INTRO

Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍

DPA

Thanks. In order to make sure that the account is secure, it appears that we need to conduct security check, can you please provide the X, X, and X characters of your memorable password? This is the password you use when you contact us, or the password you have set up the moment you place your order with us, and not your online account password. 🔑 Kindly type in your answer here.

SECURITY QUESTIONS

I understand you do not remember the memorable password. Not to worry. I can ask you security questions instead.

I will send you a bill via email address registered on the account containing the information you need to answer the security questions and gain access on your account. Let me know once you have received it.

Perfect NAME! You're in!

DPA PASSED - Sorry, I haven’t been able to find the information I need.

We'll need to see confirmation that you're still receiving . 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?

DPA PASSED - RENEWAL

Thanks for clearing the security checks!

I understand you would like to renew your social tariff broadband. Upon reviewing your account, I noticed you're currently subscribed to XXXX for £XXX, however the package you have chosen above is XXXX for £XXX. Just to confirm, you would like to switch to XXXX for £XX or keep your current package at XXX for £XXX?

I've got all your details and will process your order for you.

M15 Essential Broadband

Let me process the renewal of your package, which is M15 Essential Broadband for the same price of £12.50/month. Please bear with me, I'll have this done ASAP. 👍

M50 Essential Broadband Plus

Let me process the renewal of your package, which is M50 Essential Broadband Plus for the same price of £20/month. Please bear with me, I'll have this done ASAP. 👍

M50 Essential Broadband Plus with Flex

Let me process the renewal of your package, which is M50 Essential Broadband Plus with Flex for the same price of £20/month. Please bear with me, I'll have this done ASAP. 👍

HOLD SCRIPT

I appreciate your continued patience. Please be assured that I am actively working on your request. I just need a few more minutes. Thank you!

I kindly ask for an additional minute. Thank you for your understanding. 🙏

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

Thanks for waiting. We're almost done. Here's your Work Order Number: WO

Your contract is subject to a minimum term of 30 days.

If there's changes in billing

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. Alright? 😊

That's it! Your order is complete! 😊 Just a quick recap, we have renewed your Essential Broadband Plus with Flex for £20 / £12.50. The new package will be activated on XXXX.

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

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

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. Thank you for chatting with Virgin Media. Enjoy the rest of your day! 👋

DPA PASSED - switch to ebb

Thank you for waiting and clearing the security checks, XXXX.

Perfect XXXX! You're in!

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?

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 (+ £10 one-off activation fee)

Option 2: 54Mbps Essential Broadband Plus for £20

Option 3: 15Mbps Essential Broadband for £12.50

Which one would you prefer?

Thanks for clearing the security checks! I've got all your details and will process your order for you.

BB HONESTY

Your current X mbps broadband will be changed to M50 Essential broadband. I just need to share some quick information with you about our broadband service.

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.

Let me know if you are not able to read it, okay?

DOWNGRADE

TV SERVICE

As the package only includes broadband, please be advised that your current TV service will be removed immediately today. Is that okay? 📺

Thanks for confirming. All the recorded TV shows will also be removed. Don't worry as we'll be arranging an equipment return for the TV box including the return labels and information about it. One moment while I complete the order. 📺

LANDLINE

As the package only includes broadband, please be aware that this also means the disconnection of the home phone service. Loss of all inbound and outbound call capability, including emergency service (999, 112) call capability. Telehealth devices, care alarms, fire alarms or security alarms if there are, will also be disconnected. 📞 All right?

Return instruction

As a result of the removal of your TV service / WiFi Pods. We will send you our pre-paid packaging and it will arrive after 10 days for you to return the Virgin Media TV box. 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/click-and-collect/virginmedia

If your equipment is not returned a charge may be applicable.

Marketing. If NC is NO

Whilst processing, let me provide some information. I just need to tell you a little bit about marketing preferences at Virgin Media.

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 only send relevant communications, and we won't bombard you.

And you can change your mind any time by updating your marketing preferences in Your Account, or My Virgin Media if you have TV, broadband or phone with us.

Are you happy to be contacted?

Great. Is this the email address that we are going to use in sending updates and confirmation from now on? 😊

Fab! Are we going to use the same email address that you've provided earlier for the confirmation of the new changes?

ACCESSIBILITY EMAIL

Here at Virgin Media, we always aim to tailor our services and support to cater for our customers, including those with access needs. Do you have any impairments or personal circumstances that we can support you with or require communications in an alternative format?

EECC

That is noted. I am now sending your pre-contract documentation to the email address and/or mobile number we have taken from you.

Can you please confirm you’ve received the SMS and/or email?

Great. Can you please confirm you are happy for me to continue and complete the order?

Perfect. We're almost done. Here's your Work Order Number: WO

Your contract is subject to a minimum term of 30 days.

BILLING

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. Alright? 😊

If BB + Stream + QS

That's it! Your order is complete! 😊 Just a quick recap, we have changed your package from XX to XX for X. The new package will be activated once the flex box has been delivered on X.

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

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

If OFC ONLY - Change package

That's it! Your order is complete! 😊 Just a quick recap, we have changed your package from XX to Essential Broadband Plus for £20 / £12.50. The new package will be activated on XXXX.

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

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

If BB OFC ONLY

That's it! Your order is complete! 😊 Just a quick recap, we have renewed your Essential Broadband Plus with Flex for £20 / £12.50. The new package will be activated within a few hours, if not immediately.

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

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. Thank you for chatting with Virgin Media. Enjoy the rest of your day! 👋