script for certification 1 · Offline Notepad

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. Can I have your updated contact number and email address?

After DPA: so how are you and How can I help? (AER) - A thank you for reaching out to us about your concern regarding thank you for letting us know that - sky tv is giving you a better price option - cancelling services, its sad to hear that you are cancelling your service, may i ask WHY WOULD YOU WANT TO CANCEL YOUR SERVICE?

OTHER PROVIDER

I completely understand that the other provider offer, as a consumer myself I would also go for a lower offer, no worries I can give you a better option for you.

COST DOWN

I completely understand that price is important, especially if you’re trying to keep your monthly costs down, as consumer myself I also want cheaper price, no worries i can give you other better option for you.

and I assure that you called the right person, and I will do my best to help you with your concern. again this is ________ of virgin media retention.

so let me review your account real quick. since you said that there is a troubling in you broadband, so will you please describe what color of light is flashing on your broadband

AGENT RESPONSE COMPLAINTS -regarding your concern, I'll raise a case for you, -how would you like to receive an update regarding this complaint? is it via email or call? (THEN: get his updated email or mobile number) -Your complaint is about the e.g "price rise"

So your reference number will be C-12345678 -continue the conversation after you raise and talked abou ===REMEMBER: still do your AER and/or PROBING QUESTIONS before you continue your conversation

broadband problem - will you please describe what color of light is flashing on your broadband

make sure that all the cables are properly connected to 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.
using a paper clip or a pen, press the pin hole marked RESET on the back of your hub to its default settings, which you'll find on the infroation 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 wifi network using the default password.

hub5

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 2. Make sure the Hub is placed out in the open with its vents uncovered, upright, and away from heat sources 3. Make sure all cables coming into and out of the Hub aren’t damaged and are pushed in firmly 4. Leave the Hub for 15 minutes to cool down 5. 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 WiFi. 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.

Package review: While waiting let me have a quick review on your account. As I can see here, you have 1 gigabyte for Broadband, ____ for TV and ____ for landline and you are paying £__ for it. And the end of your contract will be on the 26th of June 2026.

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

PROBING

What genre do you and your family enjoy -
How many TVs do you have in your household -

Broadband

how do you and your household use your broadband - streaming and gaming, working, studying son
how many devices are connected to the broadband - 15

Landline

Where do your contacts usually reside, do you and your household have someone international to contact -

: let me put you on hold for a minute or 2 for me to create a bundle that's best for you, if that's okay with you?

I will suggest you get our Flex TV Package which includes 150 different channels (with an add on of ------) - which is perfect for your preferred genre of ------ - which is perfect for you since you don't use your tv that much, its our cheapest option - which is perfect for you since you only use your tv as bg noise and its our cheapest option
I will suggest you get our Mix It TV Package which includes 150 different channels (with an add on of ------) which is perfect for your preferred genre of ------
I will suggest you get our Mega TV Package which includes 200 different channels (with an add on of ------) which is perfect for your household needs/preferred genre of

BB Following that for the Broadband Packages i recommend -M125, which can accommodate 10 devices since you mentioned there are -- devices in your household, this is best for casual browsing (like online shopping), reading and sending email which is perfect for your household needs. and the download speed range for 133-137mbps and uplaod ranges 21mbps.

M250, which can accommodate 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming which is perfect for your household needs. and the download speed range for 267-273mbps and uplaod ranges 26mbps.
M350, which can accommodate 15 devices since you mentioned there are ---- devices in your household, this is best for high-definition streaming and work from home which is perfect for your household needs. and the download speed range for 372-382mbps and uplaod ranges 36-37mbps.
M500, this broadband speed can accommodate more than 15 devices since you mentioned there are ---- devices in your household, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. and the download speed range for 517-544mbps and uplaod ranges 50-52mbps.
1Gig, this broadband speed can hypothetically accommodate 100 devices since you mentioned there are ---- devices in your household, this is best for heavy usage like gaming while streaming and working from home all at the same time which is perfect for your household needs. and the download speed range for 1064-1113mbps and uplaod ranges 96-104mbps.

Landline

as for landline i have upgrade you with Anytime Chatter which allows Unlimited landline calls within the UK.
as for landline i have upgrade you with International Anytime Chatter which allows 50 international call locations.
as for the landline i suggest for you keep it so that you get the best value for your services since for virgin media more services mean that you get more discounts

all in all, this is only for ---- a month for 24 months contract, so let's sign you up

Objection Handling

x
Objection Handling Listen

I completely understand that price is important, especially if you’re trying to keep your monthly costs down, and I guarantee you with that £__ you will get,

- I am glad that you are considering the deal. i just want to let you know that the discount i applied in this offer may not be available since the discounts vary from time to time, so it is best if you accept the offer know.

thats all right, since we have14 day cooling off period in which you don't need to pay within that time. that means you can just try it and decide whether to accept the offer or not within the duration.

x
bundle

IF ACCEPTED

MandatoRIES

ok good allow me to read the terms and conditions for 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 April 2027. The amount will be:

£4 from April’s bill 2027

£4 from April’s bill 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?

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

BEFORE WE END i WILL GIVE YOU A BRIEF SUMMARY ON YOUR ACCOUNT.

What was changed on the account? What was removed or added? This package will take effect on the 27th of August 2026 This is for £(price) for a 24 months contract. Check PP screen. If there is, You have a pending payment of £(price) due on ____(date) Upon reviewing your account you don't have any pending payment. After that you will have a bill of £33 which will be due on 28th of september 2026 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? 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 “Myupgrade & offers.” You can even download our My VirginMedia app onto any compatible IOS or android device. I’ll send you some emails with more information. Further help: Is there anything else I can help with? since we you have case earlier ARE YOU HAPPY TO CLOSE THE COMPLAINT since I was able to give a solution for it or do you want to keep them open?

costumer is not satisfied or unhappy

I advice you to be active or open within 24-48 hour so we follow up any update regarding your complaints. 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 Virgin Media again my name is ___(Your Name) and have a great day!

Disconnection

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-days notice to disconnect your service, I can arrange that for you today. Which do you prefer? go to BE SCREEN to discuss the billing of the customer.

Customer Selected 30 days notice: (Check CT screen for contract) Your services will be cancelled On ____ (disconnection date) After your disconnection, your final bill is £___(price) due on ___(date) - do not read 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 in returning your equipment you will be charge £ for it. 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? ARE YOU HAPPY TO CLOSE THE COMPLAINT? close -when the client is satisfied or happy -close it on your own -send a resolution then; -close case -escalate to another manager costumer is not satisfied or unhappy -advice to the client to be active or open 24-48 hours 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!