RETAIL PRICE INCREASE (RPI)

CUSTOMER RECEIVED AN EMAIL FOR PRICE INCREASE

• The price increase is linked to the Retail Price Index rate which is announced by the UK government.

• The RPI measures the rate at which prices of goods and services are rising and has been set as X% for this year.

• Virgin Media's price increase is an additional 3.9%.

• This means your services are going up by a total of £XX

WHY HAS MY MONTHLY PACKAGE PRICE INCREASE?

• The cost of your main services has gone up as part of our annual price increase.

• I understand this may not be welcome news and I'm here to help you figure out your options. Let's review your account and discuss your choices.

WHY IS THERE A PRICE INCREASE?

• I completely understand why you'd ask that.

• We've made some changes because we're investing in our network and services to make sure you get the best possible experience.

• These improvements help us keep things reliable and up to date for you.

WHY HAVE YOU INCREASED YOUR PRICES?

• I completely understand your concern.

• We've made this change so we can keep improving our network and services, ensuring everything stays reliable and works the way you need it to.

ASKING FOR RIGHT TO CANCEL

-When you joined us or entered a new contract, we let you know at the start of this contract that you will receive an annual price every year.

As this now part of you term and conditions, we no longer offer a right to cancel period as you agreed to the yearly price increase.

You can view this information on your My Virgin Media account, contract details or VirginMedia.com

I'M NOT HAPPY

• I'm sorry to hear that you're bit happy about the changes to your package price.

Let's take a closer look at your account and I can explain what's happened and what options you have.

-I'm sorry to hear that you're thinking of leaving us due to the price of your services.

We don't want to lose you as a customer I'd like to see how I can help you by reviewing your current package and possible choices.