INTRO

Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍

DPA

Thanks for waiting. In order to make sure that the account is secure, can you please provide the X, X, and X characters of your account password? This is the password you use when you call in, or the password you have set up the moment you place your order with us and not your online account password. 🔑

SECURITY QUESTIONS

The characters of the secure password you quoted did not match the details on the account. Not to worry. I can ask you security questions instead.

I understand you do not remember the memorable password. Not to worry. I can ask you security questions instead.

If shotgun security checks failed

The answers to your security questions were incorrect, this means I am unable to access your account. Not to worry, I can send you a bill via email which contains the information you need to gain access on your account. Let me know once you received it. 👍

Perfect NAME! You're in!

DPA PASSED - RENEWAL

Thanks for waiting and for clearing the security checks! I understand you would like to renew your current Essential Broadband services.

if customer chose different package to what is in the account

Upon reviewing your account, I can see that you are currently subscribed to XXXX at £XXX. However, the package selected above is XXXX for £XXX. Could you let me know if you’d like to switch to XXXX for £XX, or stay on your current package at XXXX for £XXX?

if renewal of the same services

I've got all your details and will process your order for you.

M15 Essential Broadband

Let me process the renewal of your package, which is M15 Essential Broadband for the same price of £12.50/month. Please bear with me, I'll have this done ASAP. 👍

M50 Essential Broadband Plus

Let me process the renewal of your package, which is M50 Essential Broadband Plus for the same price of £20/month. Please bear with me, I'll have this done ASAP. 👍

M50 Essential Broadband Plus with Flex

Let me process the renewal of your package, which is M50 Essential Broadband Plus with Flex for the same price of £20/month. Please bear with me, I'll have this done ASAP. 👍

HOLD SCRIPT

I appreciate your continued patience. Please be assured that I am actively working on your request. I just need a few more minutes. Thank you!

I kindly ask for an additional minute. Thank you for your understanding. 🙏

I appreciate you waiting, please know I'm still working on your request, kindly bear with me for another minute.

Thanks for waiting! We're almost done. Your work order number for your Existing Essential Broadband service: X

Your contract is subject to a minimum term of 30 days.

If there's changes in billing

Just a heads up, your next bill will be prorated. The prorate computation depends on your billing cycle. These are partial charges from the days when you had your old package combined with the days when you had the new one within your billing cycle. You'll also receive an email about the changes. Alright? 😊

That's it! Your order is complete! 😊 Just a quick recap, we have renewed your Essential Broadband (Plus with Flex for £20) for £12.50. The new package will be activated on XXXX.

To manage your account in the future, you may visit this link: virginmedia.com/myvirginmedia where you can register or sign in your My Virgin Media account to view your bills, make a payment, setup a direct debit and much more.

In the meantime, would there be anything else I can assist you with aside from this?

Glad I could help you with this, XXXX. We value your feedback, please take a moment to complete our survey on how I assisted you today. Thank you for chatting with Virgin Media. Enjoy the rest of your day! 👋

DPA PASSED - SWITCHING EBB

We'll need to see confirmation of your XXXX. Kindly send an image of it with your name and address included. You may send the proof to this email:

OutsourceSitel.SalesWebChat@virginmedia.co.uk

Let me know once you have sent it, okay?

Thanks for waiting. We have successfully verified the email you have sent, XXXXX! The great news is we can offer you one of the three options below:

Option 1: 54Mbps Essential Broadband Plus + Flex TV for £20

Option 2: 54Mbps Essential Broadband Plus for £20

Option 3: 15Mbps Essential Broadband for £12.50

Which one would you prefer?

Thanks for clearing the security checks!

I understand you would like to switch to our Essential Broadband (Plus with Flex) for £XX. I've got all your details and will process your order for you.

Please stay connected as we will need your consent through email or SMS before we can completely process your order. Please bear with me, I'll have this done ASAP. 👍

BB HONESTY M15

Your current XXX mbps broadband will be changed to M15 Essential broadband.

BB HONESTY M50

Your current X mbps broadband will be changed to M50 Essential broadband. I just need to share some quick information with you about our broadband service.

Virgin Media estimate that at peak times the download speed to your Virgin Media router will range between 52 and 55 Mbps and your upload speed will range between 5 and 5 Mbps. However, the actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website.

For more information on estimated speeds, how speeds may be affected by policies such as traffic management and fair usage, our commitment to Ofcom's Broadband Speeds Code of Practice and what to do if you experience speed problems, check out virginmedia.com/ourspeeds. The minimum download speed to your Virgin Media router should not fall below 27 Mbps.

If you are within your minimum term, you may have the right to exit your Virgin Media contract without penalty if your broadband speed falls below the minimum download speed for three consecutive days or more, and we are unable to fix the problem within 30 days of your reporting the problem to Virgin Media. If you receive a download speed to your Virgin Media router which is below the minimum download speed, please contact us.

We will send you an email with this information within 7 days.

Let me know if you are not able to read it, okay?

Are we going to use the same email address that you've provided earlier for the confirmation of the new changes?

DOWNGRADE

LANDLINE Sounds good. As the package only includes broadband, please be aware that this also means the disconnection of the home phone service. Loss of all inbound and outbound call capability, including emergency service (999, 112) call capability. Telehealth devices, care alarms, fire alarms or security alarms if there are, will also be disconnected. 📞

IF WITH EXISTING WIFI PODS AND SWITCH TO M15

I can see that you have WiFi pods on your account. It'll be an extra £8 on your monthly bill if we are to keep it. How would you like to proceed?

If the system requires Removal of Wi-Fi Pods: I can see that you have WiFi pods on your account. Just a heads up, we will be removing the WiFi pods as a result of package change. You can add this back once the new package is activated and it will be an extra £8 on top of your monthly bill. Alright?

Just a heads up, we will be removing the WiFi pods as it will not work with the chosen broadband package. Is that okay?

If you will be keeping the pods, it'll be an extra £8 on top of your monthly bill. Would you like to change your package into Essential broadband plus which includes 50mbps broadband?

TV SERVICE As the package only includes broadband, please be advised that your current TV service will be removed immediately today. Is that okay? 📺

Thanks for confirming. All the recorded TV shows will also be removed. Don't worry as we'll be arranging an equipment return for the TV box including the return labels and information about it.

Removal of TV 360 box and Adding Flex TV box As the package only includes broadband, please be advised that your current TV service will be removed immediately today, for us to add the Flex TV box to your package and deliver it on the earliest date. Is that okay? 📺

Return instruction As a result of the removal of your TV service / WiFi Pods. We will send you our pre-paid packaging and it will arrive after 10 days for you to return the Virgin Media TV box. 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/click-and-collect/virginmedia

If your equipment is not returned a charge may be applicable.

EECC

That is noted. I am now sending your pre-contract documentation to the email address and/or mobile number we have taken from you. Can you please confirm you’ve received the SMS and/or email?

Great! Can you please confirm you are happy for me to continue and complete the order?

SUMMARY

Perfect! We're almost done. Your work order number for your Existing Essential Broadband service: X

Your contract is subject to a minimum term of 30 days.

BILLING

If BB + Stream + QS

That's it! Your order is complete! 😊 Just a quick recap, we have changed your package from XX to Essential Broadband Plus for £20.00. The new package will be activated once the flex box has been delivered on X.

In the meantime, would there be anything else I can assist you with aside from this?

If OFC ONLY - Change package

That's it! Your order is complete! 😊 Just a quick recap, we have changed your package from XX to Essential Broadband Plus for £20 / £12.50. The new package will be activated on XXXX.

In the meantime, would there be anything else I can assist you with aside from this?

closing

COMPARE EBB TO REGULAR BUNDLE

In comparing these to what you have now, these options are part of our Essential Broadband packages. They work differently from the regular bundles you’re on now. Essential Broadband prices are fixed, so they don’t go up with the annual April price increase, whereas your current M125 package does follow the standard yearly rise.

They also run on a 30‑day rolling contract, and simply need to be renewed every 12 months, compared to our usual 24‑month contracts.

The main difference is the speed. Your current BUNDLE-NAME gives you around XXX Mbps, while the Essential options offer 54Mbps or 15Mbps, so they are slower than what you have now.

Would you like to consider one of the Essential broadband options or explore more of the cheaper options for the regular speed bundle you have now?

EXISTING EBB NI RIA

INTRO

DPA

DPA PASSED - RENEWAL

DPA PASSED - SWITCHING EBB

DOWNGRADE

If BB + Stream + QS

If OFC ONLY - Change package

closing

COMPARE EBB TO REGULAR BUNDLE