INTRO

Hi XXXX, you’re now chatting with Ma. Imelda. I’ll review the details you’ve shared with the bot and will be back with you as soon as possible. 😊

Thanks for waiting. I understand you would like to install Essential broadband services for £XXX in your property.

ADDRESS

May I please confirm the postcode and flat or house number of the installation address? 🏠

Thanks for waiting. I understand you would like to install Essential broadband services for £XXXX in your property in (address), is this correct?

Not bot verified

We do have Essential broadband packages for as low as £12.50 for customer receiving government benefits.

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?

Acknowledgment

Great! One moment whilst I check on this for you.

CONFIRMED

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?

ICOMS

Thanks for letting me know XXX, I'll go ahead and process the order for you. 👍

BB HONESTY STATEMENT (IF M50)

You’ll soon get an email and/or SMS with your package details, covering specifics around your contract including:

• Your annual price increase breakdown, which we’ve just covered, based on your monthly package price • The use of your personal information to help prevent fraud and protect you; if fraud or money laundering is detected, some services may not be available • Our Broadband Honesty which covers our minimum speed guarantee • Contract terms, cooling-off period, and any fees

Would you like me to go through these now or would you prefer to read them within the documentation you receive?

IF YES

BROADBAND HONESTY STATEMENT

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.

BRIDGING

Please stay connected as we will need your consent through email or SMS before we can completely process your order.

We'll be needing to process this manually on our end. We'll just need to collect your details.

COLLECTING INFORMATION

To start, may I please have your information?

Title (Miss, Mrs, Mr): First Name: Last Name : Mobile number: Email Address: Password (must be 6-15 characters, start with a letter and contain at least 1 number and without special character): Birthdate: Preferred Install Date: Employment status: Address for the last 3 years: Property Owner or Tenant (if tenant, is it Private or Council?): Bank sort code (6-digit): Bank account number (8-digit): Bank account name:

Please create a password that is unique to you and avoid using easily guessable options, such as simple patterns or personal information.

If you feel uncomfortable providing one now, you can give out a random one for us to place your order then you can update this once your account is active using your My Virgin Media account.

Once this is updated, this will change in Virgin Media O2 systems immediately.

if customer asks, why they need to send direct debit details

No worries, you’re not committed to paying yet and we’ll use this data to prevent fraud.

PASSWORD WITH SPECIAL CHARACTER

Thank you. Looks like the password didn’t meet the requirements this time. No stress — we can fix it super quick. 😊

For the password, it just needs to be letters and numbers only — no special characters. Could you send me another one that’s just a mix of letters and numbers?

With regards to the password, it must have 5-16 characters only without special characters. Kindly provide a new one.

MARKETING FOR PROSPECT:

Thank you for providing your information.

We want you to enjoy every moment with us. So, to make sure you don’t miss out on our latest upgrades and offers and get the best products and services from Virgin Media and our Group Companies, we’d like to stay in touch online and by phone, text message, post and email. We promise communications will be relevant, and we won’t bombard you. Is it okay to stay in touch?

if email only

I understand you wish to be notified through XXXXX only. Once you're registered to our Marketing list, you'll be updated on latest deals through all means of communications – may it be email, SMS, post, etc. Is that okay?

SWITCHING

May I confirm if you will be switching from a different provider?

YES

Great! As part of our switching service, we’ll handle cancelling your current services—no need to notify your provider. Once you’re set up with us, we’ll ask your current provider to stop your old services so you don’t have any gaps or double charges.

We'll need to get a few details to start the switching process, please can you confirm the following:

1.Current Service Provider

2.Name as shown on your current bill

3.Account number (if known)

CUSTOMER PROVIDED INFORMATION

Perfect! Thank you, and just to confirm you’re giving us consent to request your existing provider documentation, and you’re happy for us to proceed with the switch?​​

PRIVACY POLICY

Great! We collect your personal information and share it with fraud prevention agencies, which may affect access to services if fraud is detected; learn more on how we use these and your data subject rights at virginmedia.com/privacypolicy

Direct Debit Payment

CC CONSENT

We’ll run a credit check with a credit reference agency, which may appear on your credit file. If approved, we’ll set up your contract. Are you happy to proceed?

BANK DETAILS

Are you happy to use the same bank details for your Direct Debit?

Sounds good. From your next bill, payments will come from this account. Your bill shows the date and amount; your statement will say ‘Virgin Media Payments.’ If anything changes, we’ll give 5 working days’ notice in advance of your account being debited.

You’ll get confirmation within 3 days, and all Direct Debits are covered by a guarantee.

You can read this in your confirmation later or I can read it to you now?

if YES;

Got it. In the future if there is a change to the date, amount or frequency of your Direct Debit, we will always give you 5 working days’ notice in advance of your account being debited. In the event of an error in the collection of your Direct Debit, you are entitled to an immediate refund from your bank or building society. You have the right to cancel at any time and this guarantee is offered by all the banks and building societies that accept instructions to pay Direct Debits. A copy of the safeguards under the Direct Debit Guarantee will be sent to you with our confirmation.

All good?

DIRECT DEBIT PAYMENT

Great! ​​Can you confirm that the Bank or Building Society account is in the Account Holders name and that they are the only person required to set up a payment on the account?

CREDIT CHECK RESULTS

SUCCESS / NO CONDITIONS

Great! You've successfully passed the credit check. 👍 I will now process the order.

Please bear with me for a moment.

SUCCESS / WITH CREDIT LIMIT

Great! You've successfully passed the credit check. 👍

Here's the result of your Credit Check:

• £0 Prepayment • Credit Limit of £xxx

I will now process the order.

Please bear with me for a moment.

SUCCESS / UFP / DEPOSIT

Great! You've successfully passed the credit check, and you'll be needing to make an upfront payment of £25 and a deposit of £100 using a debit/credit card.

The £25 will go back on your first bill and the £100 will stay on your account for a one-year subscription.

I will now process the order.

Please bear with me for a moment.

SUCCESS / UFP

Great! You've successfully passed the credit check, and you'll be needing to make an upfront payment of £25 using a debit/credit card.

The £25 will go back on your first bill. I will now process the order.

Please bear with me for a moment.

FAILED/REFER

Thank you for your patience. Your application will be forwarded to our head office, and they will give us the result after 24-48 working hours. Feel free to call 0345 454 1111 to get an update about the result of your application.

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

MANDATORIES

Upgrade / Downspin or Downgrade You can add services anytime (minimum terms may apply), but reducing or removing services requires 30 days’ notice and may incur a fee if you're still within a minimum term.

Contract Format Script Your contract will be emailed and used for e-billing. Instructions and a PIN will follow within 7 days.

MyVM Script / Selfcare After your welcome email, register for My Virgin Media via our website or app, then log in and check your details are accurate.

ACCESSIBILITY

We tailor our services for all customers, including those with access needs. Do you have any impairments or circumstances I should be aware of, or would you prefer communication in an alternative format?

if NO;

That is noted. You’ll receive communications in our standard formats of text, email and print.

if YES;

I appreciate you trusting us with this information. Which alternative format would you like to receive future communications in?

• Large Print • Audio • Braille Grade 1 • Braille Grade 2

IF Large Print Which text size? • 20pt • 24pt • 28pt

Which paper colour? • White • Red • Pale Blue • Light Green • Pink • Yellow

ACKNOWLEDGE

That is noted. You’ll receive communications in our xxxx formats of text, email and print.

You’ll also receive standard paper statements and eBills. Some communications will be in standard formats, such as time-sensitive texts or marketing emails.

PROCESS HOLD SCRIPTS !!!

Thanks for letting me know. Let me process the order for you. Please stay connected.

Please stay online as I process your order.

I appreciate you waiting, please know I'm still working on your request, kindly bear with me for another 2-3 minutes.

Please know I'm still here, I need few more minutes to process this. Kindly bear with me.

INSTALLATION / DELIVERY

preferred install date available QS

​We're in the installation date page. Good news! The date you have requested which is on the XXXXX is available. 😊

preferred install date available MANNED

​We're in the installation date page. Good news! The date you have requested is available. 😊 We have the following time slots:

• Morning: in between 8AM to 1PM • Afternoon: in between 1PM to 6PM

Would you like it to be in the morning or in the afternoon?

ASAP / Preferred date is unavailable

​We're in the installation date page. The earliest date of delivery/installation is on XX. Would this be okay with you or do you have an alternative date in mind?

HYBRID CONNECTION Sounds good! Your broadband will be powered by our hybrid fibre which travels on our fibre network to our street cabinets, where coax cables carry it from there to your home.

FULL FIBRE CONNECTION Sounds good! Your broadband will run on full fibre, delivered via fibre optic cables straight to your home.

INSTALL TYPES

QUICKSTART

On the morning your Quickstart pack’s arriving, Yodel will text you a 2-hour delivery slot so you know when to expect it.

Quickstart Cable Length (XTN05MD, XTN10MD, XTN15MD)

3 Metre cables are sent as a standard in our QuickStart kits. We can offer 5/10/15m cables if required. Will you require longer cables?

Just a heads up, your main TV box and Hub must be within 15m of the Virgin Media wall socket; a 3m cable is standard, with 5m, 10m, and 15m options available.

1 VISIT / 1 MAN

Installation takes about 2 hours, may involve drilling, and requires someone 18 or older to be present.

2 Visit Install

Your installation on [Date] will take about 2 hours, may involve drilling, and requires someone over 18 at home. Before then, we’ll run a cable from the street cabinet to your property—no need to be in, and this can happen anytime before your Virgin Media install.

If extra work is needed at your home, your install date may change, and we’ll text you a new date as soon as possible.

Single Visit Install / Maverick

Someone over 18 needs to be home on installation day. The visit usually takes around two hours. We’ll run a cable to your property either overhead or underground, which may involve some drilling or a small amount of digging — we’ll explain everything on the day and make sure it’s all put back properly. Once the outside work is done, we’ll set up your Hub inside during the same visit, so you’re online as quickly as possible.

EECC

I’ve sent you both an SMS and Email with a link to your Contract Information & Summary.

Can you confirm you’ve received them and are happy for me to proceed?

EECC if a switch [OTS] has been completed

I’ve sent you both an SMS and Email with a link to your Contract Information & Summary.

Your current provider has sent the switching conditions.

Can you confirm you’ve received them and are happy for me to proceed?

If Accessible customer who has selected an accessible format i.e. Braille

Can you confirm you’re happy for me to proceed, or would you prefer to wait for the postal copy?

SUMMARY

Fab! We're almost done. Your work order number for your new Essential Broadband service: XXX Your contract is subject to a minimum term of 30 days.

When you receive our email, just open it and scroll through the document, then click the ‘I accept’ or ‘I confirm’ button to approve everything. This is important to keep your order moving smoothly.

Please make sure to approve and accept the documents to avoid any issues with your order, all clear?

IF SEND ALL OUT NOW

Thanks! You’re on a 30-day rolling contract and can leave anytime with 30 days’ notice.

Ongoing Costs - Media

Your total monthly package price is £X.

As discussed earlier, your total monthly package price is XXX, and you can find a full breakdown in your Contract Information & Summary.

BILLING

DOUBLE BILL

Your first payment of £X including £X activation fee is due on dd/mm/yyyy. We bill for the current month and one month in advance.

Your first payment isn’t due until dd/mm/yyyy. Would you like to make a full or part payment today toward that bill?

SINGLE BILL

Your first payment of £X including £X activation fee is due on dd/mm/yyyy.

Your first payment isn’t due until dd/mm/yyyy. Would you like to make a full or part payment today toward that bill?

COLLECTING PAYMENT

IF WANT TO PAY BILL / WITH UFP

Let me now collect your credit card details for the payment. Can you confirm the following please?

Card Number: Name on Card: Security Number: Expiry Date:

Since you’d like to make a part payment today, I highly recommend contacting our dedicated team by phone at 8000643840 or 03454541111 so they can process the payment for you.

ORDER COMPLETED / RECAP

ORDER SUMMARY

Here’s a quick summary of what you’re getting:

Package name: XXXXX for Contract length: 30 Days Delivery/installation date: XX/XX/XX in between 8AM and 1PM / 1PM and 6PM

That's it! Your order is complete! 😊 Your account number is xxx-xx and your area reference is xx. We’ve also sent a confirmation to the email address you provided earlier.

Please take note of this for your future reference.

To cancel/check the status of your order/delivery/change the installation date, 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 or go to this link https://www.virginmedia.com/help/track-my-order

You can also manage your account through https://www.virginmedia.com/welcome/intro in the future!

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

CLOSING

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. Welcome to Virgin Media O2 family. 😃 Take care. 👋