https://support.warning.cx/ https://medialess-prod.omningage-vmo2.cloud/#/home/agent ---- AI summary couldn't be generated for this contact. This may be due to a temporary issue. If the issue persists, please contact support. ---- https://forms.cloud.microsoft/Pages/ResponsePage.aspx?id=NKgyNvN-DkOnoY-FVAiCJPtlIgIccSdFsRZe6iat2YZUOUhWVVZWNUlaUVlRNDVBU1czOTE1RTdRRC4u ------ https://deepai.org/chat#ec78ffb2-4d21-4eef-a98f-28d65e82a786 ---- Thank you for sharing your concerns with me. I understand that you’re looking for a better deal. The offer you see online is a new customer promotion. While I understand you want me to match that price, please note that the deal you're requesting is exclusively available to new customers and may not be suitable for long-term use for existing customers. As an existing customer, there are many available discounts and benefits tailored for you. The offer I’ve provided includes loyalty discounts, the best broadband speed, and no hidden fees. Our goal is to deliver lasting value, not just short-term savings. Would you consider accepting this offer? ----------- I understand your hesitation, but rest assured that once the conversation is over, the details you have provided will be automatically deleted, and your information will be kept secure. ------ I understand your perspective. Just to give you an idea, in order for your account to have this package for only £XXX per month, an O2 SIM is essentially needed and the cheapest O2 SIM we have here is £5 a month. Additionally, taking off the sim removes those extras such as speed boost and perks like O2 priority. No worries, it's completely fine if you don't use the O2 SIM. Simply keep it in to take advantage of the best price. The total cost is £XXX per month for 24 months contracts. What do you think? ------ As you're experiencing a downgrade in your services, the activation date for your new service will be set within 30 days. This will also mark the disconnection date for some of your services. Are you okay with this, or would you prefer to activate it on an earlier date? ------ You can choose not to have a Spend Cap, or you can choose to have a Spend Cap set at £0, £5, £10, £15, £20, £30, £60, £100 or £200. ---- I'd like to endorse our Collections department who can offer you further supporting in paying your Virgin Media bills and managing your account. You can get in touch with our Collections team on 0800 052 2620 from any phone. Our team's available from Monday to Friday 8AM to 8PM and on Saturday from 8AM to 6PM. ------ REMOVE SERVICE I understand. As part of the terms and condition, you need to provide us 30-days' notice prior to the disconnection of your services. You can check our Legal Terms and Conditions on this website https:/www.virginmedia.com/legal Click>>Terms and Conditions - TV, Fibre, Phone (from 1 May 2023) In addition to your right to cancel during the cooling off period, either you or we may end this agreement at any time (including during or at the end of any minimum period) by giving the other 30 days` notice. By the way, this work or der requires 30 days since we are removing your landline, but I can make it effective within 24 hours. If you chose 24 hours, then your new contract will be applied soon as well but the TV and landline will be disconnected tomorrow as well. How do you wish to proceed? --------- Yes! Don't worry, I've found many cheaper deals since you're a loyal and valued customer. I've already explored all possible discounts for you. ------- If you choose the option with the O2 SIM as it unlocks some great extras with Virgin Media + O2 * Boosted broadband speeds + WiFi guarantee with up to 3 free WiFi Pods if needed * Double mobile data on eligible O2 plans * Inclusive O2 Travel at no extra cost * Extras from O2 like Disney+ or Amazon Prime (for 3–24 months, depending on your plan) * O2 Priority perks with exclusive deals and experiences What do you think? ------ MOVERS OPEN SPILL Hi xx, you’re now chatting with Bien. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊 CLOSE Thanks for chatting with me today. We'd love your feedback, so please complete our survey. Take care and have a great day 😊👋 It's been lovely chatting with you today. We'd really appreciate your feedback, so please take a moment to complete our survey about the support you received today. Thanks for your time, Mr. Richard, and have a great day! 😊👋 It's been lovely chatting with you today. We'd really appreciate your feedback, so please take a moment to complete our survey about the support you received today. Thanks for your time, Ms. Natalie, and have a great day! 😊👋 --------- It’s my pleasure to assist you today. we value your feedback. My name is Bien. Please kindly take a moment to complete the survey regarding the assistance I provided. Take care and have a great day, Mr. XX. 😊 👋 It's my pleasure to assist you today, we value your feedback, again my name is Bien, please take a moment to complete my survey based on how I assisted you today. Take care and have a great day Ms. XX. 😊 👋 ------- INTRO Hi xx, you’re now chatting with Bien. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊 -------- TRANSFFERED Hi xx, you’re now chatting with Bien. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊 ----- Appreciate your patience. Can you please provide your full name and if I'm chatting with the account holder? ------ May I please have your full name so I can address you properly? --------- May I have your post code address? ---------- CUSTOMER IDLE I don't mean to rush you. But I'm just checking in if we are 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. 👋 --------- Virgin media dissatisfaction 28 million “We’re committed to giving our customers great service and apologise to the small proportion who experienced an issue in the past. We have since transformed our customer service, addressed the issues raised by Ofcom, and today we’re the least-complained-about broadband provider.” ------- EMPHATY & APOLOGIES ------- We’re sorry for the inconvenience this may have caused, and we truly appreciate your patience. ------- Thank you for bringing this to our attention. I’m really sorry for the inconvenience this has caused you. I understand how frustrating this must be, and I truly appreciate your patience while we work to resolve it. ------- I sincerely apologize for the delay. I understand how valuable your time is, and I’m sorry we didn’t meet your expectations this time. Thank you for your patience I'm here to help get this sorted as quickly as possible. ------- I’m very sorry for the mistake on our end. I completely understand your concern, and you’re absolutely right to expect better. Thank you for giving us the opportunity to make this right. -------- I’m sorry to hear about your experience that’s certainly not what we want for our customers. I understand how disappointing this must be, and I appreciate you letting us know so we can address it. ----- I can completely understand why this situation is frustrating, and I’m truly sorry for the inconvenience it’s caused. Your experience matters to us, and I’m here to help resolve this as smoothly as possible. ------- Thank you for your understanding. I truly appreciate your patience, and I’ll make sure we do everything we can to prevent this from happening again. -------- 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? --------- Since we are removing your landline service, it would take 30 days for the new deal to take effect. However, I can have it to be effective after the next 24 hours. Let me know which do you prefer? ------- Good stuff! I am almost done manually inputting the new order for you. Please bear with me for a moment. ---------- ONE LAST SHOT I'm really saddened to know that you are planning to leave us. We value all our customer. Give me one last shot to keep you. Would that be okay? ----- No worries, we will respect your decision. If you don’t mind me asking, may I know the offer you would like to think about so I can fully note it on your account? ------- Got it, XX! I understand you are looking to reduce the price of your package. Is that correct? You are our valued customer, and we certainly don't want to lose you. How about we check for a new promotion tailored to your needs? ---- Thanks for confirming, XX. No worries, I will do my best to find the best and cheaper deal available in your account. Please, can you confirm if you or anyone in the household has active sim card with O2? ------- EDF (HOW DO YOU CALCULATE MY EDF) Early Disconnection Fees vary between customers as the calculation of how much is charged depends on the services that you have, how much you pay for those services (including any discounts or offers), and how much of your minimum period remains for each service. Therefore, the charge will be different for customers, even if services are the same. All clear with this? 👍 ------------------------- GENERAL AND FINANCIAL QUESTION May I know what is the email address registered on the account? May I know what is the mobile number registered on the account? Perfect! May I know what was your last bill value? Got it. 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? --------------------------------- Appreciate that. For security purposes, we need to be certain. May I know your final answer please? My apology, I do really want to assist you today, but we cannot proceed assisting you today because we failed the Security Check. Rest assured that after updating your password we'll be more than happy to assist you further at that time. We value your feedback, again my name is Dominic, please take a moment to complete our survey based on how I assisted you today. Take care, XX. 👋 Let me take a quick look at your account. You’ve been with us for a reason, and I want to make sure you continue getting the best value possible. ----------------------------- HOLD SCRIPTS Let me take a moment to review your account and see what exclusive deals or upgrades we can offer you today. I want to make sure you’re getting the best possible value. Thank you! One moment while I check the available deals for you. Thanks so much for waiting! I’ve got an update for you. Apologies for the wait, I’m doing my best to secure something that truly matches your needs. Please stay connected. Thanks for your patience. I’m still working on it. Just need a bit more time to finalize the best bundle for you. I’m still here, just digging for the best possible offer for your account. I appreciate your patience. I’m actively working on this for you. Thank you for your patience. I’m going to place you on a brief hold while I check that information for you. This should only take a moment. If it’s okay with you, I’ll place you on a short hold while I look into that. I’ll be right back with an update. I need about two to three minutes to verify this for you. May I place you on a brief hold? Thank you so much for holding. I’m still working on this for you and appreciate your patience. I’ll be back shortly. I’m currently completing your order manually in our system, which may take a few moments. I appreciate your patience while I ensure everything is entered correctly. Your order is being processed manually to make sure all details are accurate. Thank you for waiting—this helps us get it right the first time. I need few more minutes to look into this. Please bear with me. 🙂 Just give me a second whilst I look into what I can offer you. 🙂 One moment please, I'm still looking for a deal. 🙂 Just give me a second whilst I look into what I can offer you. 🙂 Please bear with me whilst I get the best response for you. 🙂 I understand you have questions about your bill. I'll be happy to check on that for you. I would be glad to help you with this. Give me just a minute while I figure this out for you. It's perfectly understandable that you're upset about what has happened. I will make sure to get this sorted out as soon as possible. Your satisfaction means everything to us. Have we covered everything that you wanted to discuss today? I can see how the situation would be frustrating. Allow me to help you in getting this resolved. I can understand why you feel upset, and we will work toward fixing this situation for you. I can imagine how frustrating that must be. Let me see what I can do to rectify the problem. I am personally going to take care of this for you. I appreciate you bringing this to our attention so that we can deal with this immediately. Thank you for getting in touch about this. Let me see what I can do to get this sorted out. I hope that you'll consider this an isolated incident and give us another opportunity to serve you better. I can imagine why you feel that way. It’s not our intention to confuse you, please allow me to clear things up. ------------------------- I totally understand that and I apologize for that to happen. As a compensation I will offer you a same package with a cheaper price. I understand the price has already been trimmed down on that package. I'll be happy to add an exclusive discounts of £26 on top of my offer which is not available anywhere. Just to set you a proper expectation it is the same package that you currently have the reason why I want to give you this new contract is to help you save up your money. ------------------------- APOLOGY Sorry to hear you're having trouble with your services. Allow me to help you in getting this resolved. I totally understand how that would be frustrating. No worries, we'll get that sorted out for you. Not a problem with that, let me do everything here on my end to assist you further with regards to this concern of yours. It would be a shame to lose you as one of our valued customers but no worries, let me pull out your account really quick and check what your option are. That's too bad. Let's get down to the bottom of what's going on here. No problem, I can help you with that! To get started, do you have your virgin media account number to hand? Thanks for letting me know. Let me investigate your account to see if I can resolve this for you. Do you have your virgin media account number please? Kindly accept my apology for all the hassle that you've been through from this simple request. I'll make sure to resolve this once and for all. I can't imagine how upsetting it is for you. I'm also a customer, definitely I will feel exactly the same if I were in your shoes. Let's work out this together. I'm really saddened to know that you are planning to leave us. We value all our customer. Give me one last shot to keep you. Would you mind may I know the reason why? I can definitely help you to book the disconnection on your account today. Although, my main concern is your convenience. I don't want to leave you hanging without any service to use. As we all know connectivity is a must now a days. ------------------------ EMPHATY I understand you have questions about your bill. I'll be happy to check on that for you. I would be glad to help you with this. Give me just a minute while I figure this out for you. It's perfectly understandable that you're upset about what has happened. I will make sure to get this sorted out as soon as possible. I am personally going to take care of this for you. What I’m going to do for you is Thank you for your patience, XX. As per checking Your satisfaction means everything to us. Have we covered everything that you wanted to discuss today? I want to thank you for taking the time to speak with me today. I can see how the situation would be frustrating. Allow me to help you in getting this resolved. I can understand why you feel upset, and we will work toward fixing this situation for you. I can imagine how frustrating that must be. Let me see what I can do to rectify the problem. I am personally going to take care of this for you. I appreciate you bringing this to our attention so that we can deal with this immediately. Thank you for getting in touch about this. Let me see what I can do to get this sorted out. I hope that you'll consider this an isolated incident and give us another opportunity to serve you better. We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our management team. I can imagine why you feel that way. It’s not our intention to confuse you, please allow me to clear things up. ---------------------------- Thanks for sharing this. We're saddened to know that you want to close your account because of better deal. We'd love to keep you as one of our customers. Can you please tell me the package you want from other provider? Let's see if we can match it. OHT I completely understand. Pricing is a major factor when making a decision. It’s totally fair to compare options, and many of our customers do the same before realizing the full value we offer. I appreciate you bringing it up. It’s completely understandable to notice the difference between introductory offers and existing customer plans. Our new customer offers are designed to help people get started and experience our service firsthand. They’re short-term introductory rates that come with limited features or timeframes. I can see that a package was previously offered to you, and I’ve taken the time to fully review your account. Based on what you currently have, I can confirm that this is already the best and most competitive offer available while keeping your services exactly as they are. Before we make any final decisions, would you be open to either accepting this offer or exploring some adjustments to your services, such as removing certain channels, downgrading or upgrading, or tailoring the package to better suit your needs and budget? OHT I understand you on this, but I'd strongly recommend keeping the same package to maximize the discounts we can apply on the new deal.️ I’ve already tried everything I can and applied all the discounts available for you to have the best deal. Just so you know, this is the best deal we can give, changing provider can be a bit of hassle sometimes, do you want to continue to cancel your services, or would you consider my offer? I understand that you want me to match the price that was offered to you by XX. However, I assume that the package that was offered to you was a new customer deal, just like what we offered to you when you first joined to us with cheaper and affordable price to encourage you to try our services. In addition to that, we have different set of discounts to our valued loyal customers like you. Just so you know, this package originally cost £XX but we managed to lower it dowfn to £XX using the available discounts on your account. How's that for you? Just to be honest with you, I was surprised when I checked your account for a deal because this is the cheapest price, I have encountered on this package considering that you are an existing customer. No problem, XX. But just to let you know, I applied my discount on that package so I cannot guarantee that once you consider my offer with another agent, they would find it hard to match it. I can wait while you make your decision. Does that work for you? I know this decision isn’t easy, and a lower price can be really tempting. My goal is simply to help you keep a service that works smoothly, without interruptions or extra delays from switching. The offer I shared was put together with that in mind and includes all available discounts. Would you consider this option instead? The offer I have provided you now includes loyalty discounts, the best broadband speed and no hidden fees. We always aim to provide lasting value, not just short-term savings. Would you consider taking this offer? --------------------------------- PRICE INCREASE You will be impacted by the price increase on April 2027 which is £4 and £4 on April 2028. No worries, we always send notification 1-2months before the price increase takes effect together with a set of choices you can take advantage of. All you have to do once you receive that notification is to contact us so that we can assist you further. PHONE NUMBER OF OTHER DEPARTMENT'S. ________________________________________ 0333 000 5925 - FAULTS DEPARTMENT 0345 142 4444 - COLLECTIONS / BILLING 0344 809 0202 - O2 Department 0800 052 0640 - MOVERS DEPARTMENT 0333 000 5925 - VM CABLE Digging & Construction 0800 052 5738 - Field Support team 0800 952 2277 - Retentions 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 0800 052 2525 - Tele sales ___________________________________________