Agent: Hi there, this is _____ 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? If DPA already passed: Amazing! Thank you for going through our automated system, as I can see that you have passed our security questions. If DPA not passed: Brilliant! Before we proceed, I will need to confirm some security details for me to have full access to your account. From your memorable word, can I have the ___ character please? Thanks. And how about the ___ character? Noted on that, and the ___ character please? If correct: Perfect! While waiting for your account to load, can I have your updated contact number and email address? AER Agent: How are you today, James? And how can I help you? Customer: I’ve been offered a better deal by Sky and I’m considering leaving. I’m paying too much for what I’m getting, and I’ve also been having intermittent internet connection. Agent: Thank you for letting us know, James. I completely understand why you’d want to look at your options, especially when you’ve been offered a better price elsewhere. I also appreciate you contacting us first before making any final decision. I can assure you that I’ll review your current services and see if there’s an option that gives you better value while still meeting your household’s needs. You’ve definitely reached the right person, and I’ll be happy to help. ======================================================== Complaint - I will raise a case for you, - how would you like to receive an update regarding this complaint? would you like it via email, call or mail? (THEN: get his updated email or mobile number) Again, May I have your updated contact number OR email address? If they ask why, " this is part of our mandatory standard security procedure" thank you for understanding - Let me confirm with you that your complaint is about the -------- COULD YOU KINDLY GIVE ME A MINUTE OR TWO TO LOG YOUR COMPLAINT. your reference number is C-12345678 I'VE ALREADY LOGGED YOUR COMPLAINT TO OUR SYSTEM. -continue the conversation after you raise and talked about the complaint " Going back to where we left off, ----" (just continue on your probing if that's where you left) REMEMBER: still do your AER and/or PROBING QUESTIONS before you continue your conversation Fault So, I'm going to ask you few questions regarding your usage of your broadband Landline Q1: Is your phone completely dead, or do you hear a strange sound like static or a fast busy tone? Q2: Can you plug a different working phone directly into the wall socket to test it? Broadband Q1: Are the status lights in your modem normal, or one of them is blinking or turned off? Q2: Are you using a Wi-Fi connection, or is your device directly plugged into the router with a LAN cable? I'll be needing you to go near your router and tell me the color status light in your hub. TV Q1: Do you see an error message on the screen, or is it just a black screen or a "No signal" warning? Q2: Is the issue happening with every TV in your house, or only on one set? ======================================================== CHECK YOUR KIT= first make sure that all the cables are properly connected to your hub. RESTART YOUR HUB = Try restarting your hub and the device you're using. If you're on a wired connection, unplug the Ethernet cable that connects your device and Hub first. RESET YOUR HUB = Using a paper clip or a pen, press that pinhole marked "Reset" on the back of your Hub for 20 seconds. This will restore the Hub to its default settings, which you'll find on the information panel on the bottom. Then, switch off the Hub for a minute before turning it on again. When it's back on, you'll have to reconnect your devices to the W-fi network using the default password. 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. Try these 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. ======================================================== VOQ Agent: Before I check the available offers, I’ll ask you a few questions about how you use your services so I can make sure we look at the best value and most suitable option for you. Is that okay? PACKAGE REVIEW Agent: As I can see here, James, you currently have: * Big Combo Bundle * Mixit TV * M125 Broadband * Weekend Chatter * Current bill: £95.00 * Contract ended: 05/07/2026 Since your contract has now ended, let me review what options are available for you. ======================================================== PROBING QUESTIONS BROADBAND Agent: 1. How many devices are usually connected to your Wi-Fi at the same time? Customer: Around 8 to 10 devices. Agent: 2. Since your wife works from home and the family also streams and occasionally games, when do you usually notice the intermittent connection — during working hours, streaming, gaming, or at random times? Customer: Mostly when several devices are being used at the same time. Agent: That’s helpful, James. So reliability and being able to use multiple devices at the same time are particularly important for your household. ===================================================== TV Agent: 1. What type of programmes do you and your family usually watch? Customer: Mostly movies and sports. Agent: 2. Are there any particular sports channels or sports programmes that you regularly watch? Customer: Yes, I watch sports quite often. Agent: Perfect. That helps me understand what TV content would actually be useful for your family rather than offering you channels you don’t normally watch. ======================================================== LANDLINE Agent: 1. Do you and your family still regularly use the landline? Customer: Not really. Agent: 2. If you don’t use the landline often, would you be happy with a basic talk option rather than paying extra for features you don’t need? Customer: Yes. ======================================================== HOLD Agent: Let me put you on hold for a minute or two while I check the available offers and create a package that best suits your household. Is that okay with you? Customer: Yes. Agent: Thank you, James. I’ll be right back. OFFER Agent: Thank you for waiting, James. Are you still on the line? Great. Based on what you’ve told me, I’ve looked at an option that I believe would be a better fit for your household. I would recommend moving to M350 Broadband with Mixit TV and your suitable landline package. The reason I’m recommending the faster broadband is because you have multiple devices being used around the home, your wife works from home, and your family also uses the connection for streaming and gaming. The higher broadband speed should give your household more capacity when several devices are being used simultaneously. For your TV, you mentioned that your family enjoys movies and that you watch sports, so keeping Mixit TV gives you a selection of entertainment while we can look at any suitable sports options available on your account. And because you don’t regularly use the landline, I wouldn’t recommend paying for a more expensive talk package that you don’t really need. The package would be £51 per month for 24 months, based on the offer available on the account. So instead of continuing at £95, we’re looking at a package designed around the services you actually use. SO LET'S SIGN YOU UP! IF CUSTOMER SAYS: “THAT SOUNDS GOOD.” Agent: That’s great to hear, James! I’m glad we were able to find something that better suits your household and gives you better value. Just to make sure, are you happy to proceed with the offer today? ⸻ IF CUSTOMER SAYS: “THAT’S STILL TOO EXPENSIVE.” Agent: I completely understand, James. Price is clearly one of the main reasons you’re considering Sky. Can I ask, is it mainly the £51 monthly cost that’s concerning you, or are you also looking for specific services that you feel you’re currently missing? Customer: It’s mainly the price. Agent: I understand. The reason I feel this is worth considering is that we’re not simply reducing the price; we’re also making sure the package still supports your wife’s work-from-home requirements, your family’s streaming, your occasional gaming, and your interest in sports. However, I completely respect that you need to choose what works best financially for your household. ⸻ IF CUSTOMER ACCEPTS Agent: Brilliant, James. You’ve made a great choice. Just to let you know, the price of Virgin Media’s main services may change when any offer expires. In addition, the price will increase each April. From 1st April 2027, the amount will be £4, and from 1st April 2028, the amount will be £4. All of your pricing is laid out in the pre-contract information I’m about to send you. I’ll take you through the details before you accept that you’re happy to proceed. This does not apply to any add-ons you may have selected or admin charges that may be applicable. Add-on prices may vary at any time and add-ons can be removed with 30 days’ notice. ⸻ MANDATORY SCRIPT Agent: You will shortly receive information via email regarding the package we’ve discussed today. It will cover the specifics around the contract you’ll be entering, but we’d like you to pay particular attention to: * Our broadband honesty statement, which covers your minimum speed guarantee and expectations. * The specifics of 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 these out now, or would you prefer to read them within the documentation you receive? Customer: I’ll read it myself. Agent: Of course. I’ve sent the documents to the email address and contact number on file. Can you please confirm if you’ve received them? Customer: Yes. Agent: Great! Are you happy to proceed? ⸻ ACCOUNT MANDATORIES Agent: Perfect. Just to confirm the changes today: * We have changed your package from your existing package to the new selected package. * We have added/changed the services we discussed. * The package will take effect tomorrow, 28th August 2026. * The new price is £51 per month. * This is for a 24-month contract. PP SCREEN: I can also see if there’s any pending payment on the account and confirm the amount and due date with you. BE SCREEN: After that, your next bill will be £___ due on ___. ⸻ RAF Agent: As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend who joins us with one or more Virgin Media services. Is it okay if I share your email address with our partner Aklamio, who can send you the link for our Refer a Friend programme? ⸻ SSO Agent: 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 and checking My Upgrade & Offers. You can also download the My Virgin Media app on any compatible iOS or Android device. ⸻ FURTHER HELP Agent: Is there anything else I can help you with today, James? ⸻ COMPLAINT FOLLOW-UP Since James also mentioned intermittent broadband: Agent: Before we finish, James, earlier you raised a concern regarding your intermittent broadband connection. I just want to confirm whether you’re happy with how we’ve addressed the concern today. If satisfied: That’s great. Are you happy for me to close the complaint? If not satisfied: I completely understand. In that case, I’ll make sure the concern remains open and advise you to allow the appropriate 24–48 hours for the issue to update before we take the next step. ⸻ IF CUSTOMER STILL WANTS TO CANCEL Agent: I completely respect your decision, James. 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 to disconnect your service, I can arrange that for you today. Which option would you prefer? If 30-day notice: Agent: Absolutely, James. I’ll arrange the 30-day notice for you. Your services will be cancelled on [disconnection date]. After your disconnection, your final bill will be £[amount], due on [date]. Since you’re cancelling your services with us, you’ll also need to return your equipment. You have [equipment], and you’ll receive prepaid return packaging around 10 days after your disconnection date. You can use that packaging to return the equipment, or you can visit your closest Yodel or Collect+ store. You’ll receive an email confirmation about this within 24 hours. Just a reminder, if you’ve created any Virgin Media, Blueyonder or NTL email addresses, they will be cancelled 90 days after your disconnection date. Is there anything else I can help you with? ⸻ SURVEY / CLOSING Agent: 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 really appreciate your feedback. Thank you for choosing Virgin Media again. My name is _____, and have a great day, James!