CLOSING SCRIPT I hope I had help you all throughout our conversation. I would like to make sure that your happy and contented on the details I had provided. We value your feedback, again my name is Shaehan, please take a moment to complete our survey based on how I assisted you today. Take care XX. 👋 ​ CX WANTS TO CANCEL AFTER OFFER I completely understand your situation, XX. If cancellation is the best option for you at this time, I'll be happy to guide you through the process to ensure everything is handled smoothly 😊 CX WANTS DEAL WITHOUT SIM I understand that you wanted to get that package without the SIM, as much as I want to get you it. That will only be able to proceed with the SIM as it is a package deal with O2 and VM so that both of their customers can get the best price if you already have a SIM, I can help you just make it to an upgrade. Is that alright with you? LESS THAN 30 DAYS Thanks for asking, Anis. Apologies but we cannot process a disconnection notice less than 30 days. We understand that you want to disconnect your service as soon as possible. The 30-day notice period helps us ensure a smooth process for you. It gives us time to manage administrative tasks, update billing, and address any concerns you may have. We're here to support you and make this transition as seamless as possible. Do you have any more queries in mind you would like to get help with? BUNDLE PRICE We'd like to clarify that the discount you receive is a bundle discount, which applies to the entire package of services you have with us. This means the savings you enjoy come from having multiple services bundled together, rather than from individual services. As such, if you choose to downgrade or remove services from your package, the overall discount may be reduced. This can sometimes lead to higher prices for the remaining services, even though you might be removing a part of the bundle. LOWER PACKAGE PRICE I was able to lower it down to a cheaper price percentage compared to what you had. I will try to talk with this to my manager as we want to keep a loyal customer such yourself. Upon checking with my manager, as much as we love to give you a bigger discount. the tool we are using is limited to what is available on your account. What we can do is give you a spot on on our team that will call you and provide separate offers which we don't have here on our tool such as Netflix. I understand that, but this is a bundled package which if I remove would be more or less the same and there will be lesser discounts for downgrading. I apologize and thankful for the years on behalf of VM. MOVING Thanks! Can you please tell me if you are leaving within 60days from today so that I can see when we will send out the equipment return and have smooth disconnection process. GENERAL NUMBER 08009539500 Choose 1 for active Customer, Choose (1 Billing, 2 For Faults, 3 for Activation Team) BLUELIGHT DISCOUNT While we aren't providing any direct discounts at the moment, we advise you to visit a site that caters specifically for you providing offers and discounts: click here http://www.bluelightcard.co.uk. I understand your concern, and I’d be happy to clarify. When customers first join, they are often welcomed with an introductory offer, which is a way of appreciating their decision to choose us. This is a standard practice across many industries to attract new customers. However, it’s important to note that existing customers have also been treated fairly—they were given similar welcoming offers when they initially joined. Over time, as costs and market conditions evolve, pricing structures may change, but we strive to ensure that all customers receive value for their loyalty through consistent service quality, competitive pricing, and additional benefits tailored for our long-term customers. NEW CUSTOMER We wanted to let you know that your current contract will not automatically disconnect at the end date. Instead, the price will revert to its original rate. If you wish to cancel your account to take advantage of the new customer deal, please note that it will take 90 days to clear and recognize your account as a new customer if you decide to cancel today. Your payment hasn't been updated on our system yet and it can normally take 24-48 hours to reflect. Please get back in touch after 2 working days to discuss any other requests for your account. In the meantime, you can check your payment in your account as soon as it's created. Is that okay? NO MANAGER Thanks for patiently waiting! I am sorry we haven't been able to reach a resolution. My manager is currently unavailable at the moment however they will be in contact with you. They will be aware of what we've discussed today. CALLBACK Thank you for waiting. It appears that we are having an issue completing your O2 sim. Let me submit a request form and one of our backend team will call you back after 24 hours to process and complete the order. Please stay connected whilst I submit the request. IRELAND Upon checking on your post code, it seems here you are residing in Ireland, and you have reached Virgin Media UK. For further help on your query, please try this link: https ://www.virginmedia.ie/contact/ Here is the number from our Virgin Media Hotline from Ireland: 3531800940070. You can use this number to speak with our advisor to proceed with your concerns. CHEAPEST OFFER As much as I want to get you that offer, I can only get you the price on which here the system shows. This is already with my own discount so that I can get you the cheapest package available. How do you wish to proceed? 30 DAYS NOTICE As outlined in the terms and conditions of the agreement, a 30-day notice period is required prior to the disconnection of services. This notice period ensures a seamless and orderly process, allowing ample time to address all necessary steps, such as the return of equipment and the settlement of any outstanding matters. We trust that this provides sufficient clarity and time to facilitate a smooth transition. MOVING WITHIN 60DAYS Understood. Can you please confirm that you are moving within 60days? This is so that we will know when t you will be moving as we want to have a smooth disconnection process for you for things such as equipment return. IN CONTRACT Thanks for waiting, Bethany! Unfortunately, as you currently still have 7 months and 4 days remaining on your current contract, there are no good available deals yet on your account, I advise you to contact us again near the end of your contract. Whilst we're still connected, is there anything else I can help you with?