All Notes · Offline Notepad

DISCONNECTION: Contact ID: Identity of the chatter: (IF IT’S AH/3RD PARTY) Name of the chatter: DPA STATUS: PASSED/FAILED DPA TIME STAMP: QUERY: Customer wants to….. RESOLUTION: DISCO DATE:

RECONTRACT: Contact ID: Identity of the chatter: AH Name of the chatter: Account Number: DPA STATUS: PASSED/FAILED DPA TIME STAMP: QUERY: Customer wants to RESOLUTION : (package name and price offered)

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Just checking to see if we're still connected?

We haven’t heard from you in a while. Is everything okay?

Unresponsive CX upon opening || Follow 5-5-5 || Close conversation || NFAT.

Unresponsive CX during discovery/presentation || Follow 5-5-5 || Close conversation || NFAT.

Unresponsive CX on closing part || Follow 5-5-5 || Close conversation || NFAT.

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

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 waiting and providing information. I see that you are planning to disconnect. Give me a minute to look into that for you. 😊

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. 😊

Thanks for your patience, XX. I can see here that you are currently paying £X until dd/mm/yy. Let me ask you some questions to make sure you are getting the best value for your money. 👌

Thanks for your patience, XX. I can see here that you are currently paying £X and your contract ended last dd/mm/yy. Let me ask you some questions to make sure you are getting the best value for your money.👌

Can you confirm the reason for cancelling? •Price of package •Found a better deal •Something else

Can you confirm the reason for making changes? •Price of package •Found a better deal •Something else

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

I am the one who owe to thank you for your understanding and cooperation with me. We value your feedback, again my name is Bernadeth, please take a moment to complete our survey based on how I assisted you today. Enjoy the rest of your day. Please keep safe and healthy. Take care XXX. 👋

Thank you so much for understanding. We value your feedback, again my name is Bernadeth, please take a moment to complete our survey based on how I assisted you today and if you want to have a copy of this transcript at the end of the chat. 😊 Take care XX. 👋

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

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.👋

MANDATORIES RECAP

Perfect! Let us now process this order for you, XX. 👏

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

You will shortly receive information via email regarding the package we have discussed today. It will cover specifics around the contract you will be entering but would like 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 •Finally the contract details, cooling off period and any early disconnection fee details if applicable

Would you like me to send any or all of them out now, or would you prefer to read them within the documentation you receive?

The monthly price of your Virgin Media main services will increase each April from April 2025 by the Retail Price Index rate of inflation announced in February each year, plus 3.9%. This doesn't apply to any add-ons you may have selected or admin costs. The price of add-ons may vary at any time and you can cancel them with 30 days' notice.

I am sending you a link for your contract documentation, including your contract information and contract summary; this is going to the Mobile Number and Email address we have taken from you or we could use any other if it's easier for you to confirm receipt.

Can you please confirm you have received the SMS and or Email I have just sent?

Perfect! Can you please confirm you're happy for us to continue and complete the order? 😄

Please bear with me while I complete your order. 😊

Please stay online as I process your order.

Please stay online as I process this for you.😊

Thanks for staying online - I'm still processing your order, kindly bear with me.

Please bear with me whilst I process your request.

I'm just waiting for your order to generate, please stay connected XXX. 🙂

Thanks for waiting, I'm almost done processing your order.

Thanks for waiting! Just a quick recap, you are getting our XX, for only £XX per month on a new 18-month contract, £XX per month thereafter and your new contract will be activated within the next 24 hours.

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

Just to set expectations, you may experience slight service interruption since we've change your (Broadband/TV/Landline) service.

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.

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

I've noticed that your account is not opted in to marketing communications from Virgin Media and our group companies. To make sure you don't miss out on further upgrades and offers, and get the best products and services, we'd like to stay in touch online and by phone, text message, post, and email. You can change your mind any time by updating your marketing preference in My Virgin Media. Would you like me to opt you in to our marketing?

That's okay. 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. 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 refer-a-friend programme?

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

Thanks for that! 😊 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? 😊

Thank you so much for understanding and cooperation. We value your feedback, again my name is Bernadeth, please take a moment to complete our survey based on how I assisted you today. Take care XX. 👋

Disconnection

As you are requesting to have all services disconnected, a 30-day notice applies and the disconnection of the services will be on dd/mm/yy. Since your account is still within contract, an early termination fee of £XX will be applied from the disconnection date until the end of your contract.

I respect your decision, XX. 😊 As you are requesting to have all services disconnected, a 30-day notice applies and the disconnection of the services will be on dd/mm/yy. 👍

Thank you so much for waiting, xx. 😊 Your request has now been completed and just to summarise, your services will be disconnected on dd/mm/yy and your next bill will be £XX which will due on dd/mm/yy. Once your services are disconnected, a final bill will be produced which will be a credit of £XX. It will be refunded to you within 45 days after the disconnection and will be back to your bank account.

Your O2 sim will stay as is and if you would like to make amendments, kindly contact O2 through https://www.o2.co.uk/contactus.

The equipment return kit will be sent to you within 10 days after your disconnection date and you may return the equipment back to us at your earliest convenience. If your equipment is not returned a charge may be applicable.

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. Are we all good with that, XXX?

You'll receive an email containing useful information regarding your disconnection request and next steps. For any queries or help you may need in the future, please visit virginmedia.com/help. 😊

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

I do hear you on that, XX. As per reviewing here your contract starts on 16/11/2022 so it will end on 15/05/2024. Requesting to cancel your services will apply you for an early disconnection fee. Would that be fine?

Apologies but we are not able to book your disconnection on the end of your contract, we are only able to book disconnection 30-60 days,

So if we proceed to your concern you need to pay the Early Disconnection Fee. Okay?

I do suggest to contact us back when your contract is about to end so you not be charged on the Early Disconnection Fee. Okay?

Okay, For the mean time, I will leave your account as it is and will leave your account fully noted with everything we have discussed today. Is there anything else I can help you with today?

O2 Process

Perfect! 😊 Let us now process this offer for you then proceed with your O2 sim. 👏

Thank you, XXX. We will now process your O2 Sim order. Please stay online up until the end so that it will be processed. Kindly answer the needed information first and later on I will answer any questions you may have. Shall we? 😊

Yes, this is a sim card for mobile phone. I understand that you don't need a sim but for only £5.00 per month you can get our supercharged Volt package; we’ll boost your Broadband speed from 250 to 350.

Also Having o2 sim and Virgin Media will let you enjoy the following perks and benefits!

📱 Double data – double data on every eligible O2 Pay Monthly plan in a household 💻 Broadband speed boost – speed boost to the next available level of Virgin Media broadband ✈️ O2's Travel Inclusive Zone – data roaming in 27 international destinations at no extra cost 📡 WiFi guarantee with WiFi Max – reliable WiFi in every room or up to 3 WiFi Pods (if needed) to fix the problem – or money back

PLUS!! 🎁 Extras – customers get to hand pick an Extra for up to 6 months, on us ⭐ Priority – exclusive perks and experiences, as a reward for being a Virgin Media broadband or O2 customer.

Let's now process the O2 SIM.

I have checked coverage for your home address and it shows Good Indoors & Outdoors. Are you happy to continue?

To complete your O2 order we need a bit more information so that O2 can run some fraud and security checks. You can find the O2 privacy policy on the O2 website if you want more information.

Great! Please could you let me know how long you have been at your current address?

Thanks for sharing. Are we also going to use the same email address as well as the best contact number you gave above for this O2 SIM?

Your O2 Airtime Plan tariff costs £5.00 a month and includes 4GB Data, Unlimited Texts, Unlimited minutes and is an 18 Month contract. Your Monthly airtime tariff will increase in April every year by the retail price index (RPI) rate of inflation announced in February, plus 3.9% If the RPI is negative, we will only apply the 3.9 %

We’ll use this email address to send you updates on your order. You’ll also receive an email to activate your My O2 account shortly – the link is only valid for 28 days so please activate your account as soon as you can.

Would you like to transfer a number from another mobile provider to your new O2 SIM?

Would you like to add a Spend Cap to help control spend on any out-of-bundle charges such as Premium rate, directory enquiries and International calls and texts?

How much do you want to add? We have here £0, £5, £10, £15, £20, £30, £60, £100 and £200.

Great, Can I check if you’ll be using this sim with an IPhone?

You will have 2 bills for your Volt package, one for your Virgin Media Services and one for your O2 SIM. Your Virgin Media services will continue to be charged in the same way that they are today, and we will now set up a monthly Direct Debit for the cost of your O2 SIM. Please note, your O2 bill and payment dates could be different to your Virgin Media bill and payment dates. Can you confirm that you are the bank account holder and that you are authorised to set up Direct Debits on this account?

From your next bill onwards, O2 will take payments from this account. You will be advised of the date and amount of your payments on your O2 monthly bill and the company name that will appear on your bank/building society statement will be O2.In the future if there is a change to the date, amount or frequency of your Direct Debit, O2 (Telefonica UK) will always give you 10 working days’ notice in advance of your account being debited. You will be sent confirmation of this agreement within 3 working days of the Direct Debit being setup. All Direct Debits are protected by a guarantee which you can read in your confirmation later or I can read it to you now?

In the event of an error, you are entitled to an immediate refund from your Bank or Building Society. You have the right to cancel at any time and this guarantee is offered by all the Banks and Building Societies that take part in the Direct Debit Scheme. A copy of the safeguards under the Direct Debit Guarantee will be sent to you with our Confirmation Letter.

Your SIM will be delivered to your home address by Royal Mail. It should arrive within the next three working days.

Your O2 service will start as soon as you receive your SIM. You also have 14 days to cancel if you change your mind, and you’ll only have to pay for any calls or service you’ve used.

Do you have any questions before I go ahead and place your order? You can find the full terms and conditions on the O2 website.

Are you happy for us to use the same details held in the cable order?

Can you please confirm the first 4 digits of your bank account number?

Your SIM order is now processed and O2 will send you confirmation via email. Your order number is XXXXXX

Now, Please stay online as I process your Virgin Media Services for you.😊 Would that be fine?

Offering

Thanks for waiting. You've mentioned you're looking to change/cancel because of the price and we're working towards a budget of XX. My recommendation would be

Thanks for waiting. You've mentioned you're looking to change/cancel because you've found a better deal. My recommendation would be

Thanks for waiting. You've mentioned you're looking to change/cancel. My recommendation would be

This would be £XX per month on a new 18-month contract, what do you think?

similar to what you currently have plus adding an O2 sim to boost your broadband speed from X Mbps to X Mbps so extra discounts can be applied

•A 5G O2 SIM that will give you 4GB Data Allowance with UNLI CALLS and TEXT, an access to O2 priority with great perks and benefits

•WiFi Boosters - Customers are eligible for up to 3 WiFi boosters for free, if there is a coverage issue in the premise (following diagnostic checks).

•O2 Priority Access - Customers will also have access to O2 Priority giving customers great offers from high street brands, tickets and experiences.

This would be £XX per month, whilst your O2 SIM would be £XX per month on a new 18-month contract. What do you think?

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BROADBAND

• M50 Fibre Broadband- this is enough to make sure can cater all your web browsing, streams or games are not interrupted. You can also connect with multiple devices up to 4-5 devices. ★ Download speed; 54 mbps ★ Upload speed; 5 mbps

• M125 Fibre Broadband- This speed is recommended up to 5-9 devices and can work on a busy households. ★ Download speed; 132 mbps ★ Upload speed; 20 mbps

• Volt 125 (50-125) Broadband- This speed is recommended up to 5-9 devices and can work on a busy household. ★ Download speed; 132 mbps ★ Upload speed; 20 mbps

• M250 Fibre Broadband - This is perfect for an active household with 10+ devices, advisable for those who Work From Home. ★ Download speed; 264 mbps ★ Upload speed; 25 mbps

• Volt 250 (125-250) Broadband- This is perfect for an active household with 10+ devices, advisable for those who Work From Home. ★ Download speed; 264 mbps ★ Upload speed; 25 mbps

• M350 Fibre Broadband - This is advisable for HD streaming, gaming and using smart devices, for 15+ devices connected all at the same time. ★ Download speed; 362 mbps ★ Upload speed; 36 mbps

• Volt 350 (250-350) Broadband- This is advisable for HD streaming, gaming and using smart devices, for 15+ devices connected all at the same time. ★ Download speed; 362 mbps ★ Upload speed; 36 mbps

• M500 Fibre Broadband - This speed can connect up to 20 devices, perfect for live streaming, HD streaming, gaming and using smart devices, all at the same time. ★ Download speed; 516 mbps ★ Upload speed; 52 mbps

• Volt 500 (350-500) Broadband- This speed can connect up to 20 devices, perfect for live streaming, HD streaming, gaming and using smart devices, all at the same time. ★ Download speed; 516 mbps ★ Upload speed; 52 mbps

• Gig 1 Fibre Broadband- Award winning internet speed that can do everything. Can connect up to 20+ devices, excellent browsing, perfect for live streaming, HD streaming, gaming and using smart devices, Work from Home stuffs all at the same time. ★ Download speed; 1,131 mbps ★ Upload speed;104 mbps

• Volt 1GB (500-1GB) Broadband- Award winning internet speed that can do everything. Can connect up to 20+ devices, excellent browsing, perfect for live streaming, HD streaming, gaming and using smart devices, Work from Home stuffs all at the same time. ★ Download speed; 1,131 mbps ★ Upload speed;104 mbps

TV PACKAGE

• Mixit TV With over 110 channels 📺 and catch up services and apps like BBC iPlayer and YouTube

• Mix TV with over 120+ 📺 channels including BBC in HD(1, 2 & 4), Sky Documentaries SD and MTV Music SD

• Mega TV 3 with over 220+ 📺 channels including Eurosports in HD, Nat Geo in HD and Sky Sports News in HD

LANDLINE

• Weekends chatter - Enjoy free weekend calls of up to an hour to UK landline numbers starting 01, 02 and 03. ☎️

• Evenings and weekends chatter- Enjoy free evenings and weekend calls of up to an hour to UK landline numbers starting 01, 02 and 03. •Standard UK mobile numbers at evenings and weekends.

•Anytime Chatter- Enjoy free anytime calls of up to an hour to UK landline numbers starting 01, 02 and 03. •Standard UK mobile numbers. ☎️

• International Anytime chatter- Enjoy free anytime calls of up to an hour to UK landline numbers starting 01, 02 and 03. •Standard UK mobile numbers. •Geographic mobile and landline numbers in 50 popular international destinations. ☎️

O2 SIM

★ O2 4GB SIM: Data allowance of 2GB boosted to 4GB, unlimited text and unlimited calls to mobile for £7.00

★ O2 6GB SIM: Data allowance of 3GB boosted to 6GB, unlimited text and unlimited calls to mobile for £8.00

★ O2 10GB SIM: Data allowance of 5GB boosted to 10GB, unlimited text and unlimited calls to mobile for £10.00

• O2 Travel Inclusive Zone so you can roam in 75 destinations

★ O2 30GB SIM: Data allowance of 15GB boosted to 30GB, unlimited text and unlimited calls to mobile for £15.00.

★ O2 100GB SIM: Data allowance of 50GB boosted to 100GB, unlimited calls to mobile and unlimited text for £18.00

• O2 Travel Inclusive Zone so you can roam in 75 destinations

★ O2 Unlimited Data SIM: Unlimited data allowance, unlimited text and unlimited calls to mobile for £25.00

• Get 6 months free Extra (Choose one from Cafeyn, McAfee, Audible Amazon Music Unlimited and Disney+)

• O2 Travel Inclusive Zone so you can roam in 75 destinations

•TRAVELLING ABROAD

O2's Travel Inclusive Zone – Volt customers get O2's Travel Inclusive Zone included at no extra cost.

Data Allowance : 4GB | Text Allowance : Unlimited | Voice Allowance : Unlimited £5

Data Allowance : 6GB | Text Allowance : Unlimited | Voice Allowance : Unlimited £6

Data Allowance : 10GB | Text Allowance : Unlimited | Voice Allowance : Unlimited £10

Data Allowance : 30GB | Text Allowance : Unlimited | Voice Allowance : Unlimited £15

Data Allowance : 100GB | Text Allowance : Unlimited | Voice Allowance : Unlimited £18

STREAM BOX

For Stream Box, you can enjoy:

★Over 40+ free channels, including BBC channels, Film4, Yesterday, and more.

★ Great TV players, such as BBC iPlayer, ITV Hub, All 4, My5, and STV Player

★ Favourite Streaming Apps, with the likes of Netflix, Disney+, Prime Video, and YouTube

★ Shows and movies on demand, from the Virgin Media Store

★ Music and podcast Apps, such as BBC Sounds, Vevo, and RadioLine

★ Plus the option to add top telly packs such as Sky Cinema, Sky Sports, BT Sport, and Starzplay, along with Kids and Entertainment packs.

Stream Box has an installation, activation, and delivery fee cost £40 but upon checking here on my end we can have this for £10 and this will be for one time charge only.

HOMEWORKS HomeWorks offers you 3 key features.

A Next Day Priority Service - Any issues with Virgin Fibre services and we'll send an engineer the next working day!
Our Gadget Rescue Service - 24/7 online and phone support when you’re experiencing technical issues with 3rd party equipment you’ve purchased yourself. This includes laptops, tablets, games consoles and mobile phones.
Online security, powered by F-Secure – Award winning Anti Virus that protects up to 5 devices from viruses, identity theft and malicious websites.

BUNDLES*

Big Bundle that includes

-With over 110 channels 📺 and catch up services and apps like BBC iPlayer and YouTube