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All In - Call Flow

Opening: 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?

DPA if already passed: Amazing! Thank you for going through our automated system as I can see that you have passed our security questions.

While waiting for your account to load, just in case this call gets disconnected, what's the best contact number or updated email address we can use to call you back?

AER

how are you and how may I help you today?

thank you for calling us and for letting us know regarding the status of your broadband, I would also call customer service to help me with this matter. Don't worry, you called the right person to assist you with this issue. Again, this is ____ of Virgin Media Retentions, I am happy to help!

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thank you for calling us and for letting us know about cancelling your account with us, (I appreciate that you contacted us first before making any decisions) I can assure you that we can offer you (cancelling process can be stressful and I understand that you want) the best deals that will suit your needs and is also good worth of your money, as a consumer myself, I would also call customer service to help me with this matter. Don't worry, you called the right person to assist you with this issue. Again, this is ____ of Virgin Media Retentions, I am happy to help!

Complaint

-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 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.

while waiting for that Let me review your account real quick:

Package review: As I can see here, you have ____ for Broadband, ____ for TV and ____ for landline and you are paying £__ for it.

VOQ: I will ask you a few questions for us to have the best value and options for your services.

Probing Questions: Landline =Do you usually make calls internationally or just within UK?

Broadband =How do you and your household use your broadband? = how many devices connected in your broadband at any one time?

TV =How many TV's do you use in your household? =What Genre do you & your family enjoy?

I will put you on hold for a minute or 2, for me to create a perfect bundle for you, is that okay?

Hello, thank you for waiting patiently, are still on the line? great! Presentation: I have here (Name of Bundle) which I think will best suit your needs. This has ____ (BB package) which will give you ___mbps of speed since you mentioned earlier that ______, this will give you ________. This will be for only £ a month for 24 months contract. Let me know what you think!

As you said earlier regarding with your landline_______ I recommend you _______

as for your broadband you mentioned that_______ so I recommend you __________

with your TV you said__________ for that I recommend you the _____________

all in all will cost you only £__.00, let me know what you think!

“I completely understand. I appreciate that keeping your monthly bills affordable is important, especially when you’re trying to manage your household expenses. Don’t worry, I’ll have a look at your account and see what options we have available that may provide you with better value, I will put you on hold for a minute or 2, let me see what I can do. Is that okay with you?"

** you can create other AER

“I completely understand and I appreciate you for letting us know regarding their offer, but of course we also want to make sure that you are getting the best experience with our deals that is good worth of your money. Though with this value I can assure you that this package will not cause you any problem, as we offer the best deals that suits your needs. With this........

If declined, Objection handling first before changing the package.

If accepted, Click Accepted in Discover and read everything on the box. Check the small check boxes.

IF NOT DECIDED YET (if the customer mentioned that they will think about it or they will talk about it, suggesting calling back) (It's great that you liked that offer), but if you do not take the offer now, we might not have the same offer for you since the offers and discounts change with in time, what I was able to offer you right now might not be available when you call back.

There is a 14-day cooling off period for you, if you ever change your mind, you can give us a call for your disconnection, don't worry you have nothing to pay for it.

IF ACCEPTED Okay, Thank you. allow me to read the terms and conditions to you:

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 of April 2027. The amount will be:

£4 from April’s bill of 2027

£4 from April’s bill of 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.

Mandatory script:

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?

  1. What was changed on the account? There are no changes made on your account
  2. What was removed or added?
  3. This package will take effect on (Date) = this package will take effect on the 21st of August 2026 4.This is for only £(price) for a 24-month contract. 5.(DO NOT READ) Check PP screen. If there is, you have a pending payment of £(price) due on ____(date) if non: you have no pending payments. 6.(DO NOT READ) Check BE screen. After that you will have £(price) due on ___(date) the 20th of September 2026
  4. 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?
  5. 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 “My upgrade & offers.” You can even download our My Virgin Media app onto any compatible IOS or android device. I’ll send you some emails with more information.​ 9.Further help: Is there anything else I can help you with? ********** okay, since I have raised a case earlier, which you resolved it on your end, are you happy to close the case or would like to keep it open?
  6. 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 Aki and have a great day!

IF STILL INSISTING TO CANCEL DO NOT PUSH IT ANY FURTHER AND JUST RESPECT THE CUSTOMER'S DECISION I understand. I wouldn’t want you to commit to something that doesn’t fit your budget. If you’d prefer, we can leave it there, and I appreciate you taking the time to speak with me.” ==== optional

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-day notice to disconnect your service, I can arrange that for you today. Which do you prefer?

RETURN OF THE EQUIPMENT 30 DAYS AFTER DISCONNECTION

Customer Selected 30-day notice: (Check CT screen for contract) Your services will be cancelled (ON YOUR SWITCH DATE) 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. failure to return the equipment, you WILL BE CHARGED £90.00 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? 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!