Your current package includes XGS 350 Mpbs, the total monthly cost is £75.95. Thank you for waiting. Based on our system, your contract will end on. Not show Your current package includes BB XGS 1GBThe total monthly cost is £32.84. Do you have any requests regarding your account, or would you like to keep your current package? I understand. Let me try to offer you the best discounts and a lower price. Thanks for sharing! 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. 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 your patience. I’ve put together a package using the best discounts currently available to match your needs. Option 1: For a total of £X per month on a 24‑month contract, you'd receive XX Mbps broadband, XX TV channels, and XX landline service. This package is well suited to your current usage. Option 2: Alternatively, you'll get our supercharged package for just a total of £x per month (£x for your media and £x.00 for O2 sim) on a new 24 months contract, you'll enjoy the upgraded internet speed from xMbps to xMbps, XX TV service, and XX landline service. Also, this package includes a 4GB data O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. This option gives you additional value compared to the option 1. Let me know what you think? I understand, Let me double check your account to offer you the best discounts one moment please. Thanks for waiting, I have good news I’ve put together a package closer to what you’re after with the best discount available right now. Here’s what I can offer for £55, 24 months contract same package that your currently using Happy to proceed? ======================================================== Spiel for The Best Offer: Thank you for waiting. I have good news for you — based on our system, the best offer I can provide right now is £86. The package includes Max Volts  • 2 GB Cable • Mega Tv 200+ Channels  • Netflix with ads • Unlimited O2 Sim • TNT Sports  • Sky Sports  • Cinemas   ======================================================= Spiel for Deals Online: The deals that you're looking at online are promotional deals available to the customers joining Virgin Media for the first time. Please do understand that we do have different deals for new customer like what you had before when you first joined us. We ensure that our existing customers get great discounts as part of saying thank you for keeping us, as your provider to avoid also paying the Standard price of the package.  ======================================================== The Option 1 is highly Recommended: Thank you so much. Based on what you’re looking for, Option 1 is definitely the best choice — it can double your internet speed, and I highly recommend it if you want a faster, smoother experience. Highly Recommend recontacting because of the Price rise:  Great question. There is a price increase coming in April, which is why I strongly recommend recontracting now. By switching to a new 24‑month plan, you’ll avoid that price rise completely. ======================================================== NON-PAY DISCONNECTION: It seems that there is an outstanding balance of £XX to your account that needs to be settled before we can make any changes. Would you be able to make payment now? No, I don’t want to/Why do I need to pay now? It’s a must to settle the balance for us to be able to make changes. You may chat with us again later once it’s settled. Would there be anything else I can be of help aside from this? ======================================================== For Copilot.com: Translate in English with grammar correction and make it professional and emphatic removing " " ======================================================== Lower Cost package: I understand that you’d like to lower the cost of the M500 package even further. The standard price for this package is £72.00, today you can get it for just £30.00 per month on a new 24‑month contract. Plus, if you renew today, you won’t be affected by this year’s annual price rise in April. Your first £4.00 annual increase would only apply in April 2027 . The annual price rise applies to all major providers across the UK. How does that sound to you? ======================================================== For Wifi Pods: Perfect. As you’re interested with ordering our Wi-Fi pods, kindly visit this link ttps://www.virginmedia.com/help/how-to/broadband/order-wifi-pods or you may contact us at 0800 064 3836. Just choose the options to talk about your existing broadband account! All good? ======================================================== Contacts Department: YODEL-0844 755 0117 NHB- 0800 073 7100 SALES- 0800 064 3815 RETENTIONS- 0800 952 2277 PIC-0800 0521 734 QUOTA ESC-0800 073 1132 CUST CARE-0800 064 3840/0800 052 0391 RAF/CALL BACK- 0800 052 2101 BUSINESS- 0800 953 0180 MOBILE CUST CARE-0345 6000 789 WAYLEAVE-0800 052 0640 MATES RATES-0800 052 0705 FIELD SUPPORT-03330 005 925 WEB EXCEPTIONS TEAM- 0800 052 7588 SIMPLIFY DIGITAL- 0800 052 4704 CHF -0203 706 0570 03451424444 - COLLECTIONS / BILLING 0333 000 5925 - FAULTS DEPARTMENT 0345 142 4444 - COLLECTIONS / BILLING 0344 809 O2O2 - O2 Department 0800 052 0640 - MOVERS DEPARTMENT 0345 600 0789 - MOBILE CARE 0333 000 5925 - VM CABLE Digging & Construction 0800 052 5738 - Field Support team 0800 952 2277 - Retentions 0800 052 1734 - PIC 0800 073 1132 - QUOTA ESC 0800 064 3840 - CUST CARE 0800 052 0640 - WAYLEAVE 0800 052 0705 - MATES RATES 0800 052 7588 - WEB EXCEPTIONS TEAM 0203 706 0570 - CHF 0800 953 9500 - QUICKSTART 0345 454 5926 - CX RECOVERY TEAM YODEL- O)844 755 0117 O ======================================================= Closing Spiel: We value your feedback, again my name is Zyndrek, please take a moment to complete our survey based on how I assisted you today. Take care Ryan. 👋 ======================================================== TRANSFER TEMPLATE: Where to transfer: WM Cable XXXX team with TM approve Reason:  CID:   Offered anything: N/A Name of the customer:  ======================================================== The phone number or email you entered doesn’t match what we have on the system: Thanks for clearing the security checks through bot. 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? ======================================================== If the customer have a O2 sim: If you already have an O2 SIM as part of your current Virgin Media package, that will stay exactly the same and continue as normal with your existing payments. The offer I’m giving you today includes a new O2 SIM as part of the renewal process. You also have the option to transfer your current O2 SIM number to the new one I’m offering right now if you prefer. What do you think? ======================================================== Which do you prefer: Yes, that’s correct. Which option would you prefer? ======================================================== Sky Atlantic Spiel: Since you’re trying to access Sky Atlantic, I just want to let you know that this channel is only available on the Virgin TV 360 box. Your current V6 box doesn’t support Sky Atlantic, which is why you’re unable to view it. The good news is that you can upgrade to the TV 360 box, and once that’s done, you’ll be able to watch Sky Atlantic along with all your other channels. Would you like me to help you with upgrading your box? ======================================================== Not the account holder: Thanks for sharing, I apologies for the inconvenience that has caused you today. However, as much as I would love to assist you as the information you've provided does not match on our system. For security purposes we can't disclose any information without clearing the security check. In the meantime, can you please reset your password through your virgin app it will take 24 hours to be updated on our system ======================================================= Customer wants back spiel: Understood but just to let you know, applicable discounts changes from time to time. The offers I made above might not be arranged by the next representative by the time you reach us out again since the offers are only available today. While we're still connected, you may take this time and review the offers while it is still available. ======================================================== We will look elsewhere for a better deal: Thanks for sharing me that. Offers like this don’t stay available for long, and I’d love for you to take advantage of it while it’s still here. May I know how do you wish to proceed? ======================================================== Transfer chat template: Thank you for completing the security checks. Is there anything else I can assist you with today. ======================================================== Price rise: Just a friendly reminder: Virgin Media, like many providers, has an annual price increase of £4 every April. If you decide to renew your services today, the Annual price increase in your account will take effect next year. Are you good to go? ======================================================= O2 reduce price  I understand that you don’t need an O2 sim, however it is part of the bundle that I offered, combining your broadband with an O2 sim, this will give you more value for money, boost your broadband speed and give you more mobile data each month. You can use this O2 sim as your back up plan or give it to your relatives, the main reason why I added it to the package because it can help to reduce the price package, and I want you to save money as well. ======================================================== CJM Template  Thank you for being a loyal customer with us Dorothy, we appreciate you sharing the information regarding the recent experience that you have gone through, while you are trying to follow up your cancellation .   I completely understand how frustrated you must be; however, this is not the kind of experience that we would want our customers to go through. We understand that you want to cancel your contract without any termination fee. We would be happy to do so, however we need our technical team to check first your connection  and we need a confirmation that we can no longer provide the service that we promised to. This is why  we highly recommend to arrange a technician visit first. As we go through to your account no technical or faults issue has been raised apart from the recent upgrade/changes that we've made.  You can also choose to have a look at our website at www.virginmedia.com/help for more information. For any further assistance we would request you to contact our customer care team on the below mentioned number. We appreciate the time and patience you have invested in writing to us, we are looking forward to help you at the earliest. Stay safe, Take care. ======================================================== If no discounts on the discover: We'd love to keep you as one of our customers but this is the best deal available at the moment , do you want keep the same services or would you consider the above options? Upon checking your account, we’ve noticed that you are currently getting significant savings with your package. 😊 Considering the XX months 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? If we are to renew your current package right now the price of the bundle is for £77.75. ======================================================== Whitin contract: I understand, Upon checking your account, we’ve noticed that you are currently getting significant savings with your package. 😊 Considering the 18 months 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? ======================================================== Downgrade: I completely understand. Just a heads up if you do choose to downgrade in future all you have to do is give us 30 days’ notice to make the change. However, I’d strongly recommend keeping the same package so we can maximize the discounts available on your new deal. The price has already been trimmed down on that package. Our offers changes from time to time so it's recommended to secure this amazing deal which will give you a lot of savings. What do you think? ======================================================== Billing: Thank you for bringing this to our attention. As much as I would love to assist you on that. However, we have a limited tool for that. What I can do for you is to provide you with our hotline number 0345 142 444. Rest assured that they are the dedicated department that will assist you further on the concern. In the meantime, is there anything else I can assist you with? ======================================================= Retention voice: Thank you for bringing this to our attention. As much as I would love to give you a call. However, as you are through our messaging platform. What I can do for you is to provide you with our hotline number of 0800 952 2277. In the meantime there’s anything I can assist you with? ======================================================= Closing Speil: Just checking to see if we're still connected? We haven’t heard from you in a while. Is everything okay? It appears you have left this chat session as I have not received a response. For further assistance, please re-join chat at a more convenient time where we will be happy to help. I will now end this chat session and please take a moment to complete our survey based on how I assisted you today. Have a great day.👋 ======================================================== DPA Questions:  May I know what is the email address registered on the account?a May I know what is the mobile number registered on the account? Perfect! May I know what was your last bill value including pence? Thanks! Please base your answers on the email I've sent you, which contains your billing information. May I know when is your next bill due? Thanks! Can you confirm the last 4 digits of your bank account number? Alright. Which date does your Direct Debit usually come out of your account? Thanks! May I know when is your next bill/payment due? ======================================================== Transfer Billing collection team  Thank you for sharing and I hear you on that. What I can do for you is to provide you with our hotline number of billing department 0345 142 444. Rest assured that they are the dedicated department that will assist you further on the concern. In the meantime, is there anything else I can assist you with?