Opening Script

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

You are very much welcome! However, I should be the one expressing gratitude for your kindness and patience during our conversation.

It’s been lovely speaking with you today. We value your feedback, again my name is Christie, please take a moment to complete our survey on how I assisted you today. Take care and thank you for your time, Daniel. 👋

Thank you for contacting us today. We value your feedback, please take a moment to complete our survey on how I assisted you today. Take care and thank you for your time. Helen

In the meantime, Can I have your complete name and just to confirm, am I speaking with the account holder?

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 your patience and clearing the security checks. Just to confirm, , is that correct?

Thanks for your patience and providing your information. Just to confirm, , is that correct?

I understand that and sad to hear that you wanted to cancel your services. If I may ask, when do you expect to move out?

We're currently undergoing a maintenance update, but please feel free to chat with us again to look for available deals. All clear so far?

That's the best place for you to get help on this and the team will talk you through it all. In the meantime, would there be anything else I can assist you with aside from this?

For any inquiries or request regarding payments, please reach out to our general hotline at 0345 454 1111 to be redirected to our Billing Department.

Please provide the following information so we can update our system: • best mobile number • email address

I understand that. if you are looking for a compensation on not having the services, you need to get in touch to our Faults department as they will check your internet and TV issues and once it will be verified, they will apply a compensation in your account. All clear so far?

For any inquiries or questions regarding the installation of your services, please reach out to 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.

Thank you for getting in touch! I'll be glad to check the status of your order.

Sure, more than happy to help!

No worries, let me help you with your concern

More than happy to assist you today!

Thanks for letting us know. Let's find the best solution for you!

We hear you on that, we love to process any of your request right now, but we already reach the limit of trying to access your account right now.

Just to set your proper expectation that you will be affected with the price rise this coming April 2027 amounting for £4 and another £4 on April 2028. Are we clear so far?

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?

Good question for that. Just to set your proper expectation that you will be affected with the price rise this coming April 2027 amounting for £4 and another £4 on April 2028, for VM services and £2.5 from April’s bill 2027 and a another £2.5 from April's bill 2028 for the O2 Sim. All clear so far?

As you are requesting to remove your Phone/TV, a 30-day notice applies, and the disconnection will be on 12/03/2026. This means that the new contract will start on the same day your other services are disconnected. Is everything clear so far?