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(Standard Intro) Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍
(QS script/Query) Thanks for waiting. Based on your address, you are eligible for self-installation wherein it typically takes 3-4 working days for the delivery of equipment.
*ANYTHING ABOUT OTS Let's work together to find the right package for you. To start, are you switching from a different provider?
(If customer say "Yes") Great! As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly. Now, let's work together to find the right package for you.
ARPU SCRIPT (If no deal or BB only deal) By the way, we’ve got some fantastic TV deals available right now! Would you be interested in checking them out? I’d love to help you find something that fits your needs and adds even more value to your package!
-Go ahead
PROBING How do you normally use your broadband? Is it like for streaming, gaming or general browsing etc.
Thanks! Are there any specific channels you're interested in? For example sports movies, kids, documentaries etc.
Got it! Our Anytime Chatter home phone plan is the entry level package we have! Would you need anything extra included? 📞
Thanks. We also have exclusive SIM bundle deals with O2. So may I know are you currently with O2?
*MANUAL FAB (PRESENTATION) Appreciate you answering all those questions. 😊 Here's what I got Customer. Customers with similar needs like yours usually go for Sport + Cinema bundle, as it offers such great value. Here are the details.
210+ TV channels which include Sky Sports and Sky Cinema HD channels 📺 My Watchlist feature that allows you to save shows from anywhere, all in one place Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD! You can connect via our superfast broadband with an average download speed of 516mbps and upload speed of 52mbps 📶 This is for only £64.99/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April.
Or for only £1.5 extra per week you can get our Supercharged package, we'll boost your broadband speed from 516mbps up to 1130mbps with a 10GB data O2 sim.
This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £70.99 per month. Increasing to £77.49 a month from April 2027. Increasing to £83.99 a month from April 2028.
Which do you prefer from the two offers? Existing O2: Type in main CRC "Existing O2" or "Since you mentioned"
Since you mentioned that you're already with O2, we'll boost your broadband speed from 516 Mbps to 1130 Mbps and double the mobile data on every eligible O2 SIM in your name. Here are the details:
210+ TV channels which include Sky Sports and Sky Cinema HD channels 📺
My Watchlist feature that allows you to save shows from anywhere, all in one place
Netflix standard with ads that lets you stream on 2 devices at the same time in Full HD!
You can connect via our superfast broadband with an average download speed of 1130mbps and upload speed of 104mbps 📶
This is for only £64.99/month with 24 months contract and a set-up fee at no cost. Increasing annually by £4 every April.
Shall we proceed? No worries, I mentioned the option with SIM because when you’re with Virgin Media + O2, you get some awesome perks:
Boosted broadband speeds + a WiFi guarantee with up to 3 free WiFi Pods if needed. Double mobile data on eligible O2 plans at home. O2 Travel Inclusive Zone at no extra cost An Extra from O2 (like Disney+, Amazon Prime, etc.) for 3 months, 6 months, or even your full contract, depending on your plan. Plus, Priority from O2 for exclusive deals and experiences.
Let me know what you think? No problem with that. I will send you the order link to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop)
Mobile Since you’re using a mobile or tablet, let me take care of the process for you. I’ll just ask for some quick details so we can continue without worrying about losing our chat.
Please stay connected as we will need your consent through email or SMS before we can completely process your order.
We'll be needing to process this manually on our end. We'll just need to collect your details.
To start may I please have your information?
Title (Miss, Mrs, Mr): First Name: Last Name : Mobile number: Email Address: Password (must be 6-15 characters, start with a letter and contain at least 1 number and without special character): Birthdate: Preferred Install Date: Employment status: Address for the last 3 years: Property Owner or Tenant (if tenant, is it Private or Council?): Bank sort code (6-digit): Bank account number (8-digit): Bank account name:
We want you to enjoy every moment with us. So, 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 promise communications will be relevant, and we won’t bombard you. Is it okay to stay in touch?
I need to tell you how your Virgin Media O2 price rise will change during your contract.
Your total monthly package price is £XXX a month.
The monthly price for your services will increase to £XXX a month from your April 2027 bill. From your March 2028 bill, it will be £XXX a month (promotion ends) based on your install date within the next month.
You will shortly receive information via [an email / a SMS / an email and a SMS] regarding the package we have discussed today. It will cover specifics around the contract you will be entering but would like to pay special attention to :-
• Our Broadband honesty statement which covers our minimum speed guarantee and expectations
• Finally, 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?
Send any or all of them out now Prefer to read them within the documentation you receive We will send your contract via email and your email address will be used for e-billing. You will receive full instructions and a pin within 7 days.
Please register for “My Virgin Media“ once you receive your welcome email, 2-3 days after placing your order. You can access this by either visiting our website or downloading it from your mobile phone app store. Please log in and verify all your details are accurate.
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?
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 My Virgin Media.
Are you happy to be contacted?
We'll need to get a few details to start the switching process, please can you confirm the following:
Current Service Provider Name as shown on your current bill Account number (if known) Perfect! Thank you, and just to confirm you’re giving us consent to request your existing provider documentation, and you’re happy for us to proceed with the switch?
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.
On the morning of the day your QuickStart pack is due to be delivered, our courier Yodel will be in touch by text message to give you a two-hour window to expect delivery.
We're in the installation date page. The earliest date of delivery/installation is on XX. Would this be okay with you or do you have an alternative date in mind?
To set up your monthly payment, Virgin Media needs to confirm your Direct Debit details before we continue - you’re not committed to paying yet and we’ll use this data to prevent fraud.
From your next bill onwards, we will take payments from this account. You will be advised of the date and amount of your payments on your Virgin Media monthly bill and the company name that will appear on your bank/building society statement will be Virgin Media Payments.
In the future if there is a change to the date, amount or frequency of your Direct Debit, Virgin Media Payments will always give you 5 working days notice in advance of your account being debited.
You will be sent confirmation of this agreement within 3 working days of the Direct Debit being setup. All Direct Debits are protected by a guarantee.
You can read this in your confirmation later or I can read it to you now?
Can you confirm that the Bank or Building Society account is in the Account Holders name and that they are the only person required to set up a payment on the account?
We must complete a credit check via a credit reference agency who may add the search to your credit file, then providing it’s accepted, we’ll go ahead and set up your contract.
Are you happy for us to proceed?
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?
Can you please confirm you are happy for me to continue and complete the order?
Your contract is subject to a minimum term of 24 months; if you choose to leave your contract early or move to an address Virgin Media doesn’t service during this minimum term, you may be subject to an early disconnection fee.
Once your service is activated, you’ll have 14 days to cancel with a money back guarantee, and we’ll refund you the first month’s charge and any installation charge. You’ll only have to pay for transactions like calls, texts, purchases and service upgrades that occur after your service is activated.
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 RAF programme?
As we bill for your current month and a month in advance, your first payment will be due on “XXXX”. Your first payment will be £XX, which includes your activation fee of £0.
As your first payment is not due until “XXXX”, would you like to make a full or part payment today towards your first bill?
That's all done for you, just to confirm there's no need to contact your current provider, can I just check that you've read and understood your CIS/CSS document (pre-contract) and that you've received information from your current supplier?
Just to make you aware, as part of our joint venture with O2, we now have 2 exclusive O2 Sims available for new O2 customers. Would you be interested in finding out more details about these offers and can I get one of my O2 colleagues to contact you and provide you with more information?
We value your feedback, please take a moment to complete our survey on how I assisted you today. Welcome to Virgin Media O2 family. 😃 Take care. 👋