TRANSFER SPIELS

--MOVERS CALL--

Can you please confirm that you will be moving out within 60 days?

Thanks for letting me know, Could please confirm the date of when you've moved out?

Since you have mention that you're moving out, we have a designated team that handles these exact cases. Our Movers Team will assist you with your concern whether it is cancellation or moving process.

Kindly call our designated department on 0345 454 1111. In the meantime, is there anything else that I can assist you with?

Since you have mention that you moved out, we have a designated team that handles these exact cases. Our Movers Team will assist you with your concern whether it is cancellation or moving process.

Kindly call our designated department on 0345 454 1111. In the meantime, is there anything else that I can assist you with?

--PIC CALL--

Q: Can you please confirm that you were a new customer that your account is not yet activated as well as the package is not yet delivered, and you wish to cancel the order?

To check/cancel the status of your order or any queries on your newly ordered package/deal, please get in touch with our Pre-Install team on 0800-0521-734 from 8 AM to 8 PM Monday to Friday and 9 AM to 5 PM during weekends.

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?

--FAULTS CALL--

Q: Can you please confirm that your concern is regards with Technical Issues such as Wi-Fi/Internet issues, Booster or Intelligent Wi-Fi Issues, including ordering/orders, Issues with your TV service or Issues with your Landline?

Since you have mention that your concern is regarding with Faults/Technical Issues please call our designated team which have the only access with your concern they will be more than happy to help you solved your case. Please call them on 0333 000 5925. In the meantime, would there be anything else I can assist you with aside from this?

Unfortunately, we are currently unable to offer support on any Faults this includes Wifi issues, Booster or Intelligent Wifi Issues (including ordering), Issues with your TV service or Issues with your Landline. Don’t worry though you can get some fantastic Self Help on our website to help diagnose and resolve the problems you are experiencing https://www.virginmedia.com/help/fix-an-issue.

Please give that a try, if you are still having problems then please call our Faults Team free on 150 from your Virgin Media Landline or 0345 454 1111 from any other phone – charges may apply

Collections

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 8AM to 6PM.

It’s a must to settle the balance for us to be able to make changes. You may chat with us again later once it’s settled. Would there be anything else I can be of help aside from this?

Patong

Option 1: Short & Direct (Best for fast chat paces)

Thanks for explaining that! You've reached the Retention team, and while my specific tools are set up for managing accounts and cancellations, I want to make sure you get taken care of. Let's get you over to the right department to handle this for you.

Option 2: Warm & Empathetic (Best if the customer is already annoyed)

I completely understand where you're coming from, and I want to get this sorted out for you. Because my team specializes strictly in account renewals and cancellations, I don't have the specific tools needed for your request here. Not to worry, though—I'm going to personally hand you off to the team that can fix this.

Option 3: The "Pivot to Solution" (Sleek and professional) Thanks for letting me know! It looks like your request requires a different specialized team, as my department specifically handles account retention. I'm committed to getting this resolved for you, so let me get you transferred to the right expert straight away.

Thanks for letting me know, unfortunately you've reached Retentions Department which specializes cancelling and retaining leaving customers, as much as I'd like to make this easier for you today due to lack of resources I'm unable to assist you with your specific request. Not to worry I do understand you on this and I'm committed into helping you move forward.