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(DPA PROCESS) • Hi XX, thanks so much for waiting, I'm just taking a look at your account, I'll be back with you ASAP. 😊 (Never Installed) • Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the X, X, and X characters of your account password? This is the password you set up the moment you place your order with us, and not your online account password. 🔑 Kindly type in your answer here. (Active Account) • Thanks for waiting. It appears that we need to conduct a security check. Can you please provide the X, X, and X characters of your account password? This is the password you use when you contact us, and not your online account password. 🔑 Kindly type in your answer here. (If customer did not provide mobile and email) • Could you please provide your preferred mobile number and email address so we can update our systems and have the most up-to-date contact details for you? ==================================================================== • Thanks for waiting. I understand you are looking to reduce your package. Allow me to review your account for the best discounts we can offer. One moment. • Please, can you confirm if you or anyone in the household has active sim card with O2? • Amazing! Can you also confirm what tariff the sim card is on? i.e. 250GB boosted to unlimited data, 15GB, 10GB, etc. • Thanks! Can I take the O2 mobile number, please? • Got it. Allow me to review your account for the best discounts we can offer. One moment. ==================================================================== • (OPTION FOR NON-O2 CUSTOMER) Thanks for letting me know. Upon checking your account, 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 O2 sim) on a new 24-month contract, you’ll enjoy XX Mbps, 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? (SEND VOLT OHT IF CUSTOMER DECLINE WITH OPTION 1) ••••••••••••••••••••••••••••••••••••••••••••••••••••••• • (OPTION FOR O2 EXISTING CUSTOMER) Thanks for letting me know. Upon checking your account, I've seen offers that you might want to consider. Here are the details: Option 1: For just a total of £X per month on a 24-month contract, you’ll enjoy XX Mbps, great for your usage, along with XX TV channels and XX landline services. 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? ==================================================================== (RECONTRACT PROCESS) • SEND THIS IF YOU WILL REMOVE ONE OF HIS SERVICES LIKE TV OR LANDLINE. (As you are requesting to remove your (Phone/TV/Broadband), a 30-day notice applies, and the disconnection will be on dd/mm/yy.) • Awesome! Please stay connected as we will need your consent through email or SMS before we can completely change the package. • The price of Virgin Media’s Main services may change when any offers expire. In addition to this, the price will increase each April from 1st April 2026. The amount will be: £3.5 from April's bill 2026 £3.5 from April's bill 2027 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 detail before you accept that you are happy to proceed. This does not apply to any add-ons you may have selected or any 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. • You will shortly receive information via email regarding the package 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. • May I ask which of the following options do you prefer? 1. Send any or all of them out now 2. Prefer to read them within the documentation you receive ==================================================================== (If customer choose option 1, send this.) • Sure. Your services are subjected to a new contract; the new contract will apply to all services on the account (TV, Broadband, Telco). If you choose to leave your contract early or move to an address where Virgin Media is not available you may be subjected to an Early Disconnection Fee. You get a 14 day cooling off period when you sign up to a new contract. • As we have changed your broadband speed, your new estimated download speed range to your router is between XXX and XXX Mbps at peak times and your upload speed will range between XX and XX Mbps. Your minimum download speed to your router shouldn't fall below 66 Mbps. 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. (SEND THIS IF CUSTOMER HAS A LANDLINE) • Your Talk plan includes weekend calls of up to an hour to: - UK landline numbers starting 01, 02 and 03 For full details of what is, and what isn't included in your plan and charges that apply for calls not included in your package, please refer to virginmedia.com/callcosts. • I am sending you a link for your contract documentation, including your contract information and contract summary; this is going to the Mobile Number and Email address we have taken from you, or we could use any other if it's easier for you to confirm receipt. * Can you please confirm you have received the SMS and or Email I have just sent? * Perfect! Can you please confirm you're happy for us to continue and complete the order? * Lovely! Please bear with me while I complete your order. =================================================================== (RECAP) ******************************************************************** •••• Keep same services •••• Thanks for waiting! Just a quick recap, you are getting our XX, for only £XX per month on a new 24-month contract, £XX per month thereafter and your new contract will be activated on dd/mm/yy. Any calls (if you have a landline) or PPV’s (if you have TV service) made on your account that is out of your agreed service contract will be an additional. That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX, please take note of this for your future reference. ******************************************************************** •••• Services removed **30-day WO completion** •••• Thanks for waiting! Your request has now been completed and just to summarize, your (Phone/TV/Broadband) service will be disconnected on dd/mm/yy. You'll get our XX which will be £XX per month on a new 24-month contract, £XX per month thereafter and your new contract will start on dd/mm/yy. That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX, Please take note of this for your future reference. ******************************************************************** •••• Quickstart Work Order •••• Thanks for waiting! Just a quick recap, you are getting our XX for only £XX per month on a new 24- month contract, £XX per month thereafter. Your new contract starts the same day your (**insert equipment**) has been delivered which is on dd/mm/yy. Any calls (if you have a landline) or PPV’s (if you have TV service) made on your account that is out of your agreed service contract will be an additional. That's it! Your order is complete! Here's your Work Order Number: WO-XXXXXXXXXX, Please take note of this for your future reference. ******************************************************************** •••• BILLING EXPLANATION •••• ((((Summary & Next Bill **2 Payments**)))) • Since we've made the changes, your next bill which will be due on dd/mm/yy will be £XX, and this includes any pro-rata charges. The bill after that which will be due on dd/mm/yy will be £XX. ((((Summary & Next Bill **1 Credit & 1 payment**)))) • Since we've made the changes, your next bill which will due on dd/mm/yy will be a credit of £XX, and this includes any pro-rata charges. The bill after that which will due on dd/mm/yy will be £XX. ((((3 bills showing in BE))))))) • Just a quick heads-up, since we've made changes, there are 3 bills currently showing on your account: £XX due on [Date] £XX due on [Date] £XX due on [Date] You might notice that one of the bills is a bit higher than usual. That’s because it includes pro-rata charges, a one-time adjustment due to the new package recently added to your account. No worries though! After this, your bill will go back to the new regular monthly amount. All good? ***ADDITIONAL SCRIPT*** ((HIGHER BILL EXPLANATION)) Your next bill may be higher than usual because it includes charges from both your previous plan and your new contract, depending on your billing cycle. After that, your monthly bill will return to the agreed amount ================================================================== •••••MANDATORIES•••••• **** Send when upgrading/downgrading **** Just to set expectations, you may experience slight service interruption since we've changed your TV/Broadband/Phone service, your new services will take effect on the date we agreed. Just to confirm if you do choose to downgrade/upgrade in future all you have to do is give us 30 days’ notice to make the change. * SEND THIS IF YOU UPGRADE THE TV BOX OR BROADBAND HUB * 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 your equipment is not returned a charge may be applicable. 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. All clear with this? ****AKLAMIO****** Got it! As a Virgin Media customer, you can earn up to £50 cashback for every person you recommend that joins us with 1 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 refer-a-friend programme? (Send this if customer agreed to share email) • Perfect! You will receive a confirmation email in the next couple of hours. =================================================================== **** Self-care *** • For any queries or help you may need in the future, please visit virginmedia.com/help. 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. ****EXTEND HELP ****** • Everything has been arranged for you now. Whilst we're still connected, is there anything else that I can assist you with? ***IF CUSTOMER DID NOT RESPOND AFTER 5 MINUTES, SEND THIS**** • Just checking to see if we are still connected? ***IF CUSTOMER STILL NOT RESPOND AFTER 3 MINUTES, SEND THIS**** • It appears you have left this chat session as I have not received a response. For further assistance, please re-join chat at a more convenient time where we will be happy to help. I will now end this chat session and please take a moment to complete our survey based on how I assisted you today. Have a great day. 👋 • We value your feedback, again my name is xx, please take a moment to complete our survey on how I assisted you today. 😊 Take care xxx. 👋
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