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NOTES

• ACK//

• HOLD//

• PROGRESSIVE Qs//

 DPA GUIDE

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

/ACKNOWLEDGEMENT/ • Thanks for waiting and providing information. I see that you are looking to change your package / planning to disconnect / inquiring about your bill. Give me a minute to look into that for you.

/NOT AUTHENTICATED/ • Thanks for letting us know. No worries, let me just verify the details you provided earlier, one moment please. ☺

/CHATTER NOT IDENTIFIED YET/ • Can you please confirm if I'm chatting with the account holder?

/NEVER AND NEW DPA/ • Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the X, X, and X characters of your account password? This is the password you set up the moment you place your order with us, and not your online account password. 🔑 Kindly type in your answer here.

/DIFF ACC HOLDER/ • I am seeing a different name on the account. Can you please confirm the name registered on the account?

/DPA NOT MATCHED/ • Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the X, X, and X characters of your account password? This is the password you use when you contact us, and not your online account password. 🔑 Kindly type in your answer here.

/2ND ATTEMPT/ • It seems that the characters of the password did not match. Can you please double-check and try again?

/SEND E-BILL/ • The password did not match. Not to worry, I can send you a bill via email containing the information you need to gain access on your account. Let me know once you have received it.

/BRIDGING STATEMENT E-BILL/ • Please base your answers on the email I've sent you, which contains your billing information.

/DPA FAILED/ • Thank you for your patience. It appears that you’ve reached the maximum number of attempts for security, and we are now unable to access the account.

In the meantime, you can update the password online. Here are the steps:

  1. Log in or register in My Virgin Media

  2. Go to update settings, select account details and look for "Telephone Security Details and select Edit"

We recommend reaching out to us again after 24 hours. We’ll be more than happy to assist you further at that time.

Is there anything else I can help you with?

/WHAT IS DPA?/ • The DPA process is in place to keep your account secure and prevent unauthorized access. Is there anything else I can help you with aside from this?

/OFFER PASSWORD RESET IF PASSED/ • Thanks for clearing the security checks! For quicker authentication of your account next time, it would be good to reset your password while we have you today. Would you like to update this now or later?

/OFFER PASS (YES)/ • Great! Can you please provide the serial number that is on either your Hub or TV box so that we can reset your password from here?\

/OFFER PASSWORD (NO)/ • That's fine. Here are the steps on how to update your account password:

  1. Log in or register in My Virgin Media
  2. Go to update settings, select account details and look for "Telephone Security Details and select Edit"

The password will be updated within 24 hours.

/PASSED SECURITY CHECK ACKNOWLEDGEMENT/ • Thanks for clearing the security checks!

/UPDATING CONTACT DETAILS/ • 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?

    CONTACTS

YODEL - 0844 755 0117 NHB - 0800 073 7100 SALES - 0800 064 3815 RETENTIONS - 0800 952 2277 PIC - 0800 0521 734 QUOTA ESC - 0800 073 1132 CUST CARE - 0800 064 3840/0800 052 0391 RAF/CALCUST CARE - 0345 6000 789 WAYLEAL BACK - 0800 052 2101 BUSINESS - 0800 953 0180 MOBILE VE - 0800 052 0640 MATES RATES - 0800 052 0705 FIELD SUPPORT - 03330 005 925 WEB EXCEPTIONS TEAM - 0800 052 7588 SIMPLIFY DIGITAL - 0800 052 4704 CHF - 0203 706 0570 03451424444 - COLLECTIONS / BILLING

0333 000 5925 - FAULTS DEPARTMENT 0345 142 4444 - COLLECTIONS / BILLING 0344 809 O2O2 - O2 Department 0800 052 0640 - MOVERS DEPARTMENT 0345 600 0789 - MOBILE CARE 0333 000 5925 - VM CABLE Digging & Construction 0800 052 5738 - Field Support team 0800 952 2277 - Retentions 0800 052 1734 - PIC 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 0345 454 5926 - CX RECOVERY TEAM

IMPORTANT LINKS IMPORTANT LINKS IMPORTANT LINKS

CRC 1: https://shorturl.at/tRmJe CRC 2: https://shorturl.at/7D5Os DPA GUIDE: https://shorturl.at/J3174 IDLE CHAT FLOW: https://shorturl.at/ID5Mi AI PARAPHRASER: https://shorturl.at/9lice OFFLINE NOTES: https://Offlinenotepad.com

CRC: https://portalapp.nac.sitel-world.net/sites/vmukwebchat/Lists/Canned%20Responses%20Center%20CRC/Attachments/259/Main%20First%20Frame.html CRC2: https://portalapp.nac.sitel-world.net/sites/vmukwebchat/_layouts/15/WopiFrame2.aspx?sourcedoc=/sites/vmukwebchat/Lists/Canned%20Responses%20Center%20CRC/Attachments/138/CR%20Messaging%20CRC.xlsx&action=default

  IDLE CHAT FLOW

• Whilst we're still connected, is there anything else that I can assist you with? • Just checking in if we are still connected? • 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.👋

             FABS

• M125 - 132mbps 20mbps • M250 - 264mbps 25mbps • M350 - 362mbps 36mbps • M500 - 516mbps 52mbps • GIG1 - 1130mbps 104mbps • GIG2 FAB - 2000mbps 100mbps Hub 5 • • •