Disconnection Chat Flow · Offline Notepad

INTRO

Hi XXX! I appreciate your patience. I'll just need a moment to go over the details and review your account. Please stay connected. I'll be back with you shortly. 😊

DPA

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?

I can see that you shared your email address and mobile number with the BOT earlier. Can I just confirm if these are still your updated details?

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!

QUERY

I understand that you are planning to disconnect. Can you please provide us the reason of your cancellation?

Leaving to join another provider
Looking for cheaper deal
Something else (Please specify)

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?

I'm in the process of switching to a new provider.
My new provider has installed my new services.

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

Standard Without EDF

Thanks for waiting. 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.

With EDF

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.

Within 14 days cooling off period

As you are requesting to have all services disconnected, a 30-day notice applies as this is shown on your terms and conditions and the disconnection of the services will be on dd/mm/yy. Nothing to worry, any early disconnection fee on the account will be waived as you are under our 14-days cooling off period.

Pending Payment

There is a pending payment of XX due on DD/MM/YYYY.

with payment and credit

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.

with 2 payments different due dates

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 with the amount of £XX which will due on dd/mm/yy.

with credit only (both BE values are negative)

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.

If BE screen not showed

and the amount of your next bill will be depending on your disconnection date. You will receive a copy of your bill through e-mail or post.

Additional script for Volt Bundles Disconnection

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.

Virgin media, Blueyonder or NTLworld email

When you leave Virgin Media you'll continue to have access to your email 📧 (if you have Virgin Media/NTL/Blueyonder email) for 90 days after you close your account. This should give you enough time to set up and switch to a new email address.

30 days DISCO

Just to let you know, if you do decide to contact a new provider and follow One Touch process your Virgin Media services will cease on the same day as your installation providing it is before the disconnection date that we've discussed today. This means you'll have no disruption of service or overlap billing. Do you have any questions?

30 days DISCO

As a result of you closing your account with us, 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 post code 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 item not returned.

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

OTS

If you do not return your equipment to us, you may be charged an estimated amount of £XXX as a replacement cost for all item not returned.

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.

If no equipment is required to be returned

Just a quick reminder for your equipment, we kindly ask that you dispose of it in an environmentally friendly manner. You may locate your nearest recycling facility by visiting this link https://www.recyclenow.com/recycling-locator and entering your postcode, town, or city.

Alternatively, you may send us an SMS at 0753-305-1809, and our team will follow up with you. We’re available Monday to Friday from 7:00 AM to 11:00 PM, and Saturday to Sunday from 8:00 AM to 8:00 PM.

If you’re unable to dispose of the equipment yourself, we can send you free postage and packaging. Kindly return the equipment to us, and we’ll do it on your behalf.

CG is blank

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

Self Care

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.

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?

Disconnection

I really appreciate your time and patience today, XX😊 Please rest assured that we’ll keep you updated regarding your disconnection using your contact details on file.

We truly value your feedback! My name is Jacob, and if you have a moment, I’d be very grateful if you could complete our short survey about how I assisted you today.

Thanks again, XX! Take care and have a fantastic day ahead 👋😊

2

I really appreciate your time and patience today, XX. I sincerely apologise that we weren’t able to meet your needs on this occasion.

Please know that we truly value you as a Virgin Media customer, and we completely respect your decision. If you ever decide to come back in the future, we would be more than happy to welcome you again.

We also value your feedback. My name is Jacob, and if you have a moment, I’d really appreciate it if you could complete our short survey about how I assisted you today.

Thank you again, XX. Take care and have a great day ahead! 👋😊