Recontract Chat Flow

INTRO

STATE YOUR NAME

Hi, you’re now chatting with Jacob. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

IF TRANSFERRED (STATE YOUR NAME TOO)

Hi, you’re now chatting with Jacob. I’ll review the details you’ve shared with my colleague and will be back with you as soon as possible. 😊

UNRESPONSIVE

I don't mean to rush you, but I wanted to check in and see if we're still connected in this chat?

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

It looks like the chat has ended due to no response. For further assistance, please rejoin at a convenient time—we’ll be happy to help.

I’ll now end the chat. Please take a moment to complete our survey based on today’s service. Have a great day 👋

Need Time

Take all the time you need! I am completely fine to wait right here while you think it over, just let me know. Alright? No rush at all!

UTO

LOYAL

Thank you for being a Virgin Media customer for almost eight years! I really appreciate your loyalty. I’ll make sure you receive the best possible discount on this deal, and I’ll also apply my discretionary discount as a thank you for your continued support.

Thanks for your patience, XX. I’ve reviewed your account, and I want to personally thank you for being a Virgin Media customer for almost a XX that loyalty is something we truly value.

We don’t want to see you leave, and I’d really appreciate the opportunity to work with you to secure a better deal with the best discounts possible or match your preferred offer. What are your thoughts?

INTERNET

Just a quick head's up. A 500 Mbps connection is more than fast enough for heavy 4K streaming, online gaming, and remote work on multiple devices at once, meaning the extra speed of an 1130 Mbps plan usually goes completely unused while costing more money. Also, no common household app or TV show requires more than 25 Mbps, making 1130 Mbps overkill for daily use.

The perfect use of an 1130 Mbps internet connection is powering large, busy smart homes with multiple people simultaneously streaming 4K or 8K video, downloading massive video game files, and handling heavy remote-work data transfers without any slowdown

Don't want the service anymore/ Don't need the internet ETC.

I completely understand. Many of our customers feel that way until they realize how much they rely on a backup. Would you consider dropping down to our lowest-priced, basic broadband plan just to keep your home connected for smart devices or emergency use?

R CH

I fully hear you and to be transparent, I am just a customer service assistance working within a computer system. I do not create our pricing strategies, I do not set the budgets, and I do not have access that lets me match new customer deals.

I want to let you know that I have tried my best to give you the best possible discounts and offer available on your account and I fully accept as well as I understand your decision. My goal right now is to finalize the disconnection on your account as per your request. Please give me one moment to finalize everything for you. Thanks for your time and patience. I really appreciate it.

TV BOX UPGRADE

Also, as part of making changes to your bundle, your current TiVo/V6 box will need to be swapped in line with our service rules. This upgrade moves you onto our latest TV platform, Virgin TV 360 or Stream, giving you a faster, easier and more personalised viewing experience. Just so you’re aware, existing recordings and settings can’t be transferred, so please watch anything saved before the swap takes place. Many shows will still be available through Catch Up or On Demand depending on your package.

Virgin TV 360 also includes great features like access to apps such as Disney+, HBO Max, Apple TV+ and Paramount+ (subscriptions required), Sky Atlantic and Sky Sports+, quicker image‑based navigation, personalised recommendations, voice control, start‑over live TV and improved accessibility options.

MORE MONTHS REMAINING

I completely understand you and that is a valid reason! However as per checking at your account, you currently have 13 months and 9 days remaining on your minimum contract term.

Because you are already on an active contract with promotional pricing built-in, the system currently limits the discounts that can be applied on the account. Our maximum loyalty discounts automatically unlock when the contract is about to end.

I hear your concerns XX, and I'm here to support you. I really try my best to meet your needs and price that you want. However, some discount is not available on your account for now, because you have a lot of days to go before your contract ends. My greatest suggestion is chat us back a before you contract ends. Because there's will be more discounts will be available. Please let me know if you want to keep your account as it is or if you want to cancel?

If a customer calls enquiring about compensation £28 million fee

No, this is simply a fine payable by Virgin Media to the regulator and is not designed to be a form of compensation scheme for customers.

Ofcom

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

ASAP

I don't mean to hurry you, but I would appreciate it if you could respond at your earliest convenience, as the deal is time-sensitive and may change periodically.

Hi there! I don't mean to rush you at all, but the chat history is getting quite long and I'm worried we might get disconnected. Whenever you have a quick moment, I'd love to get your thoughts so we don't lose our progress!

DROP THE SCRIPT

I sincerely apologize earlier. I was focused on following our standard service checklist to get your issue logged, and I realize now that it felt like I wasn't listening to you. I want to fix that immediately. Let's drop the standard process and focus entirely on getting you the basic information you need right now.

Activation

Gig1

Great! Let’s get that Gig1 upgrade and your new Hub 5.0 set up for your home.

To get this processed, there is just a small, one-off £10 activation fee to get the new hardware up and running on your line. Virgin Media recently introduced this flat fee to replace our old £35 activation and delivery costs, so it actually saves you £25 upfront. It completely covers the secure delivery of your new Hub 5.0 and the remote activation of your 1,130 Mbps speed.

Once that £10 one-off fee is added, your regular monthly bill will sit at exactly £36.00. Shall I go ahead and book this package in for you?

Tv

Great! Let’s get that TV upgrade and your new TV Box set up for your home.

To get this processed, there is just a small, one-off £10 activation fee to get the new hardware up and running on your line. Virgin Media recently introduced this flat fee to replace our old £35 activation and delivery costs, so it actually saves you £25 upfront. It completely covers the secure delivery of your new Tv box and the remote activation of your XX.

Once that £10 one-off fee is added, your regular monthly bill will sit at exactly £XX.XX. Shall I go ahead and book this package in for you?

DPA

Thanks for waiting and clearing the security checks!

Thanks so much for waiting! 😊 Just to make sure I’m helping the right person, could you please confirm your full name and let me know if I’m speaking with the account holder?

Thanks so much for waiting! 😊 Just to make sure I’m helping the right person, could you please confirm your full name?

Thanks for waiting and clearing the security checks!

Thanks for clearing the security checks!

Thanks for clearing the security checks with our previous representative!

Just want to confirm if your preferred mobile number and email address is still the same so we can update our systems and have the most up-to-date contact details for you?

Thanks so much for completing the security checks! I can see that you shared your email address and mobile number with our bot earlier. Just to double-check, are those details still the best ones to use for you?

May I please have preferred mobile number and email address for us to update our systems and have the most up-to-date contact details for you? I really appreciate it!

Thanks for clearing the security checks! I understand your concern, hence we strictly need to pass the security checks first so that we can have full access with your account for us to able to make any changes or request.

Provider

You are completely right to point that out, and it's a major complaint for many customers. Because almost every provider saves their best discounts for new customers, the most effective way to handle it is to use that market structure to your advantage. Many people find that shopping around at the end of every contract is the only way to consistently get those top-tier introductory rates.

STILL NEEDS ASSISTANCE FROM PREVIOUS

I’m really sorry for the continued frustration, and I completely understand how this must feel. I can see that you were still needing assistance from your previous conversation with us. Let me quickly review the details, and I’ll get back to you shortly. Thank you for bearing with me for just a moment.

DPA FAILED

Thank you so much! I really appreciate your time and patience, XXXX. I truly wish I could assist you with your query today, but unfortunately, I can't access your account. The DPA process is designed to protect your account and ensure that no unauthorized access occurs. Your feedback is important to us, and once again, I'm Jacob. If you could spare a moment to fill out our survey regarding my assistance today, I would greatly appreciate it. Wishing you a wonderful day ahead! 👋

IN CASE CHAT GOT DISCONNECTED

In case the chat gets dropped or disconnected in between, this is the contact number for your reference: The opening hours are: Messenger - Monday to Friday 08:00 - 21:00 and Saturday to Sunday 08:00 - 17:00 UK Time Voice - Monday to Friday 08:00 - 21:00 and Saturday to Sunday 08:00 - 18:00 UK Time If outside of the opening hours, you can call them directly on 150 from your Virgin Media Home Phone or Virgin Mobile, or 0345 454 1111 from any other phone then select option 1, option 4, option 4.

CONTACT O2

Regarding O2 contract, we recommend that you get in touch with our O2 team by dialing 0344 809 0202 and advise them to transfer you to the O2 360 team, and they will assist you accordingly. The opening times are as follows: Monday–Friday: 08:00–20:00; Saturday: 08:00–20:00; Sunday: 08:00–18:00. For further help and support, you may visit https://www.virginmedia.com/virgin-media-o2. For further assistance, you can visit https://www.o2.co.uk/. And to keep the broadband package, please stay connected, I will get you connected to the retention team.

O2 Spend caps

Here are the options for Spend Cap:

No spend cap.

£0.00

£5.00

£10.00

£15.00

£20.00

£30.00

£60.00

£100.00

£200.00

O2 options

Here are the options for O2 sims, good for 24/month contract:

Classic Plan:

Volt 4GB SIM for £5.00

Volt 10GB SIM for £6.00

Volt 15GB SIM for £12.99

(Best Deal so far! Recommended)Volt Unlimited Classic GB SIM for £10.00

Plus Plan:

Volt 15GB Plus for £7.99

Volt 40GB Plus for £9.99

Volt Unlimited Plus GB SIM for £11.99

Ultimate Plan:

Volt 15GB Ultimate for £12.99

Volt 40GB Ultimate for £14.99

Volt Unlimited Ultimate GB SIM for £16.99

O2 Plans

O2 offers three main plan levels: Classic, Plus, and Ultimate. The main differences come down to roaming and your free streaming perks:

•Classic: Includes unlimited UK calls/texts, EU roaming, and 3 months of a free subscription like Disney+ or Amazon Prime.

•Plus: Adds data rollover, extends your free subscription to 6 months, and covers free roaming in 75 worldwide countries (including the USA).

•Ultimate: Gives you free roaming in 123 countries and includes a free subscription like Disney+ for the lifetime of your contract!

Let me know which one sounds like the right choice for you?

SYSTEM DOWNTIME

I’m happy to help; however at this point we’re conducting some site maintenance, so if you could contact us a little later after an hour or two once we’re up and running again that would be great. In the meantime, would there be anything else I can assist you with aside from this?

At this point, we’re conducting some site maintenance. We should be able to assist you in processing your request once our system maintenance has been completed. Feel free to chat us after an hour or two. In the meantime, would there be anything else I can assist you with aside from this?

At this point, we’re conducting some site maintenance. We should be able to assist you in processing your request once our system maintenance has been completed. Feel free to chat us after an hour or two.​ Alternatively, if you would really like to proceed with your order, kindly contact our team over the phone through 0800-064-3836 or 0800 064 3827 to complete it. All clear?

MOVING

Thank you for sharing! I wanted to inform you that I can handle your disconnection request. However, since you will be moving from your current address within the next 60 days, it's important to contact our Movers Department. This will ensure that the disconnection process goes smoothly, as there will be equipment that needs to be returned, and the movers will be able to address your concerns appropriately.

To get you to the support you need in cancelling your service due to moving house. Kindly contact our dedicated team through 0345-454-1097 or 0345-141-0111.

Please select Option 1, Option 4 then Option 3 (Moving house and keeping the services) or Option 4 (moving out and cancel the services.

That's the best place for you to get help on this and the team will talk you through it all. In the meantime, would there be anything else I can assist you with aside from this?

Thanks for confirming. Since you have mention and confirmed that you will be moving out within 60 days, we have a designated team that handles these exact cases. Our Movers Team will assist you with your concern whether it is cancellation or moving process.

To contact the Virgin Media movers team, call 0345 454 1111 or 150 from a Virgin Media landline/mobile. Select option 4 then option 3 for help moving. The team is available Monday to Friday, 8 AM–10 PM, and weekends, 8 AM–6 PM. You can also reach them via WhatsApp at +447305 327 112.

In the meantime, is there anything else that I can assist you with?

Thank you for sharing this with me. Since you have mention and confirmed that you will be moving out within 60 days, we have a designated team that handles these exact cases. Our Movers Team will assist you with your concern whether it is cancellation or moving process.

Kindly call our designated department on 0800 052 0640.

I recommend to contact them to ensure smooth and detailed conversation. We also do have a Chat Department for Movers Team. Just let me know if you still prefer to be on the chat platform.

I fully respect your decision, how would you like to proceed?

I recommend to reach out to them on this number 0345 454 1111 Please select Option 1, Option 4 then Option 3 (Moving house and keeping the services) or Option 4 (Moving house and cancel the services) or use this number 0800 052 0640. They are the best people in handling such concerns.

No worries, I will fully note the account with regards on this so you won't need to repeat yourself again once you contact them. Is there anything else that I can possibly help you with?

Old contract months was renewed

I want to cancel and moving address/ moving abroad anywhere = movers 30 - 60 days

Already moved out - transfer to MOVERS

Customer would be moving on xx/xx/xx and would like to cancel services to Virgin Media.

Appreciate you for waiting! Let me transfer you over to the team who can assist you further. Please bear with us if it takes us a little longer than usual to answer. Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you're okay with this. Thanks for bearing with us.

If you move to an area where Virgin Media does not provide service, the fee may be waived, but you must provide proof of the new address within 30 days.

CANCEL DIRECT DEBIT

We do not recommend cancelling your Direct debit. If you cancel it before your 30-day notice period is officially booked, Virgin Media will treat it as a missed payment, which can damage your credit score and result in debt collection fees.

DISCOUNTS

I understand that. I want to apologize, as this is the best that I can offer to you. If the discount on the system can be done by us, I am more than happy to give you that. Just to set you a proper expectation that discounts in our system are default and system generated depends on the account and bundle. As I have checked here in your account that this is the best price that I can offer to you. I already maximized the discount that we can possibly apply to your account. I'm here to help you.

I just want you to save time, effort and inconvenience to change provider. How do you wish to proceed?

I really want to save your time in regards with this. Our intention was to spare you the inconvenience and time associated with canceling and reinstalling services, as this process requires a significant amount of time to finalize. Additionally, it will incur further expenses for installation, activation fees, delivery charges, and the costs associated with engineers, among other things.

How would you like to proceed?

I’m really sorry for any confusion regarding the deals you’ve seen online. The offers available on our website are specifically designed to be accepted online only, and some of them include welcome offers that can only be applied to an account once. On our side, we’re only able to provide the standard offers that appear on your account, which may differ from the online promotions. If you’d prefer to go ahead with one of the online deals, you’re absolutely welcome to accept it directly through the website. Once completed, it usually takes around 14 to 20 days for the new offer to be fully applied to your account.

I do hear you on that. I want to let you know the online renewals have promotional discounts and it is time limited only and may change from time to time.

From our end what we can only apply is the discounts based on your account.

PRICE INCREASE

There is a fixed increase of £4.00 per month every April.

The price of Virgin Media’s Main services may change when any offers expire. In addition to this, the price will increase each April from 1st April 2027. The amount will be: £4 from April's bill 2027 £4 from April's bill 2028

Virgin Media does this as a flat rate so that your bills remain entirely predictable—there are no hidden surprises or fluctuating inflation percentages to worry about. Because we are setting you up on a fantastic base rate today, your package still offers incredible value for money compared to standard out-of-contract rates. RPI increases apply across providers, but we balance it with fixed offers and flexibility to review your deal if better options come up.

I’m here to make sure you get the absolute most out of your services. Shall we get this locked in and proceed with the offer?

CRC QUERY

Thanks for confirming. I see that you're interested in lowering your package. Let me take a look at your account to find the best discounts available for you. Just a moment.

Thanks for confirming! Would you mind sharing what’s prompted you to change or cancel your package? You can just let me know which option fits best:

  1. Leaving to join another provider

  2. Looking for a cheaper deal

If there’s another reason, feel free to let me know — I’m here to help!

NEW

I can see you’d like to reduce your package—let me review your account for the best options. One moment

Thanks for waiting 😊 I understand you’re planning to disconnect—could you let me know the reason for the cancellation?

1. Leaving to join another provider

2. Looking for cheaper deal

Got it! Could you confirm a few details so I can guide you on the next steps? 😊

1. I'm in the process of switching to a new provider.

2. My new provider has installed my new services.

Thanks for confirming. We can take a quick look at your account to see if any updated offers might better suit you. Would that be something you’d be interested in?

I’m just going through your account for your request. While doing that, I can also see that there are some exclusive offers available for you today.

To help me tailor what’s best for you right now, I just need to ask a few quick questions.

Just to make sure we’re not missing a better option, how does your household usually watch TV, live channels, streaming apps, or a mix?

Awesome! Are there any specific TV channels that are important for you to have?

Thanks for sharing. Aside from TV, are there any other online activities your household enjoys? And roughly how many devices are being connected at the same time?

Thank you. Lastly, does anyone in your household use O2? I ask, as we do have a few options with extra benefits through O2.

Amazing! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc.

Thanks! Can I take the O2 mobile number, please?

No problem at all — I’ll take a look at your account for you. Just to make sure I’m checking the right options, are you hoping to keep the same services and reduce the cost, or would you prefer to change your package?

No problem at all — I completely understand that keeping costs down is a top priority right now. I’ll take a look at your account straight away for you. Just to make sure I’m finding the absolute best deals, are you hoping to keep the exact same services at a lower price, or would you be open to trimming back your package to save even more cash?

If customer chose joining another provider

Understood. Could you please confirm the following details so I can provide you with the appropriate next steps for your request?

1. I'm in the process of switching to a new provider.

2. My new provider has installed my new services.

Thanks for confirming that with me, XX. Since you have me on this line, please be rest assured that I'll promise to do everything on my end to provide the best deal available on your account

Thank you! Let me double check the account for the disconnection request. One moment.

Moja

Thanks for confirming. Would you mind sharing what made you decide to change or cancel your package? Please choose one of the options below:

1. Deal/Offer Availability – I found a better deal
2. Price – Change in Circumstances

3. Technical Issues

4. Customer Experience

5. Something Else

Got it! We can take a quick look at your account to see if there are any updated offers that might better suit you. Would that be something you’d be interested in?

Awesome! I'll be asking you some questions to make sure that you get the best value for your money.

BROADBAND SERVICES

Can you share on how you use your broadband for?

For example social media 📲 , streaming 🖥️, gaming 🕹️ etc

AFTER THEY ANSWER

Thanks for sharing. Does anyone in your household work from home? 💻🏠

Thank you! May I also ask on how many people in the household uses the broadband?

TV SERVICES

Okay, just in regards to TV…

Are there any specific TV channels that are important for you to have?

LANDLINE SERVICES

Much appreciated, oh, are you looking to make changes to a landline/telephone package? ☎️

Yes or No

No worries! Please bear with me. In the meantime, if you have any questions, feel free to let me know, I’m here to help.

**If cx chose 3, 4 and 5 **

Thanks! Can you give us a brief explanation?

Probe Sim

Thanks for confirming. Can you please let me know if you or anyone in the household has active sim card with O2?

Before I check the available offers for you, could I please confirm whether you or anyone in your household currently has an active O2 SIM card? 😊

This just helps me see if there are any additional discounts or benefits we can apply for you.

Great! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc.

That’s great, thank you! Could you also confirm which tariff the SIM card is currently on? For example, is it 250GB boosted to unlimited data, 15GB, 10GB, or something similar?

This will help me make sure we apply the correct benefits for you.

Appreciate it! May I have the O2 mobile number?

It's my absolute pleasure! Before we finish, would you like to link the O2 SIM to your account? This triggers your free Volt benefits, giving you a broadband speed boost and double mobile data every single month for free. Would you like me to add that on?

Thanks for confirming. Please allow me a few moments to review your account and explore all available options to find the best deal for you.

In the meantime, if you have any questions, feel free to let me know — I’m here to help.

Here are the options for O2 sims, good for 24/month contract:

Classic Plan:

Volt 4GB SIM for £5.00 Volt 10GB SIM for £6.00 Volt 15GB SIM for £7.99 Volt 30GB SIM for £8.00 Volt UNL SIM for £10.00

Plus Plan:

Volt Unlimited Plus for £11.99 Volt 40GB Plus for £9.99

Ultimate Plan:

Volt Unlimited Ultimate for £16.99 Volt 40GB Ultimate for £14.99 Volt 15GB Ultimate for £12.99

Awesome

Wonderful! We are thrilled to assist you with this. Please stay tuned to your email or text messages, as we just need your formal consent there to successfully complete your package update. Thank you for staying connected with us! ✨

TERMS AND CONDITIONS

I hear you on that. As outlined in the terms and conditions agreed to at the start of your contract, an early disconnection fee applies if services are cancelled before the minimum term ends. You can find the full details of this policy under Section N (Ending this agreement) of your Virgin Media terms and conditions.

COMPLAINT ABOUT EDF

I hear what you are saying, and I want to make sure your voice is heard. I completely understand your frustration regarding this charge, and I want to assure you that I have now officially registered a formal complaint on your account regarding the Early Disconnection Fee. Your unique complaint reference number is XX.Our dedicated complaints team will thoroughly review your account and contact you within 24- 48 hours to discuss a resolution. Please note that while the team reviews the case against our standard terms and conditions, the early disconnection charge is still scheduled to appear on your final statement. If any adjustments are made during the investigation, the complaints team will update you directly.

Rebuttals for Ob Toolkit

I completely understand. The deal I’ve shared is currently the best value based on your usage and the services included.

That said, I’d really like to see what else I can do for you — do you have a specific monthly budget in mind? If you can share a range, I’ll check whether there’s any flexibility to bring it closer for you.

Let’s see what we can make work.

Thank you. I’m currently reviewing the available offers for you.

While I’m doing that, is there anything in your current package that you’d definitely like to keep — or anything you’d be happy to remove or change? Let me know what you have in mind, and I’ll see how I can tailor the offer to suit you better.

Thank you for your patience. Based on the budget you’ve shared, the closest option I can offer is:

For the price point, this gives you solid speed and stability without stretching your budget too far.

How does this option sound to you? If you’re happy, I can go ahead and secure it for you.

Sim OHT

You can keep the sim as a backup or share it with someone at home. Plus, the SIM unlocks free broadband speed upgrades and discounts. Shall we keep it?

No worries, I mentioned the supercharged option because if for any reason you experience WiFi blackspots at home, we'll go ahead and provide you with up to 3 Wifi booster pods at no extra cost.

• Priority gig tickets • A hot drink or a savoury treat for just £1 • Two free beers every week

There's also O2 Priority packed with goodies too. What are your thoughts?

Are you sure you want to pass on the O2 SIM offer? I just really don't want you to miss out on the automated Volt benefits, especially since you have a busy home with gaming and remote working.

By keeping the SIM on the account, you unlock:

•Boosted broadband speed: Your virgin media broadband speed will be upgraded!

•WiFi Guarantee: Up to 3 free WiFi Pods if you ever experience any signal drops in the house. This is a massive boost for reliability.

•Double Mobile Data: If anyone in the house does end up using the O2 SIM, their data is instantly doubled.

•O2 Priority: You get exclusive weekly high-street deals, like £1 hot drinks/treats, and early access to gig tickets.

Best of all, it still makes the total monthly price cheaper than buying the internet alone. It really is the best value for a heavy-use home. What do you think?

Offers

-TNT

I wanted to let you know that if you decide to keep TNT sports to your account, it will cost £18.00 per month. Shall we keep it?

NEW CUSTOMER SPILLS

I understand that you wanted to get the same deal on the website. The offers you see online are for new customers as we want them to try our services just like you when you first joined. Though as an existing customer, I can review your current package and see what's available for you.

The price you initially paid was a specially discounted rate for the first 18 months. That contract has now finished, and the service has reverted to the standard, non-discounted price

Like many providers, we offer our best rates to new customers to welcome them. For our loyal existing customers, we aim to offer tailored packages, which I can help you review today

I understand the price difference feels unfair. As an existing customer, you are eligible to renegotiate your package to get a better rate, potentially similar to new customer deals if you are willing to change your package or enter a new contract term

Best

Thanks for your patience, XX. I completely understand why the difference in pricing can be confusing, so I’d like to explain it clearly.

New customer prices are introductory offers designed to attract people who are joining for the first time. These deals are heavily discounted and only apply during the initial contract period. Once that period ends, the account moves onto standard pricing.

Existing customers, like yourself, receive loyalty‑based discounts instead. These are personalised offers based on your current services and account history, and I’ve made sure you’re receiving the best one available today.

It’s also worth mentioning that all major providers follow this same structure — new customers get promotional introductory rates, and existing customers receive ongoing loyalty offers. So the difference in pricing isn’t unique to Virgin Media; it’s standard across the industry.

Recontract Scripts

I really appreciate you for taking my offer, XX. Rest assured that I'll process your order as soon as possible and I'll update you throughout the process. Please bear with me.

While I am in the process of your order, I want to inform you that we will need to give a 30-day notice for disconnecting your Tv/Broadband/Landline services and the contract that I have offered will only be activated once the services has been disconnected. If you wish to activate the new contract quickly, please let me know. How would you like to move forward?

Pending Payment

Thanks for waiting. There is a pending payment of X due on DD/MM/YYYY.

2 Payments Thanks for waiting.

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.

1 Credit & 1 payment

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.

Pro-Rate Bill (if BE screen is NOT showing)

Just a heads up, your next bill will be prorated. The prorate computation depends on your billing cycle. These are partial charges from the days when you had your old package combined with the days when you had the new one within your billing cycle. You'll also receive an email about the changes. Does that make sense?

If 3 bill appears in BE

Just a quick heads-up, since we've made changes, there are 3 bills currently showing on your account:

£XX due on [Date] £XX due on [Date] £XX due on [Date] You might notice that one of the bills is a bit higher than usual. That’s because it includes pro-rata charges, a one-time adjustment due to the new package recently added to your account.

No worries though! After this, your bill will go back to the new regular monthly amount.

HIGHER BILL EXPLANATION (PRORATED)

Your next bill may be higher than usual because it includes charges from both your previous plan and your new contract, depending on your billing cycle. After that, your monthly bill will return to the agreed amount

30 days activation

Your request has now been completed and just to summarize, your (Phone/TV/Broadband) service will be disconnected on dd/mm/yy. You'll get our XX which will be £XX per month on a new 24-month contract, £XX per month thereafter and your new contract will start on dd/mm/yy.

That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX. Please take note of this for your future reference.

Same Service

Just a quick recap, you are getting our XX, for only £XX per month on a new 24-month contract, £XX per month thereafter and your new contract will be activated on dd/mm/yy.

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.

That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX. Please take note of this for your future reference.

Sim

Your order for one SIM card has now been processed, and O2 will send you a confirmation via email. Your order number is XXXXXX.

Upgrade/ Downgrade

Just to set expectations, you may experience a slight service interruption since we've changed your TV/Broadband/Phone service; your new services will take effect on the date we agreed. Just to confirm, if you do choose to downgrade/upgrade in future, all you have to do is give us 30 days’ notice to make the change.

Netflix

Just a quick reminder — to enjoy your Netflix service without any issues, please make sure to activate it within the next 30 days. This helps prevent any delays or complications with your subscription.

EQ Return

We will require your Virgin equipment back. We will send you our pre-paid packaging for you to return the Virgin Media equipment. Once the equipment is packaged up, please affix the returns label and take it to your local Collect+ point. You can enter your postcode here to find your nearest point: https://www.yodel.co.uk/store-locator

If you do not return your equipment to us, you may be charged £XXX for the replacement cost for all items not returned.

In case you didn’t receive the return kit within 10 days, kindly visit this link to request another one: https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack

QuickStart

Just a quick recap, you are getting our XX for only £XX per month on a new 24- month contract, £XX per month thereafter. Your new contract starts the same day your (insert equipment) has been delivered which is on dd/mm/yy.

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.

That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX. Please take note of this for your future reference.

Manned Installed

Thanks for waiting! Just a quick recap, you are getting our XX for only £XX per month on a new 24-month contract, £XX per month thereafter. Your new contract starts the same day the new equipment will be installed which is on dd/mm/yy at insert timeslot.

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.

That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX. Please take note of this for your future reference.

Closing

Aklamio

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?

If Yes

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

Mandatory for O2

No worries! Just in case you have an O2 SIM connected to your media account with us, please be reminded that your O2 SIM will remain unchanged. If you would like to make any amendments, kindly contact O2 through https://www.o2.co.uk/contactus

If you do not have an O2 SIM, please disregard this message.

Self Care

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.

Extended Help

Everything is all set up for you now. Whilst we're still connected in this chat, would there anything else that I can assist you with?

Recontract

I really appreciate your time and patience, XX. Thank you for taking my offer and staying with Virgin Media! We value your feedback, again my name is Jacob, please take a moment to complete our survey based on how I assisted you today. Take care and have a Great day ahead! 👋

2nd

I really appreciate your time and patience today, XX😊 Thank you so much for accepting the offer and for choosing to stay with Virgin Media — we truly value you as a customer!

Again, my name is Jacob and If you have a moment, I’d be really grateful if you could complete the short survey about how I’ve assisted you today. Your feedback means a lot!

Thanks again, XX— it’s been a pleasure helping you. Take care and have a fantastic day ahead! 👋

DEFERRED OFFER

I really appreciate your time and patience today, XX😊 Thank you for taking the time to review the offer — I’m glad we could go through everything together. Please feel free to get back in touch whenever you’re ready; we’re always here to help, and we truly value you as a Virgin Media customer.

My name is Jacob, and if you have a moment later on, I’d be really grateful if you could complete the short survey about how I assisted you today. Your feedback means a lot to us.

Thanks again, XX— it’s been a pleasure supporting you. Take care and have a fantastic day ahead! 👋

Bereavement

I really appreciate your time today, XX. My name is Jacob, and if you have a moment, I’d be grateful if you could complete the short survey about the support you received. Your feedback truly helps us.

Thank you again — and please accept our sincere condolences during this difficult time. Take care.