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ONE TOUCH SWITCH

OTS DISCONNECTION SAMPLE CHATFLOW:

Hi XX, thanks so much for waiting, I'm just taking a look at your account, I'll be back with you ASAP. 😊

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DPA PROCESS IF NEEDED

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Thanks for waiting. I understand that you are planning to disconnect. Can you please provide us the reason of your cancellation?

  1. Leaving to join another provider

  2. Looking for cheaper deal

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Understood. Could you please confirm the following details so I can provide you with the appropriate next steps for your request?

  1. I'm in the process of switching to a new provider.

  2. My new provider has installed my new services.

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Thank you! Let me double check the account for the disconnection request. One moment.

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I appreciate your patience! 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?

  1. Follow One Touch Switch

  2. Give us 30 days notice

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Got it! One Touch Switch is led by your new provider who will let us know of your intention to switch. We will email you when they’ve been in-touch and if you’re happy to proceed with your new provider, they will let us know when you’re installed and your Virgin Media services will cease on the same day. Your notice period will be in line with your installation date so you’ll not be without service, and you will only be charged for any services that we've provided you with. Your new provider will require some basic information from you, which can be found on your Virgin Media bill. All good with this?

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Thank you for understanding. To confirm, this means you’ll need to contact your new provider, who will notify us immediately of your intention to switch. We’ll then send you an email to make sure you’ve got everything you need to make an informed decision about switching. If you’re happy to proceed with your new provider, we’ll be notified of your proposed install date. Once your installation completes, your Virgin Media services will cease. Your notice period will be in line with your install date and there will be no overlap of services, or bills and you’ll only be charged for any services that we’ve provided you with. You’ll need to give your new provider some basic information, and all of this can be found on your most recent Virgin Media bill. Please keep in mind that if we don’t receive a request from your new provider, your services will continue to be active with VMO2, and you will be billed accordingly. Shall I proceed documenting your request from my end?

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No problem. I'll go ahead and document your request on your account. One moment please.

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Thanks for waiting. Whilst I'm in the process of finalizing your request I've seen offers that you might want to consider. Here are the details:

Option 1: For just a total of £X per month (£X for your media and £X for the O2 SIM) on a new 24-month contract, you’ll enjoy XX Mbps, which is great for your usage, along with XX TV channels and XX landline services. Additionally, this package includes an XXGB O2 SIM, making you eligible for our O2 Priority benefits, such as early access to concert tickets and exclusive freebies.

Option 2: For just £X per month on a 24-month contract, you’ll receive XX Mbps internet, XX TV channels, and XX landline services. This package is also suitable based on your account usage.

Let me know what you think?

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OHT IF NECESSARY

We'd love to keep you as one of our customers but this is the best deal available at the moment, do you want to continue to cancelling or would you consider the above options?

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***If out of contract send this:

As mentioned above, your final bill only includes charges for any services that we've provided to you and if there's any applicable credits, it will be refunded to you within 45 days and will be back to your bank account.

***If within contract:

As mentioned above, your final bill only includes charges for any services that we've provided to you and since your account is still within contract, an estimated early termination fee will be applied from the disconnection date until the end of your contract.

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Just in case you have an O2 SIM connected to your media account with us, please be reminded that your O2 SIM will remain unchanged. If you would like to make any amendments, kindly contact O2 through https://www.o2.co.uk/contactus

If you do not have an O2 SIM, please disregard this message.

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Additional script if customer has Virgin media, Blueyonder or NTLworld email SEND THIS IF NECESSARY

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As a result of you closing your account with us, we will require your Virgin equipment back. We will send you our pre-paid packaging for you to return the Virgin Media equipment. Once the equipment is packaged up, please affix the returns label and take it to your local Collect+ point, you can enter your post code here to find your nearest point: https://www.yodel.co.uk/store-locator

If you do not return your equipment to us, you may be charged an estimated amount of £XXX as a replacement cost for all item not returned.

In case you didn’t receive the return kit in 10 days, kindly visit this link to request another one: https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack.

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You'll receive an email containing useful information regarding your disconnection request and next steps. For any queries or help you may need in the future, please visit virginmedia.com/help.

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Everything has been arranged for you now, XXX. Whilst we're still connected, is there anything else that I can assist you with?

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Thank you for reaching us out! We value your feedback, again my name is Jean, please take a moment to complete our survey based on how I assisted you today. Take care XX. 👋