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DISCONNECTION – MOVERS MM OR AE
CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER: DPA STATUS: DPA TIME STAMP:
CASE INFO
CJM: WO:
Query:
Customer wants to cancel services due to moving to a new address; however, the new address is not covered by Virgin Media.
Resolution:
C
DISCONNECTION DETAILS
DISCO DATE: DISCO REASON: MM NEW ADDRESS: CONTRACT END DATE: EDF: EQ RETURN ADVISED:
CONTACT VERIFICATION
EMAIL: PHONE:
FINAL BE:
QUERY – MOVERS (DPA FAILED) CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER:
DPA
STATUS: TIME STAMP:
Query:
Customer requested disconnection.
Resolution:
Unable to proceed with the request as the customer failed to pass DPA. A complaint was logged in CJM.
CONTACT VERIFICATION
EMAIL: PHONE:
DISCONNECTION – MOVERS (CHANGE OF OWNERSHIP) CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER: DPA STATUS: DPA TIME STAMP:
CASE INFO
CJM: WO:
Query:
Customer wants to cancel services due to a change of ownership.
Resolution:
Followed the Change of Ownership workflow. Processed the disconnection as MX. Provided the mandatory script.fout Discussed Billing Estimates (BE). Change of Ownership request form submitted.
DISCONNECTION DETAILS
DISCO DATE: DISCO REASON: MX NEW ADDRESS: CONTRACT END DATE: EDF: EQ RETURN ADVISED:
CONTACT VERIFICATION
EMAIL: PHONE:
FINAL BE:
M&T – MOVERS & TRANSFER DI IN
CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER: DPA STATUS: DPA TIME STAMP:
CASE INFO
CJM: WO: NOT CODED:
Query:
Customer wants to transfer services to a new address.
Resolution:
Processed the move as DI IN with the same package. Provided the mandatory script. Discussed billing details with the customer. Submitted the OTC form and Contract Suppression form.
MOVE DETAILS
NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: CONTRACT: CONTRACT END DATE: MOVERS FEE ADVISED AND ACCEPTED:
CONTACT VERIFICATION
EMAIL: PHONE:
FINAL BE OLD ADDRESS: BE NEW ADDRESS:
M&T – MOVERS & TRANSFER (SAME SITE ID – LIKE FOR LIKE) CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER: DPA STATUS: DPA TIME STAMP:
CASE INFO
CJM: WO: NOT CODED:
QUERY:
Customer requested to transfer services to a new address.
RESOLUTION:
Processed a move and transfer to the same site. Completed a like‑for‑like transfer. Provided the mandatory script. Discussed billing details. Submitted OTS.
MOVE DETAILS
NEW ADDRESS: NEW ACCOUNT #: DISCO DATE: INSTALL DATE: CONTRACT: CONTRACT END DATE: MOVERS FEE ADVISED AND ACCEPTED:
CONTACT VERIFICATION
EMAIL: PHONE:
PP OLD ADDRESS: FINAL BE:
QUERY – MOVERS (INSTALLATION ON THE NEW ADDRESS) CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER:
DPA
STATUS: TIME STAMP:
QUERY:
Customer requested to check available installation dates.
RESOLUTION:
Provided the earliest available installation date. Customer chose to keep the installation date of 22/05/26.
CONTACT VERIFICATION
EMAIL: PHONE:
DISCONNECTION – MOVERS (MOVING ABROAD) CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER: DPA STATUS: DPA TIME STAMP:
CASE INFO
CJM: WO:
QUERY:
Customer requested cancellation of services due to moving abroad.
RESOLUTION:
Processed the disconnection. Provided all mandatory disconnection scripts. Discussed billing details with the customer.
DISCONNECTION DETAILS
DISCO DATE: DISCO REASON: FORWARDING ADDRESS: CONTRACT END DATE: EDF: EQ RETURN ADVISED:
CONTACT VERIFICATION
EMAIL: PHONE:
QUERY – MOVERS (ENGINEER REQUEST – SELF‑INSTALL)
CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER:
DPA
STATUS: TIME STAMP:
QUERY:
Customer transferred services to a new address and received a self‑install kit; however, there is no Virgin Media wall socket at the property.
RESOLUTION:
Checked serviceability and confirmed the address is set for self‑installation. As there is no Virgin Media point at the property, arranged an engineer visit and booked the appointment.
CONTACT VERIFICATION
EMAIL: PHONE:
DISCONNECTION – MOVERS (CD – OUT OF CONTRACT) CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER: DPA STATUS: DPA TIME STAMP:
CASE INFO
CJM: WO:
QUERY:
Customer requested cancellation of services due to moving to a new address.
RESOLUTION:
Processed the disconnection. Provided all mandatory disconnection scripts. Discussed billing details with the customer.
DISCONNECTION DETAILS
DISCO DATE: DISCO REASON:fmm END DATE: EDF: EQ RETURN ADVISED:
CONTACT VERIFICATION
EMAIL: PHONE:
FINAL BE:
QUERY – MOVERS (ACTIVATION CODE NOT RECEIVED) CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER:
DPA
STATUS: TIME STAMP:
QUERY:
Service not yet activated as the customer did not receive the activation code.
RESOLUTION:
Advised the customer to contact the Activation Team for immediate assistance.
CONTACT VERIFICATION
EMAIL: PHONE:
QUERY – MOVERS (NOT MOVING – SERVICE CANCELLATION) CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER:
DPA
STATUS: TIME STAMP:
QUERY:
Customer requested to cancel services on a future date as they are switching to another provider.
RESOLUTION:
Confirmed the customer is not relocating to a new address. Transferred the customer to the appropriate team to proceed with service cancellation.
CONTACT VERIFICATION
EMAIL: PHONE:
IDLE – MOVERS CONTACT DETAILS
CONTACT ID: IDENTITY OF THE CHATTER: NAME OF THE CHATTER: ACCOUNT NUMBER:
DPA
STATUS: TIME STAMP:
STATUS:
Customer was idle with no interaction for 15 minutes. Chat closed due to inactivity.
CONTACT VERIFICATION
EMAIL: PHONE:
QUERY – MOVERS – CX WOULD LIKE TO RE‑SCHEDULE INSTALLATION DATE
CONTACT DETAILS
CONTACT ID:
IDENTITY OF THE CHATTER: AH
NAME OF THE CHATTER:
ACCOUNT NUMBER:
DPA
STATUS:
TIME STAMP:
QUERY:
Customer transferred services to a new address and requested to reschedule the installation date.
RESOLUTION: Updated the installation to the customer’s preferred installation date.
CONTACT VERIFICATION
EMAIL:
PHONE: