====================================================== PRICE RISE Just so you’re aware, all major UK providers apply an annual price increase every April. With Virgin Media, the annual increase is £4.00. If you renew your contract today, your first annual increase of £4.00 would be in April 2027. Are you happy for me to go ahead with the renewal? ====================================================== NO CONTRACT BUT STILL ACTIVE SERVICE When your contract expires, your services won’t stop, only your discounted price will end, and your package will revert to the standard rate. If you still wish to cancel, you have two options available that is providing us 30 days' notice or follow our one touch switch process. ====================================================== WEBSITE ORDER OR ACCOUNT Could you please confirm if the package you processed was done through our Virgin Media website or through your online account? ====================================================== WIFI PODS You can order Wi-Fi Pods by calling 0345 454 1111. They cost £8.00 per month. ====================================================== IF THE CUSTOMER WILL TAKE A LOOK No worries, you may take your time. Just heads me up if you already have a decision. Thanks Sure. Take your time. I’ll be just right here. No need to worry, XX. Take your time. I’ll stay right here in our chat. Just a quick reminder that I’ll check in every 4 minutes to make sure we don’t lose connection. If you need anything or have any questions, feel free to let me know anytime. 😊 ====================================================== TRANSFER TEMPLATE Where to transfer: WM Movers team Reason: Moving to another address CID: 0fb080fd-0c87-4d26-9620-38334e348bcc Offered anything: N/A Name of the customer: Yiyang ====================================================== LOOK FOR ANOTHER DEAL || OPTION 3 I completely understand where you’re coming from. I’m already reviewing the available offers for you, and I can also check if there’s a way to extend or improve the discount, so the deal fits your needs even better. Let me take a moment to explore all possible options for you. ====================================================== LAST OPTION || LAST PRICE BEFORE CANCELLING I totally understand. But before we proceed with your cancellation, I’ve checked your account and I actually have a package that might suit your budget. It includes 264 Mbps. I can offer it to you for only £27 per month on a new 24‑month contract. How would you like to proceed? ====================================================== IF THEY HAVE A CONTRACT || IN CONTRACT I hear you. Upon checking your account, we’ve noticed that you are currently getting significant savings with your package. 😊 Considering the 14 months left on your contract, we highly recommend keeping your current package as is so you can take full advantage of the discounts. Do you want to look for an offer or shall we leave it as is? ====================================================== OFFER BEST OPTION Thank you for waiting. Based on your account, I can offer you Volt 350 broadband at £39 per month on a 24‑month contract, which includes 362 Mbps broadband speed. You can connect via our superfast broadband with an average download speed of 362mbps and an average upload speed of 36mbps 📶. Best for streaming and browsing! May I know how you wish to proceed? 😊 ====================================================== OHT FOR BEST DEAL Thanks for sharing me that. I've checked my resources and what I've offered earlier is already the best affordable. Rest assured that I have already applied the maximum discounts on the deal to give you the best value for your money. Would you consider my offer? ====================================================== SKY ATLANTIC ON V6 Since you’re trying to access Sky Atlantic, I just want to let you know that this channel is only available on the Virgin TV 360 box. Your current V6 box doesn’t support Sky Atlantic, which is why you’re unable to view it. The good news is that you can upgrade to the TV 360 box, and once that’s done, you’ll be able to watch Sky Atlantic along with all your other channels. Would you like me to help you with upgrading your box? ====================================================== O2 SIM TRANSFER No worries, you have the transfer of your number. Once you have received the SIM and have registered on your online account, you can log in and select "Switching" under the "My Profile" section. Select "Use PAC" then enter the PAC code and select "transfer". ====================================================== DPA FAILED Apology for the inconvenience that has caused you today. However, as much as I would love to assist you as the information you've provided does not match on our system. For security purposes we can't disclose any information without clearing the security check. In the meantime, can you please reset your password through your virgin app it will take 24 hours to be updated on our system. ====================================================== SMS SMS Pa-SMS po coach, thanks. 😊 Ms. Geraldine Gray 07927618263 EEEECCC1 SMS Pa-SMS po, thanks. 😊 Mrs. Lisa Fairmaner 07852361437 EEEECCC1 ====================================================== OHT IF DONT WANT TO RENEW I understand the confusion, so let me clarify it for you. If you renew your contract now, your next price rise will be on April 2027, and it will only be £4. But if you don’t renew yet, your account will still be affected by the 2026 price rise, which is higher. That’s why renewing now protects you from the upcoming increase. ====================================================== MOVED/MOVE TO THE NEW ADDRESS AND MISTAKENLY RENEW AGAIN INSTEAD OF CONTINUING THE OLD CONTRACT Thanks for waiting. I can see here that your original contract was supposed to end on 16/04/2026, based on your 18‑month term that started on 15/10/2024. When you moved to your new address, the previous advisor mistakenly set you up with a new 18‑month contract instead of continuing the remaining term. No worries. If you wish to continue with your cancellation request, we can waive this fee on your account. How would you like to proceed? ===================================================== NOT HAPPY WITH THE OFFER || COMPLAINT I can see that a case has already been created on your account because you weren’t happy with the available offer. Just a heads‑up: we are the last department that can provide the best possible offers, and what I’ve shared with you is already the best available. ===================================================== IF THERES ANOTHER CASE AND WE FILE ANOTHER CASE AND RAISED IT TO A MANAGER Since a previous advisor has already raised a case, I can see that there are actually two complaint cases created on your account, with reference numbers C‑1804262495 and C‑170326382. Someone from higher management will contact you within 24 to 48 hours, either by email or phone. ===================================================== RENEWAL DIDNT GO THROUGH ON SYSTEM Thanks for sharing. After checking on my end, it appears that your renewal didn’t go through in our system. No worries, I can re-bundle your preferred package for you. Could you please confirm if this is the same package you want to proceed with? ===================================================== VIRGIN MEDIA IS NOT AVAILABLE IN THE AREA Thanks for sharing. Having checked your address, it appears that our services are not yet available in your area. You can register your interest by filling out our form through the following link: https:www.virginmedia.com/keep-me-posted Please enter your postcode, select your address, and provide your details. Once your area becomes serviceable, we will notify you via email, phone call, or a visit from one of our field personnel. We appreciate your interest in our cabled services, and we look forward to having you as one of our valued customers. Do you have any questions for me? Is there anything else I can assist you with today? ===================================================== IRELAND CUSTOMER If your concerns are related to Virgin Media in Ireland, we would kindly refer you to their dedicated support channels. You can reach Virgin Media Ireland by calling their hotline at 0035312458000 or visiting their website at h ttps://www.virginmedia.com/help/contact-us We want to ensure that you receive the best possible support for your concerns, and Virgin Media Ireland's dedicated team of representatives will be happy to assist you. Thank you for choosing Virgin Media, and we hope you have a great day. 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. ===================================================== DOWNGRADE Because you mentioned you have a limited budget and don't use frequently the Landline. We have our £44 per month deal. We can drop the broadband speed to 264mbps for £44 per month cheaper and remove the landline. What do you think? If NO (triples): Okay, we can drop XX channels for £XX per month cheaper. What do you think? ===================================================== OHT || DOWNGRADE I completely understand. Just a heads up if you do choose to downgrade in future all you have to do is give us 30 days’ notice to make the change. The good news is, I’d strongly recommend keeping the same package so we can maximize the discounts available on your new deal. The price has already been trimmed down on that package, and our offers changes from time to time so it's recommended to secure this amazing deal which will give you a lot of savings. What do you think? ===================================================== MOVING If anything changes during your contract like moving address, just chat with us and we'll help you move your services to the new address if possible. If the new address can't connect to our network then we'll talk you through the options (including waiving of early termination fee). How does that sounds? ===================================================== DISCONNECTION Thank you for confirming. Since you’ve decided to move forward with disconnecting your services, I’ll continue with the cancellation request. One moment please. Thanks ===================================================== QUESTION ABOUT BILL Thank you for sharing that information. You do not have any Early Disconnection Fee. However, your final bill may vary because it is system‑generated. Once the cancellation request is processed, the system will calculate the correct amount based on the date selected. How would you like to proceed? Once the cancellation request is processed, the system will calculate the correct amount based on the date selected. ===================================================== BILL Your final bill only includes charges for any services that we've provided to you and if there's any applicable credits, it will be refunded to you within 45 days and will be back to your bank account. ===================================================== 14 DAYS COOLING OFF Thank you for your patience. I’ve had a look at your account, and your contract includes a 14‑day cooling‑off period, so you’re free to cancel without any early disconnection fees if you decide to go ahead. Since you’re already an existing customer, the offers available to you are the ones I currently have access to, as new‑customer promotions only apply to brand‑new accounts. Let me know how you’d like to move forward, and I’ll be happy to help. ===================================================== CANCELLATION 30 DAYS TO 60 DAYS As you are thinking about canceling your services, please be aware that we require a minimum notice period of 30 days and a maximum of 60 days. ===================================================== STAY ONLINE A gentle reminder kindly stay connected throughout our discussion, as the package I am presenting may be lost and cannot be processed. Once we finish this, I will discuss your upcoming bill. Thank you very much! 😊 ===================================================== 3 BILL Since we’ve made the changes, your next bill will be £XX, which will be due on XXX. The bill after that will be £XX, this includes any pro-rata charges and will be due on XXX, then £XX on XXX. To manage your expectations, your upcoming bill will be prorated. The calculation for the prorated amount is based on your billing cycle. This includes partial charges for the days you were on your previous package, along with the days you were on the new package during your billing cycle. Additionally, you will receive an email detailing the changes. Have I successfully clarified the situation? ================================================ BILLING DEPARTMENT I highly suggest to contact our Collection department who can offer you further supporting in paying your Virgin media bills and managing your account. You can get in touch with our Collections team on 0800 052 2620 from any phone. Our team's available from Monday to Friday 8AM to 8PM and on Saturday from 9AM to 5PM. 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? ================================================ ADVISE THE CX NOT TO BE AWAY I’d recommend not to away for too long, just so you don’t miss out on this great opportunity. Offers like this don’t stay available for long, and I’d love for you to take advantage of it while it’s still here. ================================================ REVIEW THE CONTRACT Could you please indicate which of the following options you prefer for reviewing your new contract? 1. Send any or all of them here in our conversation 2. Prefer to read them within the documentation you receive to your Email and SMS ================================================ CANCEL RENEWAL I want to clarify that we’re unable to pause or cancel the renewal. At the end of your contract, the account will automatically be billed at the standard rate for your current package. Once we disconnect your services, the renewal will stop. Please note that your final bill may still vary, as it is system‑generated. How would you like to proceed? ================================================ CJM FILE I understand your concern, but my supervisor isn’t available right now. There’s no need to worry we know how to escalate your query properly. I will file the complaint on my end, and our supervisor will reach out to you within 48–72 hours with a resolution. How does that work for you? ================================================ HBO You can use the HBO Max app on your Virgin Media box, but the subscription itself isn’t included. Virgin Media only provides access to the app — the actual HBO Max membership has to be taken out and paid for separately. If you already have TNT Sports with us, you can watch the TNT Sports content inside the HBO Max app, but the rest of HBO Max still requires its own subscription. ================================================ OTS Thank you for waiting. It doesn’t look like we received a Switch Complete message from your new provider, which is why your Virgin Media O2 services are still active. Since it's a newly notice on us. Should you still wish to disconnect your Virgin Media O2 service(s) with me today I can go ahead and get that processed for you, although we would require 30 days notice for this cancellation. Which one do you prefer? =============================================== OHT IF THEY WANT TO LEAVE || ADAMANT I completely understand. We’d really like to keep you with us. Do you have any other suggestions that could help us find a better deal for you? Maybe there’s still something we can work out. =============================================== 2028 PRICE Really appreciate the info, and thank you for asking. The increase is due to the price‑rise charge and the expiration of your promotional discounts. Once those discounts end, your plan returns to the standard price, plus the additional price‑rise adjustment. All good with this? =============================================== MOVED WITH SERVICES IN THE FUTURE I completely understand. Just a quick heads‑up if you decide to move to your new address, you may contact us so we can assist you further. We can help arrange your moving plan, and your current plan can also be transferred to your new address. Which option do you prefer? =============================================== 7 DAYS DISCO BILL QUESTION I understand. You will need to settle the full balance; however, you will only be charged for the days the service was used. Any remaining amount will be refunded directly to your bank account. Does that work for you. =============================================== RETURN KIT You can return equipment to an O2 store – there’s no need to wait for return packaging, no packaging is needed, and you'll receive a receipt. The nearest Yodel store can be found at yodel.co.uk/store-locator and the nearest O2 store can be found at stores.o2.co.uk, all good with this? 👍 =============================================== O2 SIM The situation is that even if the agent/customer selects “existing O2”, a Multi‑SIM is always processed as an additional SIM, not a replacement. So if the customer already has an O2 SIM that’s still under contract, cancelling that original SIM will still trigger an EDF. That’s why it’s crucial to explain upfront that: The customer’s current O2 SIM stays active because it has its own contract. The Multi‑SIM we add is separate, purely for the Volt benefit. If the customer decides to cancel their original SIM, O2 will charge an EDF because that SIM is still within its contract term. Each SIM has its own individual agreement, so cancelling one early always results in an EDF — even if they have another O2 SIM active. Another important point is that if the customer wants to transfer their current O2 number to the new O2 SIM that was offered, this is only possible if their existing O2 SIM is already on Pay As You Go. However, if the customer’s current O2 SIM is still under a monthly contract, the number cannot be transferred to the new SIM. =============================================== PERSONAL INFORMATION We’re unable to provide any account information, but we can confirm any details you provide to us. Could you please confirm the name registered on the account so we can verify it? =============================================== VOE CALL BACK SCRIPT 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. Thanks for waiting! We have submitted the form and call back will be within 24 hours or the next working day from our O2 team to process the SIM for you. Kindly look out for a call from an 0330, O2 Number. =============================================== GOOD CHAT Everything has been arranged for you now. Just simply complete the survey first on how I assisted you today. Whilst we're still connected, is there anything else that I can assist you with? 😊 =============================================== CALL Virgin Media’s main customer service number 0345 454 1111 is a standard UK landline number. So the charges depend on the customer’s mobile provider. =============================================== CHANGING PASSWORD Let's update your password/memorable word 👍 • Password must be at least 6 to 15 characters long • Must contain at least one number • Only numbers and letters • No spaces and special characters • Must be of customers own choice in every instance • Must not contain default words, i.e. 'virgin', 'password' =============================================== Here’s a quick summary of what you’re getting: Package name: Contract length: Delivery/installation date: Here’s a quick summary of what you’re getting: Package name: Contract length: Installation date: =============================================== What is happening? If a customer contacts us about a recent online order that hasn’t been applied yet, this is a See It, Feel It, Fix It moment. Acknowledge the issue, take ownership and follow the process. What do I need to do?See It, Feel It, Fix It See It: The online order hasn’t landed on the account yet Feel It: “I understand it’s frustrating not seeing your order on the account yet.” Fix It: “I’ll take ownership of this and make sure it gets resolved for you.” ✅ What you do Submit an RK request for the order Include accurate customer and order details only Send it through with no account changes ❌ What you don’t do No service changes No bundle or package updates No plan or product changes No discounts, offers, or credits 🗣️ Set clear expectations with the customer “I can see this is a recent online order. I’ll raise this with the right team to get it applied to your account.” “I’ll take ownership of this and make sure it’s progressed for you.” “Once it’s processed, everything will update automatically.” 🔑 Key reminder This applies to online orders only. ========================================= ADAMANT I understand, and I’m here to help you with that. Before we continue, may I ask what’s leading you to cancel Virgin altogether. Having a bit more context will help me make sure you get the right support and the best possible outcome. Thank you ========================================= PAC No worries, you have 2 options to complete the transfer of your number. 1. Request a PAC by texting "PAC" to 65075. 2. Once you have received the SIM and have registered on your online account, you can log in and select "Switching" under the "My Profile" section. Select "Use PAC" then enter the PAC code and select "transfer". How do you wish to proceed? ========================================= BROADBAND That’s perfectly understandable. To make sure we find the right option for you, may I know if you’re looking for an upgraded speed, and what you usually use your broadband for? ========================================= RETURN EQUIPMENT You may also drop off the returns pack at a local Yodel store (previously known as Collect Plus). Alternatively, you can return equipment to an O2 store – there’s no need to wait for return packaging, no packaging is needed, and they'll receive a receipt. The nearest Yodel store can be found at yodel.co.uk/store-locator and the nearest O2 store can be found at stores.o2.co.uk.