Opening: Hi there, this is ELLA of Virgin Media Retentions. May I know your full name please? Perfect! Can I call you by your first name? Great! Am I speaking with the account holder? DPA if already passed: Amazing! Thank you for going through our automated system as I can see that you have passed our security questions. Incase this call might cut off; can I have your updated contact number and email address? now; before we proceed, I'd like to let you know that I often talk very fast, so if you think you cannot catch up pls let me know. After DPA: alright, how are you? How can I help you? (AER) if they want to cancel their services: "It's sad to hear that you're canceling your services w/ us and I appreciate you letting me know. However, may I know why?" AER: If there's no cancellation, proceed to #2 starts with: Again, thank you for reaching out to us regarding your ------------: then, I understand that you may have or may be or -------: next, rest assured that I am here to help you out.:  last: again, I am Ella. "Thank you for being honest on why you're planning to cancel(disconnect) your services. I understand that you just want to invest your money in something worth it (that's why you're looking for a better deal). And so, allow me to look for a deal that is suitable for your needs. After all I'm here to help you out. Again, I'm Ella. AFTER AER: as for your concern, (PROCEED TO COMPLAINTS) VOQ: now, in order for me to have the best value and options for your services, I will ask you a few questions. Package review: (while waiting let me have a package review) As I can see here, you have ____ for Broadband, ____ for TV and ____ for landline and you are paying £__ for it. ************************************************************************** *********************************************************************** COMPLAINTS (FOR FAULTS & FEEDBACK) "Thank you for sharing your feedback and being on top of your account, I will now raise a case for you." "How would you like to receive an update on your concern, is it via email, call, or post?"  "Again, may I have your updated contact number/email address? " (Depends on what they choose above)   : If they ask why, " this is just part of our security procedure "  " Just to confirm, your complaint is about ----- (repeat their stated concern)" " Your reference number is C-12345678" " I have now finish making a complaint for you" ****continue where you stopped before the complaint **** " So, going back to where we left off, ----" (just continue where you stop.) (PROCEED TO FAULTS PROBING) ************************************************************************************************************************************************  (PROBING FOR FAULTS) "Will you please describe what color of lights is flashing on your broadband?" "Is it solid or flashing ----" (except if it's no light) FIXING FOR FAULTS: What does a SOLID RED LIGHT on the Hub 5 mean? (This might mean that there’s an issue with the cable connections or that the Hub is too hot.) Steps to fix things: Switch the Hub’s power supply off at the wall. Make sure the Hub is placed out in the open with its vents uncovered, upright, and away from heat sources. Make sure all cables coming into and out of the Hub aren’t damaged and are pushed in firmly. Leave the Hub for 15 minutes to cool down Finally, switch the Hub back on again and let it start up for 5-10 minutes. "When it’s finished starting up, you’ll see the power light turn from flashing white to solid white." "If the Hub is still showing a red light after that, and isn’t warm to the touch, try resetting the Hub to restore it back to its factory settings. To do this just press the Hub’s pinhole factory reset button for 10 seconds with the tip of a pen, and leave it for 5-10 minutes to start up. You should see a solid white power light once it’s up and running." * What does a SOLID WHITE LIGHT on the Hub 5 mean? (If you see this it means everything is okay. This is what you’ll see when the Hub’s working normally.) * What does a FLASHING WHITE LIGHT on the Hub 5 mean? (This means the Hub is booting up. Wait at least 5 minutes for it to finish. In the meantime, check that all the cables coming into and out of the Hub are pushed in firmly.) What does a FLASHING RED LIGHT on the Hub 5 mean? (This might that the Hub has finished starting up but hasn’t been able to register on the Virgin Media network.) The best thing to do is to reboot the Hub: Switch the Hub’s power supply off at the wall Make sure all cables coming into and out of the Hub aren’t damaged and are pushed in firmly Switch the power back on again and let the Hub start up for 5-10 minutes *When it’s finished starting up, you’ll see the power light turn from flashing white to solid white.** **If the Hub is still showing a red flashing light after that, ** try resetting the Hub to restore it back to its factory settings. To do this just press the Hub’s pinhole factory reset button for 10 seconds with the tip of a pen and leave it for 5-10 minutes to start up. You should see a solid white power light once it’s up and running. What does a SOLID GREEN LIGHT on the Hub 5 mean? This means the Hub is in modem mode and won’t be sharing Wi-Fi. If you’ve put the Hub into modem mode yourself, you’ll probably be using your own router alongside the Hub. You can take the Hub back out of modem mode manually, or you can do it by resetting the Hub – just press the pinhole factory reset button for 10 seconds with the tip of a pen and leave it for 5–10 minutes to start up. When it’s finished, you’ll see the light turn white.  What does a FLASHING GREEN LIGHT on the Hub 5 mean?If the Hub flashes green slowly it means it’s downloading a software update. The Hub will take a few minutes to reboot once it’s finished downloading it. What does a solid blue light on the Hub 5 mean?When you push the WPS button on the back of the Hub the light will flash blue slowly for 2 minutes. Then once a WPS connection is successful the light will turn solid blue for 20 seconds. If it flashes blue rapidly it means the WPS connection was unsuccessful, and you should try again.   What does a flashing blue light on the Hub 5 mean?When you push the WPS button on the back of the Hub the light will flash blue slowly for 2 minutes. Then once a WPS connection is successful the light will turn solid blue for 20 seconds. If it flashes blue rapidly it means the WPS connection was unsuccessful, and you should try again. What does it mean when there’s no light on the Hub 5?This means the Hub is off. Make sure that the Hub’s power supply is firmly connected to the wall and back of the Hub, the socket at the wall is switched on, and that the Hub’s power button is switched to the ‘on’ position. Once the power is on it can take 5–10 minutes for the Hub to start up. When it’s finished you’ll see the light turn white. "Then, switch off the Hub for a minute before turning it on again. When its back on, you'll have to reconnect your devices to the Wi-Fi network using the default password." *********************************************************************************************************************************************************************************** (PROBING FOR PRODUCTS) BB 2 questions may I know how many devices are connected in your broadband at once? [before I proceed may I know if you are living with someone?] what do you and your families usually used it for, is anyone working from home?  TV 2 questions How many tv do you own? what do you and your household usually enjoy watching? LL 2 questions Where does your caller usually reside? - not using at all Do you and your family have someone to call abroad? "In order for me to look for the best package w/c is suitable for you/r (family) needs, can I put you on hold for 2 minutes?" if need more time looking: "Hi there, are you still there? can you give me more time as I'm still looking for suitable package." Presentation: (START HERE) "Hi there, are you still there? Thanks for waiting. I have here (scroll down) the ------- package for your TV, you mentioned earlier that you enjoy watching ------ this is definitely a good option for your preferred genre. (RECOMMENDATIONS) TV (no TV) I will suggest you get our Flex TV Package which includes 150 different channels (with an add on of ------ which is perfect for your preferred genre of ------- and it's our cheapest option.)  I will suggest you get our Mix It TV Package which includes 150 different channels (with an add on of ------ which is perfect for your preferred genre of ------ and it's our cheapest option.) I will suggest you get our Mega TV Package which includes 200 different channels (with an add on of ------ which is perfect for your needs/preferred genre of ------- and it's our cheapest option.) Add Ons:  - Sky Cinema Movies  - Sky Sports - TNT Sports - Asian MELA - Racing TV  - MU TV (Manchester United) - LFCTV (Liverpool FC) - Premier Sports - Virgin TV Kids - Baby TV - Adult Collect - Netflix - Disney+ BROADBAND "Following that, for your Broadband, I recommend / or (you to keep the ----) M125, which can accommodate 5-10 devices since you mentioned there are -- devices in your household, in addition to that, this is best for casual browsing (like online shopping), reading and sending email which is perfect for your household needs. [133&137 Mbps (download) 21 &21 Mbps (upload)] M250, which can accommodate 15 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for high-definition streaming which is perfect for your household needs. [26 & 26v Mbps (upload) 267 & 273 Mbps (download)] M350, which can accommodate more than 15 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for high-definition streaming and work from home which is perfect for your household needs. [36 & 37 Mbps (upload) 372 & 382 Mbps (download)] M500, this broadband speed can accommodate more than 15 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. [50& 52 Mbps (upload) 517& 544 Mbps (download)] 1Gig, this broadband speed can hypothetically accommodate 100 devices since you mentioned there are ---- devices in your household, in addition to that, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. [96 & 104 Mbps (upload) 1064 & 1138 Mbps (download] [STREAMING GAMING WFH ( 500 ) 10 device STREAMING GAMING (250) 2 STREAMING GAMING (150) 1 MULTIPLE DEVICE W/ STREAMING (1 GB)]     LANDLINE "As for your landline, I have upgrade it with (or 3rd bullet) (even though you're not using it, I still upgrade it with----- since we're not offering weekends chatter  Anytime Chatter which allows Unlimited landline calls and texts within the UK.  International Anytime Chatter which allows 75 international call locations. I suggest you keep it, so that you get the best value for your services, since for virgin media, more services mean that you get more discounts. "All in all, this is only for £---- (pounds and pens) a month for 24 months contract, so let's sign you up?" [If declined, Objection handling first before changing the package.] OBJECTION HANDLING: They reject you in presentation: "I completely understand, and I appreciate you letting me know. Just so I can help you better, may I know the reason?" if hesitant: (why you're having a second thought?)                    (w/c part of the deal you do not like?)                      Listen to the reason why they decline your offer. "I appreciate you being honest with me ----"    IF PRICE IS HIGH: "Although the price is much higher now, However, I can assure you that this is worth your money,  IF NEEDS PARTNERS APPROVAL: " I'm glad that you're considering the deal. I just want to let you know that the discount I applied in this offer may not be available since discounts vary from time to time."(AND SO, ITS BEST TO ACCEPT THIS OFFER NOW) "With the ------- package for your TV you can have a ------- different channels (think more explanation depend on the answer in probing) w/c is already a good deal. Adding to that, the broadband speed of --(M500)---- is (it has a speed of)--(----- for download and --(50& 52 Mbps)--- for upload, this will definitely cater your needs for (mentioned in bb probing). Lastly, as for your landline, (since i upgraded it to anytime chatter it allows Unlimited landline calls and texts within the UK).  (base only what you said above in LL) OR (keeping it as is can guarantee you a much better discount) for a total of £-- (pounds and pens) you can all have it. Let's sign you up? (THAT'S ALRIGHT, JUST TO LET YOU KNOW WE HAVE A 14 day cooling off period IN W/C YOU DONT need to pay within that time. THAT means they can just try it and can decide whether to accept the offer or not WITHIN THAT DURATION.) Mandatory script: "Alright, I'll now read the terms and condition of the contract" The price of Virgin media’s main services may change when any offer expires. 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 All of your pricing is laid out in the pre-contract information I am about to send you. I will then take you through the details before you accept that you are happy to proceed. This does not apply to any add-ons you may have selected or admin charges that may be applicable. Price of add-ons may vary at any time. Add-ons can be removed at any time with 30 days’ notice. You will shortly receive information via email regarding the package that we have discussed today. It will cover specifics around the contract you will be entering but we would like you to pay special attention to: •Our broadband honesty statement which covers our minimum speed guarantee and expectations. •The specifics on what your talk plan includes as standard. •The contract details, cooling off period and any early disconnection fee details if applicable. Would you like me to read any or all of them out now, or would you prefer to read them within the documentation you receive? Getting the 1st “yes”: I have sent the documents on the email address and contact number on file; can you please confirm if you have received them? If customer said yes (2nd “yes”): Great! Are you happy to proceed?    "Before we end, I'll give you a summary of the changes on your account." Mandatories: "TO SUM IT UP ---- What was changed on the account? (if there's no change; there's no change on your account) What was removed or added? This package will take effect on ____(Date) This is for £___(price) for a 24-month contract.  Check PP screen. IF NEED MORE TIME: "one moment NAME" and upon checking your account IF THERE IS:  "you have a pending payment of £___(price) due on ____(date)" IF THERE IS NO: "you don't have any pending payment") Check BE screen. After that you will have £__(price) due on ___(date) RAF: As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with one 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 RAF programme? SSO: Just before you go, if you want to review your package and services in the future, I’d recommend registering or signing in to your MY Virgin Media account atvirginmedia.com/myvirginmedia and clicking on “Myupgrade & offers.” You can even download our My VirginMedia app onto any compatible IOS or android device. I’ll send you some emails with more information.​ Further help: Is there anything else I can help with? "Before we end this call, let me confirm if your bb is now working? (----) let me just ask you if you are happy to close your case?  : (alright, since I am able to give a solution earlier) ---- IF NOT HAPPY:  "Alright, I advise you to be active or open for 24-48 hours, so we can give you a follow up updates on your case. IF HAPPY: " Thank you so much - send a resolution then - close case Survey script: We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is ___(Your Name) and have a great day!     Disconnection/ canceling achieved: Customer declined the offer after the objection handling:  "As you’re considering disconnecting your Virgin Media services, I need to let you know there are 2 options available to you."  "If you are considering moving to a new provider, we recommend you use the One Touch Switch process where your new provider will tell us when to disconnect your services." "Alternatively, if you'd prefer to give us 30-days' notice to disconnect your service, I can arrange that for you today. Which do you prefer?" If 30-days' notice to disconnect proceed to:  "Noted on that can you give me a minute to process your disconnection?" (Proceed to BE in ICOMS, check your future bill) (WO, PRESS 1 ON THE CANCELLED SERVICES, F11 CHECK START BILL DATE) If there's no future bill: "I can see that you don't have any more pending payments" ----for #3 in mandatories below if need more time: "Hi there, are you still there? can you give me more time as I'm still processing your account." Customer Selected 30 days' notice: (Check CT screen for contract) Your services will be cancelled On ____ (disconnection date) After your disconnection, your final bill is £___(price) due on ___(date) And since you are cancelling your services with us, we will be needing you to return your equipment to us. You have the ____(what equipment) and you will be receiving a prepaid return packaging 10 days after your disconnection date. You can use that to return the equipment, or you can visit the closest Yodel or collect+ stores to return the equipment. "If not, you will be charged of £ "(check in switch "yellow one") (if there's no equipment, suggest " pls throw any equipment you have in proper recycled bins" You will receive an email confirmation about this within 24 hours. Just a reminder, if you have created any virginmedia, blueyonder and/or NTL email addresses, they will be cancelled 90 days after your disconnection date. Is there anything else I can help with? "Before we end this call, let me just ask you if you are happy to close your complaint? : since I am able to give a solution IF NOT HAPPY:  "Alright, I advise you to be active or open 24-48 hours. regardinf your concern about-----" IF HAPPY: - send a resolution then - close case Survey script:  We want to know how we can continue to provide great customer service. You may receive a survey on how I assisted you today, and we would appreciate your feedback. Thank you for choosing VirginMedia again my name is ___(Your Name) and have a great day!