INTRO:: Hi XX, thanks so much for waiting. I'm just taking a look at your account. I'll be back with you ASAP. 👍 (IF CUSTOMER IS NOT YET DPA PASSED. CONDUCT DPA) CONFIRM DETAILS: Thanks for your patience and clearing the security checks. I can see that you are moving house and looking to take your services. May I please confirm if these details are correct? New address: XX Installation date: XX (These details can be found on the bot. If not given please do ask customer) Thank you. May I please have the following? Post code of the address you are moving into House number of the address you are moving into or Thank you. I can see that you are moving house and looking to take your services. Could you please confirm the specific target date you would like to have the services installed to your new address? HOLD SCRIPT: Got it! Let me check your new property. CONFIRM TYPE OF INSTALLATION: Great news! The address is serviceable by Virgin Media! NUDGE: Please stay connected so we can confirm some important information with you. As I process this, I’ll also share a summary of today’s discussion before we end our conversation for your records (The next step depends if the new address is eligible for QuickStart, 1man,2man or Single Visit) IF AREA IS QUICKSTART: Let me discuss the installation type available in the area. Your property is eligible for self-install, which will make the installation much quicker and easier to do. We’ll set the activation to the new address on the XX and services from the old address will go off on the XX. All good with this? _________ Thanks. You’ll receive a Movers pack with additional cables and instructions to get you up and running at the new premises. ___________ On the activation date, you will receive an activation SMS, you just have to respond GO. If there isn’t a socket, just give us a call and we’ll send out an engineer within 48 hours. If you need any support during the self-install process, you can contact us at any time on 0800 953 9500. Please also remember to take your equipment with you, that way you can get up and running straight away. All good so far? C: Yes A: I was able to check your account and you are paying X/month for XTV, X broadband, X chatter services. Let me start processing your request to move the services. One moment, please IF MANNED INSTALLED: Let me discuss the installation type available in the area. On the day of the install, we will be sending an engineer who may need to drill internally / externally at your home. The install will usually be completed in less than 2 hours and someone over 18 must be present. Kindly make sure to take your equipment with you to the new premises. All clear so far? ________ Great! The earliest date of installation is on XX in the Morning/afternoon slot. Would that be okay? ________ Thanks! We’ll set the activation to the new address on the XX and services from the old address will go off on the XX. All good with this? TRANSITION: I was able to check your account and you are paying X/month for XTV, X broadband, X chatter services. HOLD SCRIPT: Let me start processing your request to move the services. One moment, please PRESENTATION: Upon checking your account, I’ve found a couple of offers that could be worth considering. I’ll run through both so you can decide what works best for you. Option 1: For a total of £X per month on a 24‑month contract, you’d receive XX Mbps broadband, XX TV channels, and XX landline service. This package is well suited to your current usage. Option 2: Alternatively, you’ll get our VOLT package for just a total of £x per month (£x for your media and £x.00 for O2 sim) on a new 24-month contract, you’ll get the same internet speed. Also, this package includes a XGB data O2 sim, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies. This option gives you additional value compared to the option 1. Let me know what you think? IF CUSTOMER IS HAPPY WITH TRHE CURRNET PACKAGE: Happy to hear your enjoying your current package but just so you know, we do have new offers that you might want to consider, shall we take a look? BRIDGING STATEMENT: I understand that you don’t want the offer. No worries at all. I can still process your move and transfer, and you’ll keep the same package and continue your current contract at your new property. LIKE-FORLIKE SCRIPT: As you are keeping the same services, please remember to take your equipment when moving to your new property INTRODUCTION FOR COMPLIANCE LIKE-FOR-LIKE Now, let me send you some key Information you should know. CONTRACT CONTINUETION: Having contract continuation is an exclusive reward for moving customers only at the moment. We’re still working on getting our systems updated to reflect this, so as a result of booking your move today, you may receive a minimum term contract to your new address. Please disregard this as I’ve sent your move details over to a dedicated team who will ensure your account is amended to reflect our conversation today If you wish to reduce your tier or remove any of your services you must give us 30 days' notice and if you are in a minimum term, an early disconnection fee may apply. Are we good so far? ACCESIBILITY: Noted. Is there anyone in your household that has any additional requirements for support with our services or may benefit from us knowing that they are in a situation that we may be able to support with in any way? MOVERS FEE (LIKE-FOR -LIKE) There is a one-off cost involved of £20.00 this covers install or/and activation and will be charged to your account at your new address on the 1st months bill. DD REMINDER MANDATORY STATEMENT: Are we going to keep the current Direct Debit registered on your account? (Next will be the Billing, Please refer to the PP screen from current address and BE screen for current and new address for the correct Billing statement to used) BILLING: Because you are bringing your services to your new address you won't receive a final bill at your current property. I can see on your account that you have a credit of £XX which we'll use towards your first bill at the new address. This will be £XX due on the XX/XX/XX but we'll deduct your credit so you'll only pay £XX. This price includes your £XX movers fee. REFER A FRIEND: s a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with 1 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? SELF-CARE Good news, you can view your bills at the old address and once you are activated in your new address view your new bills too, all you need to do is log into MYVM and select the bill address you want to view. For any queries or help you may need in the future, please visit virginmedia.com/help RECAP: Before we wrap up, here’s a summary of today’s discussion. To make things easier, we recommend saving a copy or taking a screenshot for future reference: Activation Date: Disconnection Date (old property): Package Details: For any issues with your kit installation at the new address, visit this link https://www.virginmedia.com/help/quickstart-set-up or call 0800 064 3287 (8am-8pm, Mon-Fri; 6pm weekends). Please note that call costs may vary. Is there anything else I can assist you with? CLOSING SPIEL: It’s been lovely speaking with you today. We value your feedback, please take a moment to complete our survey on how I assisted you today. Take care and thank you for your time, XXX.