👉 New Address Details (Postcode / Address / Moving Date) When you’re ready, could you please share your new postcode, the first line of your address, and your moving date? This will help me check the next steps for you. ======================================================== 👉 Confirmation of Newly Built Property I’m not currently able to locate xxxxx in our system. Could you please confirm if this is a newly built property, or if the address has been recently added? ======================================================== 👉 Offering 60‑Day Disconnection Option I understand. As you’re moving, we can schedule the disconnection up to 60 days from today, and you can always contact us again if you’d like to amend the date. Shall I go ahead and arrange this for you? ======================================================== 👉 No Changes on the Account Just to confirm, we won’t make any changes to your account at this time, and you’ll contact us again once you have the details of your xxxxx. Is that correct? ======================================================== 📝 CC NOTES – RESOLUTION (COPY & PASTE) Agent advised the customer of the option to schedule a service disconnection within a 30–60 day window due to an upcoming move. Customer confirmed they do not wish to proceed with any account changes at this time. Additional assistance was offered; customer declined. Interaction concluded. ======================================================== 👉 Cancelling by Contract End Date | Bills Generated in Advance I understand you’ve already paid the bill on xxxxx. Just to set expectations, we bill in advance. However, as we’re cancelling the service on xxxxx, any bill generated after this date will be adjusted. If a payment has already been taken, the amount will be credited back to your account. If no payment has been taken, this means the balance has already been prorated, either plus or minus any remaining credit. Everything will be finalised once the service has been fully disconnected. ======================================================== 📦 EQUIPMENT RETURN SPIELS 👉 Alternative Equipment Return Method I understand that you won’t be at the property when the return label is due to arrive. As an alternative, you can securely pack your Virgin Media equipment in a box you already have (maximum size 60 × 50 × 50 cm) and print a free returns label from: 👉 https://www.yodel.co.uk/returns/virgin On the same page, you’ll also be able to find your nearest Yodel drop‑off location, making it easy to return the equipment at a time that suits you. Shall we go ahead and continue? ======================================================== 👉 Equipment Return Timeframe Once your account is disconnected, you’ll have up to 30 days to return the equipment. This gives you plenty of time to package everything securely and send it back when it’s convenient for you. ======================================================== 👉 Collection Request (Unavailable) I understand your concern and want to reassure you that we’ll still make the return process as simple as possible. While we’re unable to arrange a collection, we’ll send a return kit directly to you, so you won’t need to organise anything yourself. This is the best way we can support you with returning the equipment. ======================================================== 👉 Unable to Return Equipment (KH) From what you’ve shared, it sounds like you feel it may not be possible to return your Virgin Media equipment. While we can waive charges in certain circumstances, such as bereavement of the account holder, your account doesn’t meet those criteria. The good news is that you already have pre‑paid packaging, so please follow the instructions in the pack to return the equipment safely. If the equipment isn’t returned, a charge will be applied to your account. All clear with this? 👍 ======================================================== 👉 Lost / Stolen Equipment (KH) I’m sorry to hear about the issue with your equipment. I’ll raise a request now to ensure you’re not charged for the missing equipment. If charges have already been applied, they’ll be refunded. Lost/Stolen Report Form: 👉 https://vmapps/formsdb/Form.asp?FormID=24692 The request has now been submitted. The team may take up to 14 days to review the case. Once completed, any applicable credits will be applied to your account. For more help with equipment returns, please visit the dedicated section on our website. For general support, you can also visit: 👉 virginmedia.com/help ======================================================== 💷 EARLY DISCONNECTION FEE (EDF) 👉 What Is an EDF? Great question. The Early Disconnection Fee (EDF) applies when a customer is unable to complete t ======================================================== 👉 How to Waive the EDF Once you provide proof of your new address, our back‑office team will waive the EDF for you. The sooner the document is submitted, the better, as the waiver can be processed before any charges apply. If the fee is applied before the waiver is completed, don’t worry — the amount will be credited back to your account. You’ll receive an email within 24 hours with instructions on how to submit proof of address. This must be provided within 28 days, or you can email it to: 📧 homemovers@virginmedia.co.uk All clear with this? 👍 ======================================================== 👉 “I Thought We Weren’t Having an EDF?” The bill shared earlier is a preliminary bill while we wait for the required documents to request the EDF waiver. Once received, you’ll get an email confirmation along with an updated and corrected bill. ======================================================== 👉 Remaining Usage Charges Query If you’ve already paid the outstanding bill, there should be no remaining charges. To ensure accuracy, please submit the required documents as soon as possible. Once reviewed, we’ll confirm whether there’s any balance and advise you accordingly. ======================================================== 👉 Retentions – Why Is EDF Applied? I understand you don’t wish to continue the services. As per the terms and conditions, the services were required to remain active for the full contract term at your current address. As you’re choosing not to transfer the services, an early termination fee applies and will appear on your final bill. ======================================================== 👉 Moving to a Serviceable Address with Active Non‑VM Services I can see here that your new address is serviceable by us and there’s no active virgin account at the property. I understand that the new address has services already however, we have an option to move your existing contract with us. A separate Virgin point would be installed at the address and you would pay for services as normal and as long as you're transferring at least one service you will not pay early disconnection fees for closing your account. How’s that sound?