CALL FLOW.  Opening Speil: Hi there, this is _____ of Virgin Media Retentions. May I know your full name please? Perfect! Can I call you by your first name? Great! Am I speaking with the account holder? incase our call get disconnected; may I have the best number to call you back?  DPA if already passed: Amazing! Thank you for going through our automated system as I can see that you have passed our security questions. While waiting for your account to load. Can I have your updated contact number and email address? thank you, Okay, we now have access on your account, how are you ______ and how can I help you today? DPA if not yet passed: Brilliant! Before we proceed, I will need to confirm some security details for me to have full access on your account. Do you remember your memorable word? Okay, Perfect! From your memorable word, can I have the first character please? Thank you. How about the second character? Noted on that and the third character please? If correct: Perfect! While waiting for your account to load. Can I have your updated contact number and email address? If incorrect: It seems like few characters are not matching with what we have, would you like to try again? okay, from your memorable word, can I have the first character please? Thank you. How about the second character? Copy that and the third character please? If it is still incorrect: some characters are still not matching with what we have ----- so I'm going to ask you some security questions  DURING DPA SECURITY CHECKING: should limit the attempt into 2 and if it still incorrect the account will be account  Two types of questions general question-2 incorrect answers will result to DPA Failed  General Questions - 1 questions  1. what is the email address registered on your account - thank you  2. what is the mobile number registered on your account  3. package subscription questions regarding financial 2 1: what was your last bill value? - Okay  2: when was your last bill due date? - copy that  3: the last 4 digit of their bank account number? 4: when does your direct debit usually come out on? (They need to get 2 correct answers) and can proceed to successfully access the account. email, contact number and package subscription  the customer should at least answer 1 general and 2 financial  IF DPA approved through security questions  the client will be asked: to reset memorable word.         to reset the MW of the client, ask for serial number of any equipment they have  IF SPEAKING WITH THE THIRD PARTY Ask 3 random characters and will still have a second attempt. Never ask security questions to a Third party. ask if the Account Holder around. if we can't get a hold of AH, it will be the of the conversation  If the AH is available, you can proceed.  if they have power of Attorney send details proving their power of attorney via email 10 days before calling again. If still incorrect: Ask security questions. 1 correct for General and 2 correct for Financial. If answers are correct: Perfect! We now have access on your account (For easier access next time. Would you like me to update your memorable word on the account?) Thanks. Can I have your updated contact number and email address? After DPA: How can I help?   Scenario 5: I want to cancel my account. thank you for the note, it's sad to hear that you are considering to cancel your account with us, may I know your reason why? thank you for letting me know your reason and thank you for calling us and for letting us know about cancelling your account with us, (I appreciate that you contacted us first before making any decisions) I can assure you that we can offer you (cancelling process can be stressful and I understand that you want) the best deals that will suit your needs and is also good worth of your money, as a consumer myself, I would also call customer service to help me with this matter. Don't worry, you called the right person to assist you with this issue. Again, this is ____ of Virgin Media Retentions, I am happy to help! ======================================================== let me review your account real quick, give me one moment  Package review: As I can see here, you have ____ for Broadband, ____ for TV and ____ for landline and you are paying £__ for it.  ======================================================== VOQ: I will ask you a few questions for us to have the best value and options for your services. Probing Questions Landline =Do you usually make calls internationally or just within UK? Broadband =How do you and your household use your broadband? = how many devices connected in your broadband at any one time? TV =How many TV's do you use in your household? =What Genre do you & your family enjoy? I will put you on hold for a minute or 2, for me to create a perfect bundle for you, is that okay? ======================================================== Hello, thank you for waiting patiently, are still on the line? great!  Presentation:  I have here (Name of Bundle) which I think will best suit your needs. This has ____ (BB package) which will give you ___mbps of speed since you mentioned earlier that ______, this will give you __________. This will be for only £__ a month for 24 months contract. Let me know what you think! As you said earlier regarding with your landline_______ I recommend you _______  as for your broadband you mentioned that_______ so I recommend you __________ with your TV you said__________ for that I recommend you the _____________ all in all will cost you only £__.00, let me know what you think! ======================================================================================================= “I completely understand. I appreciate that keeping your monthly bills affordable is important, especially when you’re trying to manage your household expenses. Don’t worry, I’ll have a look at your account and see what options we have available that may provide you with better value, I will put you on hold for a minute or 2, let me see what I can do. Is that okay with you?" ==================================================================== “I completely understand and I appreciate you for letting us know regarding their offer, but of course we also want to make sure that you are getting the best experience with our deals that is good worth of your money. Though with this value I can assure you that this package will not cause you any problem, as we offer the best deals that suits your needs. With this........  ========================================================================== If declined, Objection handling first before changing the package. If accepted, Click Accepted in Discover and read everything on the box. Check the small check boxes. IF ACCEPTED Okay, Thank you. allow me to read the terms and conditions to you: The price of Virgin media’s main services may change when any offer expires. In addition to this, the price will increase each April. from 1st of April 2027. The amount will be: £4 from April’s bill of 2027 £4 from April’s bill of 2028 All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the details before you accept that you are happy to proceed. This does not apply to any add-ons you may have selected or admin charges that may be applicable. Price of add-ons may vary at any time. Add-ons can be removed at any time with 30 days’ notice. Mandatory script: You will shortly receive information via email regarding the package that we have discussed today. It will cover specifics around the contract you will be entering but we would like you to pay special attention to: •Our broadband honesty statement which covers our minimum speed guarantee and expectations. •The specifics on what your talk plan includes as standard. •The contract details, cooling off period and any early disconnection fee details if applicable. Would you like me to read any or all of them out now, or would you prefer to read them within the documentation you receive? Getting the 1st “yes”: I have sent the documents on the email address and contact number on file; can you please confirm if you have received them? If customer said yes (2nd “yes”): Great! Are you happy to proceed? 1. What was changed on the account? There are no changes made on your account  2. What was removed or added? 3. This package will take effect on ____(Date) = this package will take effect on the 21st of August 2026 4.This is for only £___(price) for a 24-month contract. 5.(DO NOT READ) Check PP screen. If there is, you have a pending payment of £___(price) due on ____(date) if non: you have no pending payments.  6.(DO NOT READ) Check BE screen. After that you will have £__(price) due on ___(date) the 20th of September 2026  7. RAF: As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with one or more Virgin Media services. It’s really simple, and you can recommend as many people as you’d 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 RAF programme? 8. SSO: Just before you go, if you want to review your package and services in the future, I’d recommend registering or signing in to your MY Virgin Media account atvirginmedia.com/myvirginmedia and clicking on “My upgrade & offers.” You can even download our My Virgin Media app onto any compatible IOS or android device. I’ll send you some emails with more information.​ 9.Further help: Is there anything else I can help you with? 10. Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is Aki and have a great day! IF STILL INSISTING TO CANCEL DO NOT PUSH IT ANY FURTHER AND JUST RESPECT THE CUSTOMER'S DECISION  I understand. I wouldn’t want you to commit to something that doesn’t fit your budget. If you’d prefer, we can leave it there, and I appreciate you taking the time to speak with me.”                                     Customer declined the offer after the objection handling: As you’re considering disconnecting your Virgin Media services, I need to let you know there are 2 options available to you. If you are considering moving to a new provider, we recommend you use the One Touch Switch process where your new provider will tell us when to disconnect your services. Alternatively, if you'd prefer to give us 30-day notice to disconnect your service, I can arrange that for you today. Which do you prefer? RETURN OF THE EQUIPMENT 30 DAYS AFTER DISCONNECTION  Customer Selected 30-day notice: (Check CT screen for contract) Your services will be cancelled (ON YOUR SWITCH DATE) On ____ (disconnection date) After your disconnection, your final bill is £___(price) due on ___(date) And since you are cancelling your services with us, we will be needing you to return your equipment to us. You have the ____ (what equipment) and you will be receiving a prepaid return packaging 10 days after your disconnection date. You can use that to return the equipment, or you can visit the closest Yodel or collect+ stores to return the equipment. failure to return the equipment, you WILL BE CHARGED £90.00 You will receive an email confirmation about this within 24 hours. Just a reminder, if you have created any virginmedia, blueyonder and/or NTL email addresses, they will be cancelled 90 days after your disconnection date. Is there anything else I can help with? Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is ___ (Your Name) and have a great day! IF they have an equipment that is not returnable asked them not to dispose it anywhere, tell them to dispose it to a recycling site. ======================================================================================================= VM02 Consumer Product: Television TV Licenses in the UK   A TV license is also in a form of a tax £180 for a regular tv   Roughly £15 a month  For what purpose?  Frontbook & Legacy Comaprison  back book the recent packages we have  Front book the current packages we have: Flex TV  Mix it  Mega TV Front book Bundles TV Entertainment bundle Cinema Bundle Sport Bundle Sport + Cinema Bundle Max Volt Bundle  1.Flex = Broadband + Flex Tv (150 channels) 2.Starter = BB + Mixit  3.Entertainment = BB + Mega (200+ channels) 4.Cinema = BB + Mega + Sky Cinema (210+ channels) 5.Sports = BB + Mega + Sky Sports 6.Sports + Cinema = BB + Mega + Sky Cinema & Sports 7.Max Volt = BB + Mega + Sky Cinema & Sports + Kids + Entertainment (250 + channels) Bolt-on or Add-on optional subscription or feature you can include in your package to customize your viewing experience  -Asian Mela (11 channels) -Virgin TV kids -Racing TV -MuTV - manchester united (football) documentary style -LFCTV- liverpool  -Premier sport -Sky Sport- more variety and contents about sports Virgin Media Stream Services Bolt on  -Netflix  -Disney + Equipment TIVO-500GB                                                                                       (DVR ENABLED =can be recorded)  V6-1                                                                                                    (DVR ENABLED)hdo (can also create up to 6 profiles)TV360 & TV360 MINI-1T                 (DVR ENABLED) STREAM BOX-0 (no storage capacity)                                              (NOT DVR ENABLED) you cannot watch any of your saved movies if no internet!!! 30mbps  five notable things under Stream Box:  voice command   up to 6 stream boxes in a household  easy setup - plug and play  6 available personal profiles  watch list  what can stream box can do that our 360 can't do Plug and Play Turn any TV into any TV in seconds VIRGIN TV GO APPLICATION  -Watch simultaneously on up to two compatible devices, register to watch on up to five devices. -Watch up to 100 live tv channels  -Keep a list of all your favorite shows in one place to watch later -Set and manage your recordings  - Control your virgin TV box - - - BROADBAND types of lines: DOCIS  data over cable service interface specifications  YOUR BOX ON DOCIS WILL NOT WORK ON XGS-PON XGS-PON  10 Gigabit Symmetrical Passive Optical Network WHAT IS THE DIFFERENCE OF DOCIS & XGS-PON DOCIS -Upload and download speed are not equal XGS-PON  -Upload and download speed are equal   BROADBAND SPEED (download speed ranges between 133 and 137 Mbps and upload speed will range 21 and 21mbps) 1.) M125 up to 10 devices= best for browsing 2.) M250- up to 15 devices 250mbps  3.) M350 (if customers are working from home, streaming, gaming) 4.) M500 (15plus, multiple gaming, work from home, etc.) 5.) M1Gigabit (multiple people working from home, kids who is in to online gaming, even with watching youtube) 6.) M2Gigabit/ Gig2Full Fibre (available for XGS locations) EQUIPTMENTS: faced out: Super Hub                 Super Hub 2                 Super Hub 2ac Super hub 3 (discontinued) Super hub 4 offer coverage 1gig to broadband Super hub 5 the casing is created from recycled materials.  Super hub 5x Virgin Media broadband extra's Virgin Media HomeWorks -anti virus Virgin media's F-Secure SAFE offers award winning security for up to 10 devices -Gadget Rescue -HomeWorks gives you priority engineer appointments. wifi pods = extenders LANDLINE. Telephony Package if it exceeds the 59-minute call- end then redial the call.  UK mobile number starts with 07,08,09  Landline number starts with 01, 02, 03 Anytime Chatter £8.00 Redial before 1 hour to avoid charges. International Anytime Chatter £13.00 unlimited call anytime internationally  the 59 minute-call rule still applies Talk Weekends £19.00 Talk Evening & Anytime Talk More Anytime International Talk Anytime Add-ons  -regular voicemail- free -Voicemail Plus- Enhanced voicemail with remote access and message alerts -Caller Display- Shows the number of the person calling you -Call waiting- Alerts you of another incoming call while you're on the phone -Call barring- to block numbers- incoming and outgoing -Call Divert- forwards calls to another number -Ring back when free- Automatically calls you back when a busy number becomes available -Reminder Call- Schedules your phone to ring at a set-Three-2way Calling -Anonymous calls Rejection ============================================= CONFIRM THE NEED AGENT: “So, just to make sure I’ve understood you correctly, ____, your main priorities are reliable broadband because you work from home, enough connection for your son to game, and TV content for sports and movies, while the landline isn’t really a priority. Have I got that right?” CUSTOMER: RECOMMENDATION AGENT: “Thank you for explaining that. Based on what you’ve told me, I wouldn’t want to recommend something simply because it has more services.” “What I’d like to do is make sure the package matches the way your household actually uses your services.” “Since broadband is particularly important for your household and you also enjoy sports and movies, I can look at an option that focuses on those needs while also considering the value you’re getting for your money.” FAB — FEATURES, ADVANTAGES, BENEFITS F — FEATURE What does the package HAVE? “This option includes [broadband package/speed] and [TV package/content].” ⸻ A — ADVANTAGE What does that feature DO? “This gives your household a broadband package that’s better suited to several people using the connection at the same time, while still giving you access to the TV content you enjoy.” ⸻ B — BENEFIT WHY DOES IT MATTER TO THIS CUSTOMER? “So, for you personally, the benefit is that you can work from home with less concern about your connection while your son is gaming, and your family can still enjoy your sports and movies.”