EDF DISPUTE

Just to clarify, even if you will give a 60-day notice to cancel your account, early termination fee is applicable because your account is still within contract, the estimated amount is £ . Just checking, all clear so far?

EDF

Early disconnection fee refers to the payment needed if you decide to end your contract before the minimum period ends. This will vary depending on the services, how much they are, and how much of the minimum period remains for your service.

The calculation of the early disconnection fee is from your monthly cost multiply by the months remaining on your account. Here is the link as well on how the cancellation fee is being calculated: http://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/early-disconnection-fees.html.

I understand your concern. Currently, the EDF is still included in your final bill. However, there's no need to worry! Once you moving abroad proof of your new address and it gets verified by the back office, it will be. Does that sound good?

ADD THIS ON THE FINAL BILL DISCUSSION ON NONSERVE

Please note that the final invoice will be adjusted once you provide proof of your new address, which will be confirmed by the back office. Is everything clear so far?

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IRELAND CUSTOMER

Thank you for confirming that. If your concerns are related to Virgin Media in Ireland, we would kindly refer you to their dedicated support channels. You can reach Virgin Media Ireland by calling their hotline at 0035312458000 or visiting their website at www.virginmedia.ie.

We want to ensure that you receive the best possible support for your concerns, and Virgin Media Ireland's dedicated team of representatives will be happy to assist you. Thank you for choosing Virgin Media, and we hope you have a great day

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DPA

Security Questions

Can you please confirm the email address registered on the account?

Can you please confirm the mobile number registered on the account?

Which package do you subscribe to?

What was your last bill value?

When is your next bill due?

Can you confirm the last 4 digits of your bank account number?

Which date does your direct debit usually came out of your account?

Please confirm the last billing amount on your new account.

ACCOUNT HOLDER DPA FAILED

Unfortunately, as you’ve not answered the security questions correctly, I’m unable to discuss this account, but you can go on your My Virgin Media account and reset your Telephone password.

By logging into your My Virgin Media account in a browser (This can't be done within the app), once logged in, you can change your telephone password by doing the following:

Go to www.virginmedia.com/myvmo2

Click Account Settings

Click Identity & Security Settings

You may be prompted to verify your identity using your passkey or password

Click Manage your products

Click Telephone password

Enter and confirm your new Telephone password

Once validated click Confirm

You may contact us back with in 24-48 hours after resetting your call-in password so we can make changes. You may re-open a chat or call us on 03454541111.

3rd party DPA Failed:

We were unable to verify the account with the information you’ve provided.

In the meantime, you may ask the account holder to contact us or to change/update their password online.

================================

PASSWORD RESET

Thanks for that. I just need you to confirm the MAC number at the back of your modem. It starts with C. Please check the back of the hub or router for this number.

Thanks! Now we are going to create your Virgin Media account password or what we call it "The Telephone Password". Please, always remember your account password because we are going to verify 3 random characters from it whenever you contact us through chat or call.

Password requirements will be as follows.

minimum of 6 to 15 characters long

should start with a letter

should be a combination of letters and numbers

should not be your name

no special characters are allowed (*, $,!,?)

AFTER RESET

Thank you. Your password has been successfully reset. Please, always remember your account password because we are going to verify 3 random characters from it whenever you contact us through chat or call. All good with this?

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Going Away

Customer is moving house and want to transfer the service. Advised there is still an active VM customer at the new address and that we need to call before booking the transfer of service.

QUERY: Customer is moving house and want to transfer the service. Advised there is still an active VM customer at the new address and that we need to call before booking the transfer of service. call the active cx in the new address but no one answer Resolution: Send going away. PN and EM is already updated PN and EM is already updated

+++++++++++++++++++++++++

Bill Explanation

Bill breakdown Explanation

You will receive the breakdown of your final bill within the next 10 to 15 days. It will be an itemized bill so it will be explained further. If you have any questions, then you can discuss this to one of our colleagues from our customer care. But you need to wait for the confirmation of your final bill first.

1ST BILL IS HIGHER THAN NORMAL

I'm sorry that your 1st bill is higher than expected, let me explain the reason for this. Your previous account will be disconnected prior to the direct debit draw date, so the outstanding balance of your previous account was transferred to your new account. Your new account was then charged from the day of install which was to and then 1 month in advance.

FURTHER EXPLAINATION IF THE CUSTOMER STILL NOT HAPPY WITH THE BILL

(Acknowledgement statement) The billing coverage from the old address is from 00/00/00 to 00/00/00 then your disconnection date is on 00/00/00. The first bill covers from 00/00/00 to 00/00/00 with due date on 00/00/00 that’s why the first bill at the new address is higher than normal. (Progressive question)

PRO RATE BILL

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. All clear with this? 👍

FINAL BILL HIGHER THAN EXPECTED | DD CANCELLED | DISCONNECTION DATE IS AFTER BILL GENERATION

We’re sorry that your final bill is higher than expected, let me explain the reason for this. Your previous account will disconnect on XX/XX/XX which is after we generate your bill on XX/XX/XX, this generated bill will still reflect as account balance however once we completed the disconnection, we’ll recalculate your final bill and just pay the difference as your direct was cancelled. Your new account will then be charged from the day of install which was XX/XX/XX to XX/XX/XX and then 1 month in advance.

CUSTOMER WANTED TO KNOW THE FINAL BILL(DISCONNECTION)

I see that you wanted to know the bill at this moment, but I want to inform you that our bills are generated by the system. Let me go ahead and book your request first so I can provide you with the correct information. Does that sound good?

XGS SERVICE CODE ERROR

Just a heads up, as we process your move, you might receive an email confirmation with the standard rate of the package and a new 24-month contract. If so, please disregard the email because your account is now forwarded to a manager to apply the rolling credit until your contract end date to match what you are paying at the current house. Please know that this may take 3 to 5 working days to reflect on your account. All good with this?

BILL IS HIGH DUE TO END PROMOTIONAL OFFER

I can see that you were receiving a promotional discount of £XXXX on your services for XX months. The promotional offer ended on XXXXX and this is the reason your monthly bill has increased. Your monthly service charge after the end of promotional offer is £XXXX. I'm sorry your bill has been higher than expected, you were receiving a promotional discount of £XXXX on your services for XX months. The promotional offer ended on XXXXX and this is the reason your monthly bill has increased. Your monthly service charge after the end of promotional offer is £XXXX. Thank you for being a loyal customer. Canceling by contract end date | bill generated in advance

I understand you’ve already paid the bill last 14/07/25. Just to set your expectation, we normally bill in advance but don’t you worry as we’re cancelling the service on 4/08/25, any bill that’s been generated after that date will be adjusted. If a payment has been taken from your account will credit it back and if no payment has been taken that means the account balance has been prorated, plus or minus any credit/balance. All this will be finalized once the service has been completely disconnected.

BILL HIGH BECAUSE OF PARTIAL MONTH/PRORATE CHARGES

I'm sorry your bill is higher than expected this month. This is because your revised package cost is XXXXX. Your latest bill dated XXXXXX is for XXXX.You've changed your package and there is a partial month's service charge from XXXXXX to XXXXXX (£XXXX), plus next month's charges from XXXXXX to XXXXX.

==========================

Forwarding address

I’ll take care of your request now. Since you’re moving, we’ll need your forwarding address within the UK to ensure a smooth and timely return process for your equipment or for any correspondence after your service has been disconnected.

It usually takes 30-35 days after disconnection to get everything sent out through the post and 10 days after your disconnection for the return kit. Could you please provide your forwarding UK address?

As much as I would love to do that, but we can no longer access your email after the account closing this is the reason why we were asking for the new address. Aside from that we will be sending a copy of the final bill and Cheque if ever there will be a refund on the account. To secure your information we need to make sure that we are sending these documentations to the new address.

Got it! I’ll take care of your request now. Since you’re moving, we’ll need your new address within the UK to ensure a smooth and timely return process for your equipment as it will takes 10 days to be send after the disconnection or for any correspondence after your service has been disconnected. It usually takes 30–35 days after disconnection for everything to be sent out via post. Could you please provide your new UK address?

=======================

CX WANTS TO DISCONNECT EARLIER

I hear you on that. We can only disconnect the services on a future date and the nearest will be tomorrow (date). All good with this?

=======================return

STREAM BOX

For Stream Box, you can enjoy:

Over 40+ free channels, including BBC channels, Film4, Yesterday, and more
Great TV players, such as BBC player, ITV Hub, All 4, My5, and STV Player
Favorite Streaming Apps, with the likes of Netflix, Disney+, Prime Video, and YouTube
Shows and movies on demand, from the Virgin Media Store
Music and podcast Apps, such as BBC Sounds, Vevo, and Radio Line
Plus, the option to add top Telly packs such as Sky Cinema, Sky Sports, BT Sport, and Starzplay, along with Kids and Entertainment packs.

Stream from Virgin Media is our flexible and seamless entertainment service that brings together the UK's favorite entertainment subscriptions under one roof – with an easy-to-use interface and the flexibility to change subscriptions anytime. This way, our customers can easily access the stuff they love, only pay for what they plan to use each month and get one simple bill for all of it.

STREAM ADD ONS | L4L OOF/DI-IN

Just a heads up, as we process your move, any add-ons on your stream box will not automatically be transferred to the new address so kindly re-subscribe if you wish to continue with those streaming services.

FOR M&T AND YOU REMOVED THE WIFI-PODS OF THE CUSTOMER OR UNABLE TO TRANSFER THE WI-PODS TO THE NEW ADDRESS:

Just in case you have Wi-Fi Pods/Extender, please be reminded that you will be needing to return them once service/s are moved to the new address. You can conveniently drop off the Wi-Fi extenders at a local Yodel store (previously known as Collect Plus). If you wanted to request a new one, kindly contact O2 through https://www.o2.co.uk/contactus, or you may contact our technical and faults team on 03454541111 as they will need to conduct test on the property first. If you don't have Wi-Fi pods/extender, kindly disregard this message. All clear on this?

FOR M&T AND YOU REMOVED THE WIFI-PODS OF THE CUSTOMER OR UNABLE TO TRANSFER THE WI-PODS TO THE NEW ADDRESS:

WAIVED

WAIVING THE NONSERVE

Just to let you know that you will receive an email confirmation from back office within 24 to 48 hours and there you can reply and send the necessary documents, or you can send it on the email homemovers@virginmedia.co.uk , then our back-office team will work it out and they are the one who are going to waive the early disconnection fee for you.

That is a great questions to answer that once you send us proof of your new address, our back office team will review it and once validated they will waive the fee for you. The sooner you send the document, the better, because once we receive it, our team will process the waiver before any charges are applied to your account. However, in case the fee is deducted from your account before the waiver is processed, don't worry—we will credit the amount back directly to your account. Also, you will receive an email confirmation of your disconnection request within 24-48 hours and there you can reply and send the necessary documents, or you can send it on the email homemovers@virginmedia.co.uk, then our back-office team will work it out and they are the one who are going to waive the early disconnection fee for you. Does that answer your question?

WAIVING THE MOVERS FEE

As a token of our appreciation for choosing Virgin Media, I'd like to personally waive £XX from your installation fee today. Instead of the usual £XX, you'll only pay £Xx. I hope this helps make your installation experience even smoother.

WAIVING THE EQUIPMENT

Okay, to recap, you’re unable to return the equipment to us, but due to your circumstances we’re able to waive the charge(s) from your account.

Okay, I’ve raised the request to remove the charge(s) now. Once the charge has been removed you will receive an email to confirm it has been cancelled, and that you will no longer be required to return the equipment.

COMPLAINTS

WHEN FILING A COMPLAINTS

I can certainly raise a complaint for you about XXXX. I am sorry we failed to deliver the experience you would have wished to receive. As we go through creating the complaint I will confirm your details and ensure you are okay with what we have captured.

Can you please confirm your best contact number and is it okay for you to receive any complaint correspondence by email, if so, can you please confirm your preferred email address as well?

(If they prefer the correspondence by post, confirm their home address and post code.)

Can you please confirm your first line of the address and post code?

(If any contact details have changed check the customer is happy to also have iCare updated)

I've updated the contact details relating to this complaint do you also want to change your contact information on our system?

Advise the customer

I’m just documenting the nature of your complaint, can I ask if there is a resolution you have in mind to help resolve this issue?

Customer is not happy with the 30-notice fee/ EDF

Sorry to hear that you’re not happy with the bill. Let me just check your account further. For the meantime I'll go ahead and create a case on your account outlining the issues you’ve raised. Then we’ll go through together to check the possible resolutions or options after. Shall we use the same details on your account?

CUSTOMER IS NOT HAPPY WITH THE PDC SCRIPT PROVIDED

Thanks for confirming. Going back to your account, I understand you’re no longer in a minimum contract however we normally ask for 30-days’ notice to cancel. We just need to see a document with your new address, full name and document type (i.e. driving license or utility bill). Once received and validated we’ll then pop a credit on your account to cover the early cancellation fee. We’ll send you a receipt once we’ve got everything. We’ll also let you know if your documents meet the requirements or not, what you need to do next and when everything will be completed.

CLOSING A CJM

Thank you for your understanding, and we truly value the time you took to reach out to us today. We apologize for any inconvenience you may have faced. Since you contacted us today, you wish to file a complaint regarding the (REASON OF THE COMPLAINT). Upon reviewing your account, (what you have done in the account). To resolve this issue, (Resolution). Additionally, (additional resolution). With the resolution I provided, you are satisfied and ready to close the complaint.

We are writing to let you know that we have received your complaint regarding the recent problems you have been experiencing. It’s an absolute pleasure to serve a loyal customer of your stature. We understand that your query is about getting a new contract but was unhappy with the increase. Upon checking the account, the monthly service cost booked is for £40.00. Price increases to £44.00 from your April 2026 bill, Price increases to £48.00 from your April 2027 bill and Price increases to £132.00 from your January 2028 bill. You may be able to review this on the pre-contract document we’ve sent. We’d just like to make you aware that you can manage your bills and other aspects of your account through your My Virgin Media account at https://www.virginmedia.com/myvmo2. Alternatively, you can download the My Virgin Media app onto any compatible iOS or Android device.

Complaint Link

If you’re not completely happy with our service, you can also let us know via web. We’ll do our best to put things right, so you can carry on enjoying your services again. At Virgin Media, our customers come first, and we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, we’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can. Here's the link where you can file a complaint https://www.virginmedia.com/help/complaints. We always aim to resolve complaints in the first instance and respond within 7 days.

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COMPLAINT LINK

https://www.virginmedia.com/help/complaints

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ESSENTIAL BROADBAND

To Apply for Essential Broadband, please go to: https : //www .virginmedia.com/broadband/low-income-families.

Simply click on the Live Chat option. This will then ask you for your:

• Name

• Date of birth

• Postcode & house number

These pieces of information will need to match the information on your Support Payment (ensure correct spelling/full name), or this will not be accepted.

We do have tariffs available for customers who receive government benefits, if you are on any of the following:

• Pension Credit

• Income Support

• Income-based Jobseeker’s Allowance

• Income-based Employment Support Allowance

• Universal Credit

To be eligible for any of these packages you will need to provide an electronic copy of the evidence of your benefits.

===========================

VOLT OHT

I understand your concern about the expenses that come with it. By bundling your mobile and cable products, you'll save money each month compared to purchasing them separately. So, while it may seem like an expense at first, the Volt package can actually help you save money in the long run and provide you with valuable benefits that enhance your overall experience. Happy to go ahead?

If we remove the sim, you will not get this benefits that comes with the Volt package. Also, you can use the sim as back up or you can give it as gift to your family. As per checking here as well the XXX Broadband only package is £XX per month which is more expensive, than getting it with the sim above for only £XX per month. Sounds good right?

Normally for non-volt customer the wifi booster costs £8.00 but when you supercharge your bundle with VOLT there are so many more benefits that come with it. You’ll get up to 3 wifi pods free of charge if needed, broadband speed is moved up a tier (usual cost is £6), double data on the SIM card plus we opt you in to the O2 Travel inclusion zone giving you discounted international calls amongst many other benefits. If you want to add please contact us back once the services has been active at your new address.

ADDITIONAL VOLT OHT IN CONTRACT WITH ANOTHER MOBILE PROVIDER

I understand you said that you’re in contract with another provider so is there anyone else in the house that could use the benefits of the O2 SIM? Anyone in the household can use the sim offer, it would a great shame to miss out this fantastic bundle.

LOOKING FOR BETTER SPEED \ WORKING FROM HOME

When you supercharge your bundle with VOLT there are so many more benefits that come with it. Your broadband speed is moved up a tier (usual cost is £6), double data on the SIM card plus we opt you in to the O2 Travel inclusion zone giving you discounted international calls amongst many other benefits. How does that sound?

Good question. Normally for non-volt customer the wifi booster costs £8.00 but when you supercharge your bundle with VOLT there are so many more benefits that come with it. You’ll get up to 3 wifi pods free of charge if needed, broadband speed is moved up a tier (usual cost is £6), double data on the SIM card plus we opt you in to the O2 Travel inclusion zone giving you discounted international calls amongst many other benefits. How does that sound?

ALTERNATIVE VOLT PRESENTATION

Based on the information you’ve provided; we have a package that will suit all your needs. XX VOLT bundle comes with xxxmb broadband, 5g O2 SIM with unlimited minutes and texts with double data so giving you xxgb, plus the choice of an extra (Disney+/Amazon Music for 3 months) plus priority access, all for £XX. XX. How does VOLT sound?

IF CUSTOMER DON"T WANT TO TAKE O2 SIM

I understand you're not interest with the SIM, and that's totally fine. You can keep it as a backup or share it with someone at home. I added the sim for us to get a discount and make this package affordable. The original price of the package is £XX a month, but since you are our valued customer, you can get it for only £XX with a new 24-month contract. That's the advantage of the O2 SIM. The sim is a crucial component of this package to ensure you receive the maximum discounts available. How does that sound?

The sim is a vital part of this package, designed to ensure you receive the maximum discounts available. You have the discretion to use it solely for emergencies or not at all. Our requirement is to include it in order to secure the best price. Does that align with your expectations?

===============================

PACKAGE OHT

CANCELLATION (NO CONTRACT)

I completely understand your position, but I want to emphasize that we truly value you as our customer. Before we proceed with canceling your services, I would like to present you with some options. I can look into the available offers, particularly since I see that you are currently out of contract. There are options available that include a 24-month discount. How does that sound to you?

LOOKING TO HAVE A LOWER PRICE

I do understand that you are looking to have a new package with a much lower price than what you currently have, as seeing here on your account that there is not many discounts available that we could possibly add to the package I am creating for you, what do I suggest that once you installation is completed is you can contact our Retentions Team as they are our specialized team for creating new package, are we good with that?

OHT IF THE OFFER IS EXPENSIVE

I understand that it’s a bit expensive, if I were on your situation I feel the same way too, especially nowadays that we have to cut our cost down, but to share my own experience, I don’t like hassle and interruption with what I am doing so it’s very important for me to save my time so I could do a lot of stuff. Why should I settle for less if I can have more than that? I’d rather pay a bit pricey for so long as I can have a quality service instead of paying cheaper and I’ll end up cancelling because I’m not getting the service that I need. What do you think?

NEW CUSTOMER DEAL

I understand that you wanted to get the same deal on the website. The offers you see online are for new customers as we want them to try our services just like you when you first joined. Though as an existing customer, I can review your current package and see what's available for you.
I understand why this can be frustrating seeing great deals for new customers, however let me explain the reason why we are unable to offer these deals to our existing customers. When a new customer joins the business, they will always be entitled to a welcome discount, just like the one you’ve seen on the website offering now. However, once this discount expires, we’re unable to offer that same discount as it is very rich in value. But the great news is we still offer our existing customers discounted prices off the full cost giving them great value.

========================

O2 SIM

O2 ADD SPEND CAP

Would you like to add a Spend Cap to help control spend on any out-of-bundle charges such as Premium rate, directory enquiries and international calls and texts? If yes please add a spend cap: £0, £5, £10, £15, £20, £30, £60, £100, £200

£5 - £200 Cap selected: You’ll receive alerts at 50% and 100% usage. You won’t be able to exceed the limit. You can change your limit at any time via Webchat or Customer Services

£0(zero) Cap selected: Your spend cap is shown on your monthly bill and you won’t be able to go over your allowance. You can change your limit at any time via Webchat or Customer Services.

WHEN PROCESSING O2

Please stay connected as we will need your consent through email or SMS before we can completely change the package.

Now I’ll need to confirm your Direct Debit details. Can you provide the banking sort code and account number you wish to be debited?

======================

SUPP CHAT

I understand that you would like to speak with a manager regarding this, but I want to inform you that my manager will explain the same thing and provide you the same responses. I would appreciate if you allowed me to take ownership of this situation.

I apologize if you feel I am unable to help you the way you may want to be helped but I just want to be as honest as I can with you about your issue. It is with this same reason that regardless of the person you would speak to, it will always be the same answer as this information we are relaying to you is the process.

I apologize for the inconvenience, and I do not want to take up much more of your time so please allow me to handle your concern to the best that I can and hopefully work with me on a resolution that is at least reasonable for both you and Virgin Media.

==============================

NON SERVE

Refer to Cable Street

After checking your postcode Virgin Media’s services are not currently available at your address but we can still help by registering your interest. If I can take a few details, as and when our services become available, we will let you know.

CREATE REGIT SCRIPT

You will soon be able to get your hands on lighting fast broadband and amazing TV in your new home; I will send your details to my colleagues in the new home support team who will liaise with the onsite build team. They will keep you in touch of when to expect your home to be ready for us to install, once we have those updates, I will then be back in touch to place your order.

PROSPECT ACCOUNT

You will soon be able to get your hands on lighting fast broadband and amazing TV in your new home, I will send your details to my colleagues in the new home support team who will liaise with the onsite build team. They will keep you in touch of when to expect your home to be ready for us to install, once we have those updates, I will then be back in touch to place your order.

MOVING ABROAD

Also, we’d want to document your request, if I can have the country where you will be moving to, please?

UPDATING INFORMATION ONLINE

Okay so you mentioned you want to update some contact information on your account.

You can do this on your My Virgin Media account, online or via the app. Advise the customer to follow the below: Update Settings Account Details Within account details the customer can update their contact details.

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CUSTOMER IS IN PAPER BILL

Did you know, you can save £1.75 per month by registering for our eBilling service. I can register your account for eBilling or you can register by following the below procedure:

Sign in to your My Virgin Media account.
Click My Profile
Scroll down to eBilling
Check the Switch to eBilling box

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HOMEWORKS OHT

Advise the customer – “HomeWorks is a product aimed at customers who work from home, and have our superfast broadband service, as one of their core products. The service bundles together some of our key broadband extras and offers real value for money, and specialist support for customers who purchase the add-on. The contract period for HomeWorks is 30 days , after which you can choose to cancel the service. What’s Included? If you sign up for HomeWorks you’ll benefit from the following:- Next Day Priority Service - Any issues with your Broadband, Telephone or TV services and we'll send an engineer the next working day! Online security, powered by F-Secure – Award winning Anti Virus that protects up to 5 devices from viruses, identity theft and malicious websites Gadget Rescue – 24/7 online and phone support when you’re experiencing technical issues with 3rd party equipment you’ve purchased yourself, including laptops, printers, cameras, consoles and mp3 players, which offers: 24/7 Remote Tech Support PC Monitoring& Tune-Up Malware Removal & Operating System Rebuild Digital Gadget Support PC Optimisation, so your PC runs like new and is current with available updates Setup, Configuration and Tutorials for all your devices (i.e. Laptops, Cameras and Games Consoles etc) If it connects to the internet or home network, Gadget Rescue can help Online security, powered by F-Secure – Award winning Anti Virus that protects up to 10 devices from viruses, identity theft and malicious websites The HomeWorks bundle represents excellent value for money if you already have and are paying for Gadget Rescue and/or F-secure safe separately:- Home Works monthly subscription - £9.99 per month

FAULTS ISSUES

Unfortunately, we are currently unable to offer support on any Faults this includes Wi-Fi issues, Booster or Intelligent Wi-Fi Issues (including ordering), Issues with your TV service or Issues with your Landline. Don’t worry though you can get some fantastic Self Help on our website to help diagnose and resolve the problems you are experiencing h ttps://www.virginmedia.com/help/fix-an-issue. Please give that a try, if you are still having problems then please call our Faults Team free on 150 from your Virgin Media Landline or 0345 454 1111 from any other phone – charges may apply

While we aren't providing any direct discounts at the moment, we advise you to visit a site that caters specifically for you providing offers and discounts: click here http://www.bluelightcard.co.uk Or I can check the best available offers just for you, which would you prefer? 😀

INSTALLATIONS

SOCKETS

The sockets we are using are usually labeled as Virgin Media, NTL, Nynex, bell cable, cable & wireless, Comcast, Videotron, and Telewest. Were you able to spot something similar?

Can I keep my home phone number at the new address?

You’ll need to check with your new provider if that’s possible, just make sure to do this before our services are disconnected.

DISCOVER IS NOT WORKING

I understand you would like to view and check our best offers. We're currently undergoing a maintenance update, but please feel free to chat with us again in about an hour. In the meantime, is there anything else I can assist you with?

IF CUSTOMER IS ASKING ABOUT THE SPECIFIC TIME OF INSTALLATION//DISCONNECTION FOR QS

There will be no specific time for the turn off at the old address to be honest with you as it is remotely done by our system. Regarding the activation at the new address, since you will be doing a self-installation, you can contact our activation team as early as 8am to activate your service.

CHANGING 360 to STREAM

We are advancing our television services by updating the box we provide. In addition to sending you a new HUB, we will also be replacing your existing TV 360 with STREAM BOX, our most compact and intelligent TV box, which offers unprecedented flexibility.

Please note that recordings from your current TV box will be lost. Furthermore, recording is not an option with STREAM BOX.

Pre- install Team

Advise the customer - Your pre installation visit will typically take place around 3-5 days prior to your installation date, although this is just a guide as we can flex this due to our demand.

Advise the customer - You don’t have to wait in or take a day off work as all of our pre-install checks are completed externally. If you do wish to be in, all you have to do is respond to the text you receive, and someone will be in touch.

A pre-install work involves burying the cables in the garden and installing a cover where the cabling activity ends. This activity is mainly carried out when there are no existing cables, or the property was never cabled before. You need not be at the property during the visit however, you need to ensure that we can have access to gardens to run the cables through. Is that okay?

PIC

Your pre installation visit will typically take place around 3-5 days prior to your installation date, although this is just a guide as we can flex this due to our demand.

You don’t have to wait in or take a day off work as all of our pre-install checks are completed externally. If you do wish to be in, all you have to do is respond to the text you receive, and someone will be in touch.

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NOT MOVING

SEND TO CUSTOMER> CONFIRMATION THAT SHE IS NOT MOVING

I really want to help you with your concern XXXX however you currently connected to House move Department and we only process for moving customers to the new address. May I know if you are moving out from XXXXX?

IF CX WILL SAY NO ON 60 DAYS

No problem at all. Just to set expectations though, if we keep the account active, you will keep paying for it as normal and the notice will start once you contact us back.

(More than 60 days and wish to continue the services until they have a moving date but wishes to downgrade)

As you wish to keep the services until your move date, but it is more than 60 days, we can book the disconnection for up to 60 days in advance, but this can be rescheduled once you know your exact move date.

As we’ve been told that they wish to keep their service until their move date, but it is more than 60 days and wish to downgrade the services at the current address, transferred to retentions.

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NON-PAY DISCO SCRIPT

If you can let me know how you made the payment, I’m going to quickly check how long it normally takes to receive it on our end.

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IF CX IS INSISTING TO CALL

I sincerely apologize, but since you've opted to chat with us today, we are unable to make calls. However, I'm here to assist you with your query through this messaging platform. If you would rather speak with us directly, please feel free to call us at 0345 454 1111.

IF CUSTOMER WANTS TO SPEAK SOMEONE ELSE

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RETURN KIT

Other way around, you may go to the nearest Yodel store which can be found at https://www.yodel.co.uk/store-locator to drop off the equipment right after the services get disconnected.

You can also pack your existing Virgin Media kit securely in a box you have available (maximum dimensions 60x50x50cm), and print a free returns label from https://www.yodel.co.uk/returns/virgin

Sounds like a plan?

CUSTOMER WANTS THE RETURN KIT TO BE SEND ON THE EARLIER DATE

I understand that you were eager to get the return kit quickly, but I want to explain that our system manages the dispatch of the return kit. Once we set your disconnection date and verify your new address, the kit will be sent automatically 10 days after the disconnection to your new address.

CANNOT RETURN THE EQUIPMENT

Right, so from what you’ve said you don’t think it’s possible to return the Virgin Media equipment to us.

Although we are able to waive the charges in certain circumstances, your account doesn’t meet those criteria. Should you be unable to return the equipment to us, please be advised that a charge will still be applied to your account.

Importantly, if you're able to return the equipment, we will still be able to remove any charges. This is once it has been received and processed by our equipment collections team. All clear so far?

(NOTE: IF THE CUSTOMER WILL STILL OBJECT)

I’ll go ahead see if our equipment collections team can come out and collect the equipment from you.

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CUSTOMER SERVICE

IF CUSTOMER CONTACTED DURING WEEKENDS AND NEED TO CONTACT THE CRITICAL ILLNESS

Check the opening times before you transfer the caller to ensure the department is open.

Opening Hours and Contact Details:

By call: 0800 090 1820. Monday to Friday 8am - 7.45pm, Saturday and Sunday 9am - 5.45pm

By email: bereavement&criticalillness@virginmediao2.co.uk

By post: O2 Bereavement Team, PO Box Virgin Media O2 Sunderland SR43 4AA

If required, click on the support link below for additional guidance

As the team is close at the moment, you may visit this link https ://www.virginmedia.com/help/bereavementdisconnection then kindly fill out the form. Once you submit the form we'll update the accounts within 7 days. However, if you’d prefer to speak to us then you can call us on the number below 0800 090 1820.

CUSTOMER SERVICE ONLINE

Thanks! Everything has been arranged for you now. For any queries or help you may need in the future, please visit virginmedia.com/help, all clear with this?

CUSTOMER SERVICE FREE OF CHARGE

To contact Virgin Media customer service free of charge, you can call 0800 052 0422 or 150 from Virgin Media landline or mobile.

PROVIDING A CONTACT NUMBER OF A CERTAIN DEPARMENT

Kindly contact our XXX team on XXXXX. That's the best place for you to get help on this and the team will talk you through it all. 👍

While we would be happy to offer more help, our capabilities are restricted by the tools available to us within our current department. We appreciate your understanding.

RESCHEDULING THE DISCONNECTION

As we change the disconnection date on the 27th July, your final bill will still be £46.98 as this was generated prior to the cancelation request however we'll credit back the amount for the days that you'll not be using the service and the credit amount is £52.23 and this will go back your bank account once the tv box and router has been returned. The due date for returning the equipment has changed as well as we move the cancelation date on the 27th July, it now on the 26/08/25.

CHANGE DIRECT DEBIT DETAILS

You can change your direct debit online via MyVM. Visit www.myvirginmedia.com/myvirginmedia and sign into your account using your registered email address and password. Head into My Bills and on the right-hand side click on change Direct Debit and follow the on-screen instructions.

END OF PROMOTIONAL OFFER

Back in you changed your package which included a special offer/discount. Your offer/discount expired/expires on the , this'll show under the 'Promotional Offers' section of your bill. Your monthly cost will increase by £XXX bringing your monthly costs to £XXX.

PACKAGE DISPUTE

I'm so sorry that your monthly cost is not what you expected, let me take a look at your account to see what lead to this and how we can have this resolved.

CHANGE OF OWNERSHIP

To give you another option, the services can still be used under your name. You can update the contact information of the person taking over the account—such as their email and phone number—through your My Virgin Media app, along with the direct debit details. Just to set the proper expectation, please note that you will still remain the official account holder.

POWER OF ATTORNEY

In future if you do decide to apply for Power of Attorney over this Virgin Media account, please send a copy of the Power of Attorney to :- Virgin Media House Chief Executive Team Concord Business Park Threapwood Road Wythenshawe Manchester M22 0EY Alternatively you can send us a copy via email but the document must be attached to the email as a PDF file. The email address is ExecutiveTeam@virginmedia.co.uk Again in the email we will also require your full name, account number, account address and a covering note. Once we’ve received the documentation, we’ll send a confirmation letter within 48 hours to confirm the nominated power of attorney can manage the customer’s account in future.

Just before you go, for any further help and advice on Power of attorney, have a look at ageuk.org.uk/information-advice/money-legal/legal-issues/power-of-attorney and for any more general help and support with your Virgin Media account, please check out virginmedia.com/help

NAME CHANGE REQUEST

Okay, to recap, the name on the account needs to be amended.

As this is a major name change request, we’ll require some proof before we can make the changes. Importantly, all of the details of what’s needed will be sent to you in an email that you’ll receive within the next 24 hours. I’ll go ahead and complete the Major Name Change Request form now.

I can see you are on one of our Volt Bundles, just so you are aware I wont be able to assist you with any queries or changes regarding your O2 account. You can check out and amend your O2 account using the My O2 app or signing into your account online.

When you do, to complete the form and return you need to:-

'Reply’ to the email

Complete all sections of the form contained within the email

Attach any necessary documents along with the completed form

Click ‘Send' to send the form straight back to the team

Our support team will process your name change within 6 days of receiving the completed request.

Okay, I have now submitted the request. Once we’ve received the documentation back from you we will complete the name change on your account, providing we require no further information.

Thank you for your time today. Just a reminder if you want to review or make any changes to your O2 account you can do this online either on the My O2 app or signing into your O2 account online at www.accounts.o2.co.uk/signin. Alternatively, you may also call them at 0344 809 0202, Opening Times:

Mon – Fri: 08:00 – 21:00F

Sat: 08:00 – 20:00

Sun: 08:00 – 18:00

Just before you go, I’d just like to let you know In future you can request a name change through our help and support articles on virginmedia.com/help. You can also manage your account online by registering or signing in to your My Virgin Media account at virginmedia.com/myvirginmedia, or alternatively by downloading the My Virgin Media app. I’ll send you some emails with more information. Whilst we're still connected, is there anything else that I can assist you with?

BUSINESS

For any inquiries or request about your business account please go to this link, https://www.virginmediabusiness.co.uk/connectivity/internet-access/business-broadband/?CMP=ext_b2c_bb_ft

12 MONTHSEXTENSION

Upon reviewing your account, I would like to inform you that we have sent you an email regarding the extension of your current discounts for an additional 12 months, without the need for a new contract. Please be advised that this offer has been automatically applied prior to the expiration of your existing contract.

These discounts are extended at no additional cost, and you have the option to renew or cancel your service after the current contract ends. You may now continue using your services for another 12-month period at a rate of xxxxx per month.

WIFI BOOSTER

About wifi booster, you can order one with the with the Virgin Media Connect app. Or, if there are no faults with your broadband services but you’re still experiencing slow speeds, you can order a Wifi Pod(s) online. Our genius WiFi Pods pack in advanced mesh WiFi technology and work with our Intelligent WiFi-powered hub to bring you WiFi in more places around your home. All clear so far?

Leaving VM | New Provider Already Installed | No OTS on CJM

It doesn’t look like we received a matching request from your new provider, or the original match has expired, which is why your Virgin Media O2 services are still active. This means they have not followed the correct One Touch Switch process and have likely just completed a standard install. Should you still wish to disconnect your Virgin Media O2 service(s) with me today I can go ahead and get that processed for you, although we would require 30 days' notice for this cancellation.

NETFLIX ENROLLMENT

Once your order is completed you will receive an email with dedicated link to complete the Netflix registration/activation. If you have an existing Netflix account which you pay separately you need to cancel it for you to avoid being charged twice.

Ordering your first WiFi Pod

Before you order a WiFi Pod, you first need to check if you need one by running a Cisco RealSpeed speed test:

Find a location in your home where the signal is poor. There needs to be some WiFi signal in order for the test to work, and your device needs to be wirelessly connected to the Virgin media WiFi Hub
Go to http://www.realspeed.com/ and start the speed test
Remaining on the Broadband tab, just scroll down to the Performance section and select Speed test
Watch the speed test running in real-time and receive your results in a matter of seconds – including your upload and download speeds as well as jitter and latency times
Wait for the speed test results – if you’re getting download speeds of lower than 30Mbps, you could benefit from adding WiFi Max, if it’s not already part of your package
Cisco will automatically send your speed test results to us, and they’ll be registered on your account
Next, head to our service status checker and run a test on your Virgin Media services

If we don’t find any general broadband issues, we’ll recommend that you follow the steps to improve the WiFi signal around your home. From there we’ll review your Cisco speed test result and ask you to follow the steps to order your first WiFi Pod and add WiFi Max for £8 a month – or at no extra cost if you’re a Volt or Gigabit customer.

You can also order WiFi Max through our store on My Virgin Media , or by getting in touch with our team online or over the phone. They’ll ask you to go through the same steps as above to check if you could benefit from WiFi Max.

If you’d like alternative instructions to support any accessibility needs or personal circumstances, please visit our accessibility support and services.

HOW TO MAKE A PAYMENT ONLINE

You can easily make credit or debit card payments towards your Virgin Media account online, through our dedicated app or by calling our automated payment line. Each of these options are available to you 24 hours a day, 7 days a week

To pay online you can do this via our Quick Link.

Go to Virginmedia.com Click the 3 dots on the left-hand side of the page. Select Help from the drop down Click the Billing and payments tile Click Make a payment Type the post code and the last name of account holder Click Pay now

PRICE RISE

I completely understand. However, the price rise is part of the UK’s telecom regulations and is mandatory for all providers.

CONSIDERING OFFERS

Our offers changes from time to time so it's recommended to secure this amazing deal which will give you a lot of savings. What do you think?

HOW TO ACTIVATE O2 BENEFITS

How to activate Volt benefits for you to get the double data of your O2 SIM and Volt benefits, all you need to do is login into your account online at www.accounts.o2.co.uk/signin or via the MyO2 app.

From there all you need to do is click Enroll for benefits. To ensure you are eligible for benefits your O2 address must match the address of your Virgin Media account. You can do this online also on the MyO2 app or the website.

Once you have enrolled your benefits will be applied in 7 working days. If you have to update your O2 account address, it can take up to 14 days for the benefits to be applied to your account.

Fibre upgrade conversational support(DOCSIS- XGSPON)

✅ Open the conversation: “There’s an optional Full Fibre upgrade available at your address. No obligation – I just want to make sure you’re aware, and have all the information to decide what’s right for you.”

✅ Explain the benefit in brief: “It uses newer technology and can offer faster, more consistent speeds of up to 2Gb.”

✅ Be clear on the change: “It will require an engineer visit and, once installed, it’s a permanent change.”

✅ Set key expectations:

“Full Fibre doesn’t support home phone services or TV recording on Stream.” “The engineer will check WiFi coverage and install new WiFi 6 pods if needed.” ✅ Give control back: “Would you like me to talk you through the Full Fibre option, or are you happy staying as you are?”

Explain Important Information: Once Full Fibre is installed; the customer cannot move back to Hybrid Fibre (the coax cable is removed). The engineer installation is a fully manned visit – ensure the customer is aware of what to expect. WiFi Pods – the engineer will complete a WiFi walk and, if needed, Black WiFi 6 Pods will be installed. Stream TV does not support TV recording.

⚠️ Only customers with no home phone and Stream TV only can migrate at this time. If the customer has a home phone line and/or a legacy TV box (TiVo, V6 or 360), they will not be able to migrate to Full Fibre (XGS).

OHT if the NEW ADDRESS IS SERVICEABLE

I hear you on that. Since you are moving home during your minimum period the early disconnection fee will be applied however we can still move your services and continue with the remaining months if Virgin Media is still available at the new address you're moving to. How does that sound?

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?

I can see that your new address is serviceable by us, and there is no active Virgin Media account at the property. Would you like to explore our better and most affordable deals so you can continue enjoying the broadband services you currently have with us, instead of canceling and paying an early disconnection fee?