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Tiffany

Hi there, this is Sheila calling from Virgin Media Retentions. May I know your full name, please?

AGENT:

Perfect, Tiffany. Can I call you by your first name?

AGENT:

Great. Am I speaking with the account holder?

Amazing, Tiffany. Thank you for going through our automated system, as I can see that you’ve passed our security questions.

Before we proceed, in the event that we need to contact you regarding your account, can I confirm your updated contact number and email address, please?

Perfect, thank you. I’ve updated those details ⸻

  1. AER

AGENT:

How are you today, Tiffany, and how can I help you?

CUSTOMER:

My bill has gone from £75 to £135. My contract has expired and I don’t think it’s worth paying that much. My internet is also intermittent, so I want to cancel.

AGENT:

Thank you for explaining that, Tiffany.

I completely understand why you’re concerned. Going from £75 to £135 is a significant increase, especially when you’re also experiencing intermittent internet.

If I were the customer myself, I’d want to call and explore my options before making a decision to leave.

But you’ve called the right person today. I’m going to review your account, understand how your household uses the services, and see what options I can offer you that could give you a better option

  1. BROADBAND PROBING

AGENT:

Regarding your internet, you mentioned that the connection is intermittent.

Is the issue that you completely lose connection, or does the connection become slow?

CUSTOMER: It cuts out.

AGENT:

Does this happen on all devices or only certain devices?

CUSTOMER: Most of them.

AGENT:

And how often does this happen?

CUSTOMER: [Answer.]

AGENT:

I understand.

How many devices do you normally have connected to your broadband at the same time?

CUSTOMER: Around 4 to 6 devices.

AGENT:

And because you’re working from home, are those devices being used at the same time as streaming or other activities?

CUSTOMER: Yes.

AGENT:

That gives me a much clearer picture of what your household needs.

⸻

  1. HUB CHECK

AGENT:

I’ve logged your broadband concern.

Can you please go near your Hub and let me know what colour light you’re currently seeing?

CUSTOMER: [Colour.]

AGENT:

Thank you.

If you’re seeing a red light, we’ll need to check the cables and make sure the Hub isn’t overheating.

Please make sure it’s upright, in an open space, with the vents uncovered and away from any heat source.

We’ll also want to make sure all cables are firmly connected and undamaged.

If needed, we can reboot the Hub and allow around 5 to 10 minutes for it to start up.

⸻

  1. PACKAGE REVIEW

AGENT:

Now let’s review your current package.

I can see that you’re currently on the Bigger Combo Bundle, with:

Your previous price was £75 per month, and your contract expired on 18 July 2026, which is why your current price has increased to £135.

I completely understand why that would be concerning.

⸻

  1. VOQ

AGENT:

I’m now going to ask you a few questions so I can understand exactly how your household uses your services.

BROADBAND

You mentioned that you have around 4 to 6 devices connected.

Are these mainly phones and tablets, or do you also have laptops, smart TVs or other devices?

CUSTOMER: [Answer.]

AGENT:

And because you’re working from home, how important is a stable connection during working hours?

CUSTOMER: Very important.

AGENT:

Absolutely. And apart from working from home, what does your household normally use the internet for?

CUSTOMER: Streaming and browsing.

⸻

  1. TV PROBING

AGENT:

How many TVs do you have at home?

CUSTOMER: [Answer.]

AGENT:

And what does your family normally enjoy watching?

CUSTOMER: Movies, documentaries, DIY shows and kids’ channels.

AGENT:

Perfect.

And your husband enjoys watching sports during the weekends, correct?

CUSTOMER: Yes.

AGENT:

That’s helpful because I can make sure the TV option I recommend still fits what your family enjoys.

⸻

  1. LANDLINE PROBING

AGENT:

And regarding your landline, do you regularly make calls, receive calls, or both?

CUSTOMER: [Answer.]

AGENT:

Are your calls mainly within the UK, or do you regularly call overseas?

CUSTOMER: [Answer.]

⸻

  1. HOLD

AGENT:

Thank you, Tiffany.

You’ve given me everything I need.

Let me put you on hold for a minute or two while I review the available offers and see what package would give you the best value based on your household’s usage.

Is that okay?

CUSTOMER: Yes.

⸻

  1. RETURN FROM HOLD

AGENT:

Hello, Tiffany. Thank you very much for waiting patiently. Are you still on the line?

CUSTOMER: Yes.

AGENT:

Brilliant.

I’ve reviewed your account and based on everything you’ve told me, I believe I have an option that would address the main reason you’re considering cancelling — the price — while also giving you a broadband package that’s better suited to your household.

⸻

  1. PRESENT THE OFFER

AGENT:

For your broadband, you’ve told me that you have around 4 to 6 devices connected, you’re working from home, and your household also uses the internet for streaming.

I’d recommend M250 Broadband.

M250 gives you an average download speed of around 264 Mbps and gives your household additional capacity when several devices are connected at the same time.

That means you can work from home while other members of the household are streaming or using their devices, giving you a smoother overall experience.

For your TV, because your household enjoys movies, documentaries, DIY shows, kids’ channels and sports, I’d recommend [recommended TV package].

For your landline, based on how you use it, I’d recommend [Weekend Chatter / Anytime Chatter / International Anytime Chatter].

The important part, Tiffany, is that rather than continuing at the current £135, I can offer you this package for £____ per month for 24 months.

That gives you a much more manageable monthly price while keeping the services that your household actually uses.

⸻

  1. ASK FOR THE SALE

AGENT:

Tiffany, based on everything we’ve discussed, would you be happy to proceed with this package today?

⸻

  1. CUSTOMER: “I’M STILL NOT HAPPY WITH THE PRICE”

CUSTOMER:

It’s still expensive. I was only paying £75 before.

AGENT:

I completely understand, Tiffany.

You’ve been paying £75 previously, so naturally you’d compare the new price against what you were used to paying.

The important thing is that your previous contract has expired, which is why the price moved to £135.

What I’m able to do today is review your services and apply the available offer so you aren’t simply continuing on that higher out-of-contract price.

You’re now looking at £____ per month for 24 months, while keeping a package designed around your household’s needs.

And because you also mentioned the intermittent broadband issue, I’ve made sure we’re addressing that concern rather than simply discussing price.

Would you be happy to proceed with this offer?

⸻

  1. CUSTOMER: “I WANT TO CANCEL ANYWAY”

CUSTOMER:

No, I still want to cancel.

AGENT:

I completely understand, Tiffany.

Before I proceed with the cancellation, I just want to make sure you’ve had the opportunity to consider the offer I’ve provided today.

You’ve told me that the main reasons you’re leaving are the increase from £75 to £135 and the intermittent broadband.

I’ve offered you £____ per month for 24 months, along with a broadband option that better suits your household’s usage.

If you still feel that cancelling is the right decision after considering that, I completely respect your decision.

⸻

  1. IF CUSTOMER STILL DECLINES — DISCONNECTION

CUSTOMER: Yes, I still want to cancel.

AGENT:

I completely understand.

As you’re considering disconnecting your Virgin Media services, there are two options available to you.

If you’re moving to a new provider, we recommend using 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, I can arrange that for you today.

Which option would you prefer?

⸻

  1. CUSTOMER CHOOSES 30 DAYS’ NOTICE

CUSTOMER: 30 days’ notice.

AGENT:

Of course.

Let me check the contract details for you.

Your services will be cancelled on your agreed switch/disconnection date, which is [date].

After your disconnection, your final bill will be £____, due on [date].

Since you’re cancelling your Virgin Media services, we’ll also need you to return the equipment.

You currently have [equipment].

You’ll receive prepaid return packaging after your disconnection, which you can use to return the equipment. You can also use the appropriate Yodel or Collect+ return location.

If the equipment isn’t returned, a charge of £____ may apply.

You’ll receive an email confirmation of your disconnection within 24 hours.

Also, if you’ve created any Virgin Media, Blueyonder or NTL email addresses, these will be cancelled 90 days after your disconnection date.

⸻

  1. FINAL CLOSE — CANCELLATION

AGENT:

Is there anything else I can help you with today, Tiffany?

CUSTOMER: No.

AGENT:

We want to know how we can continue to provide great customer service. You may receive a survey about how I assisted you today, and we would appreciate your feedback.

Thank you for choosing Virgin Media.

Again, my name is Sheila, and I hope you have a great day.